Utility Connection Support Leader- Utility Systems Dept.

City of Port St. Lucie•Port St Lucie Florida 34983, FL

1d•Onsite

About The Position

This position requires the applicant to successfully pass a drug screening. This is an external job posting intended for non-city employees. Moderately complex clerical work with heavy public contact answering inquiries and providing information regarding specific maintenance, accounting and general utility service. Assists Utility Connection Support Specialists with training and auditing of daily work. Interacts daily with Utility customers by telephone, in person, and through multiple online platforms regarding requests for Utility services and various payment processing; performs clerical and accounting duties of intermediate difficulty requiring analysis and use of judgement; investigates complaints and approves bill adjustments within authorized limits. Facilitates the development of public trust and confidence in the City’s Utility. This position is considered an "Essential Position" for the purpose of Emergency Management. Emergency duties will be assigned as needed. This position requires 24 hours a day, 7 days per week availability during City of Port St Lucie emergencies, as determined by City Administrators, Emergency Manager or City Officials.

Requirements

Graduation from an accredited high school or possession of an acceptable equivalency diploma required.
Three (3) years of Customer Service related experience required.
Minimum one (1) year of experience with the City of Port St. Lucie, Utility Connection Support Division in Utility Connection Support Specialist position required.
Possession of valid driver’s license and maintenance of clean driving record required with the ability to obtain a valid Florida driver’s license within 30 days from date of hire.
A comparable amount of training, education or experience can be substituted for the minimum qualifications.
Knowledge of Utility terminology and documentation.
Ability to communicate with others and to assimilate and understand information, in a manner consistent with the essential job functions.
Knowledge of standard office procedures and practices.
Knowledge of telephone, email and live chat etiquette.
Ability to communicate with challenging customers and situations in a courteous and professional manner.
Ability to enforce the City Ordinances with tact, and courtesy.
Ability to adhere to and enforce regulations and policies of the department.
Ability to focus on the positive in every situation.
Ability to model respect for individuals, teams, and the organization.
Ability to stay centered when challenged.
Ability to follow through with assigned tasks.
Ability to establish and maintain the trust and confidence of the department and public.
Intermediate knowledge and skills in Microsoft Suite products, Word and Excel.
Ability to work under pressure and meet deadlines in a fast-paced work environment.
Ability to operate assigned basic office equipment.
Ability to maintain electronic records and prepare reports.
Ability to work well with figures and analyze water consumption patterns to detect irregularities.
Excellent public relations skills.
Ability to make sound decisions, in a manner consistent with essential job functions.
Ability to follow a problem from its inception to solution in a timely manner.
Ability to perform mathematical calculations with reasonable speed and accuracy.
Ability to access, input and retrieve information from a computer.
Ability to understand and carry out moderately complex written and oral instructions.
Ability to read well and communicate effectively in writing and orally.
Ability to work independently and in a team environment.
Ability to establish and maintain effective working relationships with employees and the public.

Responsibilities

Keeps the mission, vision and values of the City of Port St. Lucie and Utility Systems Department at the forefront of decision making and action; builds strategic and collaborative relationships and interacts with others in a way that builds confidence and trust; provides excellent customer service by taking action to accomplish objectives, maintaining high levels of work and productivity by generating innovative solutions to work situations.
Trains new employees on multiple software applications related to billing, customer service, maintenance and utility related computer systems.
Audits work performed by Utility Connection Support Specialist and assists with inquiries to reach a resolution.
Resolves inquiries or refers customer to supervisor or other unit for information.
Monitors and adjusts daily assignments of staff to maintain all customer phone and in person queue hold times within the department standards for all customer contacts.
Responds to heavy telephone, in person, and through various online applications with utility customers ensuring accurate information and timely resolution.
Investigates moderately complex Commercial and Residential utility customer concerns, complaints, and service requests or redirects to the appropriate personnel for resolution in accordance with standard operating procedures.
Collects, records, and processes payments for active and delinquent accounts.
Reviews delinquencies and schedules the disconnection and reconnections of the utility services.
Responsible for verifying daily balancing various forms of payments from a cash drawer and payments received by the Utility Connection Support Specialists.
Initiates, processes and schedules work orders for the installation, removal, and maintenance of Utility services.
Review capital charge agreements (CCA) to ensure they are properly executed.
Audits CCA loans during the move process to verify they are appropriately transferred when assumed or paid off to facilitate lien release.
Initiates and dispatches service calls to field personnel.
Enters information into multiple Utility Customer databases, creates/maintains customer files.
May oversee the work of clerical employees in the department ensuring compliance with the City’s policies and applicable laws.
Responsibilities include planning, assigning, and directing daily work activities, addressing complaints and resolving problems.
Assists Utility Connection Support Supervisor with scheduling specialists to ensure adequate coverage of telephone and in person customer contacts.
Assists Utility Connection Support Supervisor in implementing new policies, business practices and processes and training staff accordingly.
Other duties as may be assigned.