Utilities Data Collection Account Specialist I

Polk County Board of County Commissioners•Winter Haven, FL

About The Position

The Utilities Division is responsible for public health and safety, as well as safeguarding the environment, by providing crucial safe water and wastewater services. This position is part of the team that provides services necessary for human health, economic stability, and overall societal wellbeing. At the core of the mission of providing these services includes commitment to providing excellent customer service to our citizens, business partners, regulatory agencies, and other county divisions.

Requirements

Graduate of an accredited high school or have an acceptable equivalency diploma.
Must have a valid driver’s license and be able to secure and maintain a valid Florida driver’s license within 30 days of employment.
Minimum two (2) years of customer service experience.
Minimum two (2) years administrative work experience, preferably including the knowledge of spreadsheets and analytic review.
Must have the physical, developmental and mental ability to perform job tasks, work efforts, responsibilities and duties of the job.

Nice To Haves

Knowledge of metering hardware, software, and field service requirements.
Knowledge of industry standards, county/state regulations, and utility ordinances.
Knowledge of geographic locations within the service area to support operational tasks.
Knowledge of Microsoft Office suite, customer information systems (CIS), geographic information systems (GIS), and related software applications.
Knowledge of customer service best practices and conflict resolution strategies.
Ability to manage and prioritize multiple tasks to meet deadlines.
Ability to handle customer interactions via phone and in person with professionalism.
Ability to de-escalate complex or high-stress customer situations calmly.
Ability to analyze consumption data to identify root causes and propose solutions.
Ability to communicate clearly and effectively, both verbally and in writing, with the public, vendors, and employees.

Responsibilities

Assign work to field contractors and monitor quality standards.
Review contractor invoices and verify billing accuracy per contracts.
Track installed meters, backflow devices, and service orders within Polk County Utilities service areas.
Coordinate site surveys, quotes, and service availability verification via geographic information systems (GIS) and other records.
Monitor work progress of field teams and other departments, ensuring deadlines and quality standards are met.
Handle high-use complaints, providing guidance and audit findings to assist customers.
Recommend bill adjustments based on consumption audits according to policy.
Respond to escalated customer inquiries and complaints professionally.
Maintain accurate customer information system (CIS) records, inventory, and account documentation.
Coordinate service address updates with Property Appraiser records.
Analyze consumption trends and provide actionable solutions.
Initiate, monitor, and close service orders for meter installations, audits, and maintenance.
Assist in interpretation and application of county ordinances, regulations, and policies.
Support special projects to improve operations, interdepartmental coordination, and customer service.
Collaborate with internal departments to resolve operational or customer-related issues.
Perform related duties as required.