Client Relations Specialist

2 weeks ago

Fort Myers Beach, Florida, United States Town of Fort Myers Beach Florida Full time

Position: Customer Service & Billing Representative
Reports to: Utilities Manager
Emergency Classification: Essential
FLSA Classification: Non-Exempt
Pay Grade: 102

Position Overview
This role is dedicated to assisting clients with a range of services while performing administrative and customer service functions for the Utility Department under the general oversight of the Customer Service and Billing Supervisor.

KEY RESPONSIBILITIES

• Engage directly with the public to support residents with their water-related inquiries, respond to questions through various communication channels, process payments in person and over the phone, and manage billing adjustments.

• Provide public assistance through telephone, internet, email, in-person interactions, or by mail. Guide individuals to the appropriate resources for assistance, complete necessary forms, and clarify policies and procedures to ensure compliance. Conduct research and follow up as needed.

• Ensure the accuracy and completeness of all received data and information. Conduct research to verify information requests.

• Process data and information into various formats as required by departmental or governmental standards, including database updates, reports, and billing statements.

• Utilize computer applications to transfer, track, transcribe, and create documentation, including correspondence, reports, and departmental records.

• Execute daily accounting tasks related to the work performed, which encompass calculations, billing, and balancing daily revenues.

• Process and issue various documents, including public records requests, permits, and licenses as necessary.

• Manage division mail, preparing forms, letters, and parcels for distribution.

• Prepare and disseminate various division records, reports, notices, and other pertinent materials.

• Review invoices, reports, forms, and applications, distributing copies to relevant personnel.

• Maintain the division's filing system, scanning, filing, and retrieving records as directed.

• Schedule and log room/facility activities, process payments, and relay information as needed.

• Maintain professional communication with other agencies to achieve objectives.

• Assist in the administrative processing of daily utility activities, including records and meter changes.

• Support customers in opening and closing accounts.

• Maintain radio communication with field personnel when necessary to meet daily objectives.

• Generate and close work orders as required.

• Attend assigned meetings.

• Perform emergency response tasks as directed.

• Undertake additional duties as assigned.

REQUIREMENTS:

Education, Certification, and Experience:
• High school diploma/GED; and three (3) years of clerical and customer service experience.

Knowledge, Skills, and Abilities:
Knowledge of:
• Reporting and recordkeeping principles.
• Filing principles and methods.
• Business English and editing techniques.
• Cash management and basic accounting principles.

Skills in:
• Effective written, verbal, and electronic communication.
• Operation of various computer applications, including Microsoft Office.
• Problem-solving and exceptional customer service.
• Attention to detail and data research.
• Organization and time management.

Ability to:
• Learn and adhere to relevant laws and regulations.
• Relate to people with courtesy and tact.
• Perform under deadlines and emergencies.
• Apply sound judgment in various situations.
• Utilize modern office equipment and applications.
• Maintain confidentiality of sensitive information.
• Establish effective working relationships.
• Organize and review work for accuracy.

Physical Requirements:
• Some physical effort in standing, bending, and walking; moderate lifting (up to 20 pounds); standard dexterity in operating office equipment.

Environmental Requirements:
• Tasks are typically performed without exposure to adverse conditions unless in emergency situations.

Sensory Requirements:
• Tasks require sound and visual perception and oral communication abilities.

Employment is contingent upon successful completion of pre-employment drug screening and general background verification.

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