Customer Care Specialist I

City of Jacksonville Beach•Jacksonville Beach City Hall, FL

8d•Onsite

About The Position

This position performs skilled, technical, customer support-related work in the management of utility accounts for residential, commercial, and specialized services. Performs a range of technical and administrative duties related to utility service initiation, account management, billing inquiries, and dispute resolution; does related work as required. Work is performed under the regular supervision of the Customer Care Supervisor and Customer Accounts Manager.

Requirements

A high school diploma or equivalent
Two years of experience in customer service, office administration, bookkeeping, cashiering, or a related field.
Thorough knowledge of standard office equipment and commonly used software applications.
Strong skills in communication, with the ability to handle difficult customers professionally and empathetically, even under pressure.
Skill in performing basic mathematical computations for billing, payment reconciliation, and financial reporting with speed and accuracy.
Ability to manage multiple tasks simultaneously while maintaining high levels of accuracy in a fast-paced environment.
Ability to comprehend verbal and written instructions.
Ability to handle a high volume of customer inquiries via phone, email, and in-person interactions.
Ability to analyze situations and identify potential solutions.
Ability to establish and maintain effective working relationships with team members, customers, and other departments.

Nice To Haves

Prior experience in utility billing or account management is preferred.

Responsibilities

Serves as the primary point of contact for customers requesting new utility service or initiating account terminations, providing clear instructions and effective resolutions.
Proactively engages with customers to identify and resolve utility service issues, billing inquiries, and account discrepancies.
Analyzes and processes customer information to set up accounts, verify creditworthiness, and establish deposit or security requirements.
Offers customers personalized solutions for lowering utility costs, such as scheduling energy audits, or suggesting relevant City programs.
Processes payments, validates customer transactions, and ensures proper posting of accounts.
Collects payments in-person, assists customers via automated systems, and balances cash drawers daily.
Prepares and processes bank deposits, daily reconciliations, and financial reporting, ensuring accuracy in all transactions.
Resolves customer disputes with professionalism, using sound judgment and knowledge of City ordinances, utility policies, and billing practices.
Assists customers with technical inquiries related to their accounts, energy usage, automated payment systems, and City services.
Follows established procedures for troubleshooting and resolving system or service interruptions and escalating more complex issues to senior staff when necessary.
Monitors the creation and distribution of utility bills, ensuring timely processing with third-party print and mail services.
Prepares and reviews various reports, customer surveys, and statistical analyses.
Operates office equipment, including mail processing, check processing systems, and other relevant tools to facilitate day-to-day operations.
Works closely with their Team Leads and other team members to ensure smooth operations of the customer service function.
Contributes to team meetings and shares feedback on ways to improve processes, service quality, and customer satisfaction.
Performs other related tasks as required.