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SalaryGeneral Description
This is a moderately complex administrative position that works in the coordination and collections of payments for Customer Accounts and the generation and validation of Utility and Solid Waste bills. This position provides quality customer service, including the resolution of customer relation issues. Work is performed under the general supervision of the Customer Service Operations Coordinator.
Essential Job Functions
- Receives, researches, and responds to complex customer service inquiries professionally, either in writing or verbally; maintains accurate records of account activity.
- Prepares field service work orders to initiate or reconnect services.
- Processes all final and initial service orders, ensures that all necessary documentation has been received and attached to Customer Accounts, and updates Customer Accounts as needed.
- Responsible for all functions associated with utility and solid waste billing, to include ebill notification, printing of bills, setting up new accounts, ensuring the billing records are current and accurate, and maintaining billing supplies.
- Responsible for all off cycle and final billing of accounts.
- Responsible to make any necessary adjustments to Utility and/or Solid Waste accounts.
- Responsible for the Worksright or other programs for zip code maintenance.
- Responsible for creating new bank codes associated with autopay.
- Responsible for processing payments received by electronic file for payment of utility and solid waste accounts.
- Prepares monthly billing schedule to include delinquent dates and bank draft dates.
- Generates reports through billing daily for the Finance Department.
- Responsible for the setup, modification, and deletion of autopay customers.
- Generates, reviews, corrects billing reports; monitors billings for accuracy and makes necessary adjustments within established guidelines.
- Responsible for daily tracking of incoming payments (i.e. payments, electronic, etc.) and having this information available for the monthly report.
- Responsible for the daily verification of all cash drawers.
- Responsible for entering the appropriate billing rates.
- Performs the application of interest to be applied to Customer Accounts as applicable.
- Monitors the City's Seeclickfix website and addresses customer concerns.
- Monitors the Utilities new customer e-mail accounts and ensures completion of new accounts.
- Establishes appropriate billing rates, cycles and schedules.
- Coordinates communication of approved public service messages and other correspondence to customers.
- Monitors billings for accuracy and makes necessary adjustments within established guidelines.
- Obtains and records information necessary to prepare accurate service orders, reports and statistical summaries.
- Cross-trains and acts as back up for other staff in the Department/Division.
- Provides functional/technical oversight of customer service operations.
- Assists in establishing and maintaining Standard Operating Procedures.
Knowledge/Skills/Abilities
- Extensive knowledge of billing and collection procedures, to include being familiar with City ordinances, resolutions, City policies and procedures relating to the establishment of utility accounts, billings, payments, and meter readings.
- Excellent customer service skills, including ability to communicate effectively, both in person and in writing.
- Skilled in the use of small office equipment, including copy machines or multi-line telephone systems.
- Skilled in using computers for data entry, word processing and accounting purposes.
- Excellent organizational skills for record keeping and auditing purposes.
- Ability to resolve more complex customer concerns and complaints.
- Ability to perform mathematical calculations, prepare summaries and reports.
- Ability to obtain and accurately record information and to prepare accurate service orders, reports and summaries.
- Ability to work independently under minimal supervision.
- Ability to understand and carry out complex oral and written instructions.
- Ability to plan, organize and use mature judgment in evaluating situations and making decisions in accordance with established policy.
- Ability to maintain a positive and professional attitude during stressful situations.
- Ability to prioritize, multitask, and show flexibility as needed based on daily demands.
- Ability to be detailed oriented.
- Ability to work in a team environment and to establish and maintain effective working relationships with City officials, other employees, vendors and the public.
Education, Experience, Licenses and Certifications
- High School Diploma from an accredited high school or possession of an acceptable equivalency diploma is preferred, supplemented by college courses.
- Five (5) years of work experience in a responsible customer service and/or billing position, including two (2) years in a lead or supervisory role.
Licenses and Certifications:
None
All benefits are effective the 1st of the month following 30 days.
Aetna – Health Insurance
The City offers eligible employees the choice of 2 Open Access In Network plans and 1 Open Access PPO Plan. Premiums and co-pays are dependent upon your plan choice.
Cigna Dental– Dental Insurance
The City's dental plan is a PPO plan providing eligible employees with in network or out of network options. You are entitled to two (2) preventive care treatments per calendar year (6 months apart). There is a $1,500 lifetime maximum for Orthodontia (children up to age 19). Premiums will depend on which tier you choose.
EyeMed Vision Care – Vision Insurance
The City's vision plan allows eligible employees to stay in network or go out of network. Your co-pays will vary depending on the network you use. You are entitled to an exam, frames and lenses once every 12 months.
Cigna Life - Life, Voluntary Life, Dependent Life Insurance
The City offers eligible employees a basic term life insurance benefit equal to their annual salary up to a $75,000 maximum at no charge. You can purchase additional voluntary life insurance for yourself and your dependents.
Cigna – Short Term Disability
The City provides short term disability coverage to all eligible employees at no cost to the employee. This coverage is used in the event of an accident or illness outside of work. The plan pays 66.67% of your weekly salary up to a maximum of $1,000. Benefits begin on the 31st day of your disability. The City offers a buy-up to the Short Term Disability Benefit with a 7 day wait period.
E-Flex – Flexible Spending Account
A flexible spending account helps you pay out-of-pocket medical, dental, eye care, daycare and other expenses, with tax deferred money deducted from your paycheck each payroll. The maximum annual election is $2,500.00. Over-the-counter medications must be accompanied by a doctor's prescription although other medical supplies will still be eligible for reimbursement. This is a voluntary benefit.
Trustmark– Supplemental Polices
Trustmark Insurance Company offers voluntary supplemental Critical Illness/Cancer, Accident and Universal Life policies which are paid for by the employee.
LifeLock Benefit Solutions
Protect your personal information and defend against attacks with 24/7, proactive identity theft protection from LifeLock. This is an employee paid voluntary program.
ICMA-RC - Deferred Compensation Plans
The City offers eligible employees the opportunity to enroll in a deferred retirement plan. The money that is deducted from your paycheck each payroll is put into this account and is tax deferred at the end of the year. One-on-one meetings with each company are held quarterly so employees can speak with the representative confidentially on preparing for their retirement. This is a voluntary program.
Florida Retirement System – FRS
Eligible employees are enrolled in the Florida Retirement System with an 8 year vesting period. Employees contribute 3% of their gross earnings per payroll which is subject to change with the IRS.
Cigna – Employee Assistance Program
The City offers this program to all employees. This is a confidential counseling program for employees and their families. The City pays for 3 visits and if you choose to continue, you would use the specialist co-pay on your insurance plan. Counseling can include stress, alcoholism, family problems, marriage difficulties, financial trouble, depression, work/life and more.
VPI - Veterinary Pet Insurance
The City offers Pet Insurance as a voluntary benefit. This benefit is not payroll deducted.
Florida Prepaid College Board
Employees are eligible to enroll in college savings programs as well as 529 plans.
Educational Assistance Program
Employees are eligible for job-related or degree required educational assistance reimbursement up to $2,500 per fiscal year (subject to the availability of funds).
Paid Holidays
The City observes 12 paid holidays per year.
Sick Leave and Annual Leave
Full time employees accrue eight (8) hours per month starting on the first day of employment. Accruals and usage will appear on your pay stub each payroll. Full time employees accrue annual leave (vacation) bi-weekly, based on years of service.
Sick Leave Incentive
Employees receive an incentive of up to four (4) days per calendar year for every 250 hours remaining in their sick leave bank. Sick leave incentive days cannot be carried over to the next year.
Personal Leave
Employees are eligible for a maximum of two (2) personal leave days per calendar year when they have accrued 96 or sick more hours. This leave is approved by the department director through the department leave approval process.
Bereavement Leave
Employees are entitled to five (5) days of bereavement leave in the event of the death of an immediate family member. Employees should check the personnel policy or union contracts, whichever is applicable, for the definition of an "immediate family member".
