Billing & Support Specialist I

City of Olathe•Cocoa, FL

10d•$22 - $29•Onsite

About The Position

The Billing & Support Specialist I interacts continuously with residents and customers, spending a significant portion of the role investigating and resolving billing inquiries. This is the first level in a three-level career progression: Billing and Support Specialist I, II, and III. The position is based at City Hall and is on-site only, with two shift options: 8:00 a.m.–1:30 p.m. Monday through Friday or 11:30 a.m.–5:00 p.m. Monday through Friday. The schedule is between 25 and 27.5 hours per week. Compensation is $22.19–$29.48 per hour, depending on factors including education and relevant work experience.

Requirements

Three or more years of experience in a customer service role.
High school diploma or equivalent.
Valid driver’s license and favorable driving record.
Proficiency in verbal and written English communication.
Ability to handle confidential information with discretion.

Nice To Haves

Experience handling high call volumes, in-person interactions, billing, reporting, and other support services.
Associate degree or college-level business coursework.
Proficiency in Spanish or American Sign Language.

Responsibilities

Respond to customer requests, complaints, and complex billing issues through chat, email, phone, or in person; explain relevant policies and procedures and keep customers informed about outstanding debts and deadlines.
Create invoices and credit memos, update customer files, and send invoices and payment reminders.
Handle confidential and sensitive information with discretion.
Identify and recommend process improvements with internal and external teams; write, update, and review scripts and workflow documentation; participate in software testing and provide feedback and suggested improvements.
Manage account statuses and balances and identify inconsistencies.
Update the accounts receivable database with new accounts or missed payments.
Support accurate utility usage and charge calculations, billing and payment collection, cash-handling procedures, and citywide daily accounts receivable operations.
Coordinate with water companies regarding customer usage and download usage readings accurately into customer accounts for billing.