Utility Connection Support Specialist- Utility Systems Dept.

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

3d•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. Extensive and daily public contact via telephone, call center, and online communication providing information regarding specific maintenance, accounting, requests for utility services, various payment processing, and general utility services of the Utility Systems Department. Under general supervision, performs clerical and accounting duties of intermediate difficulty requiring analysis and use of independent judgment and investigates complaints and problems. Facilitates the development of public trust and confidence in the City. 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.
A minimum of two (2) years of experience in customer service, preferably in the Utility industry and/or other government agency 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.
Knowledge of standard office methods and procedures.
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 establish and maintain the trust and confidence of the department and public.
Ability to adhere to regulations and policies of the department.
Knowledge of Utility terminology and documentation.
Knowledge of professional customer service practices across telephone, email, and chat.
Proficient with Microsoft Suite products and the ability to learn and utilize department specific software applications.
Ability to work under pressure and meet deadlines.
Ability to communicate with challenging customers and situations in a courteous manner while maintaining professionalism, empathy, and adherence to City policies.
Ability to accurately access, input, retrieve, and manage customer information within computerized systems while safeguarding the confidentiality and integrity of customer records.
Ability to operate basic office equipment and technology required to perform assigned duties.
Ability to accurately maintain electronic records, document customer interactions, and prepare reports as required.
Ability to analyze numerical data, customer accounts, and water consumption patterns to identify irregularities, investigate discrepancies, and ensure accurate billing.
Ability to gather relevant information, exercise sound judgement and make decisions consistent with City policies and essential job functions.
Ability to independently follow customer concerns from initial contact through resolution, identifying solutions and ensuring timely follow-up and customer satisfaction.
Ability to establish and maintain effective working relationships with employees and the public.
Ability to communicate effectively in writing and orally.
Ability to follow through with assigned tasks.

Nice To Haves

Experience in the Utility industry
Experience in other government agency

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, maintains high levels of work and productivity by generating innovative solutions to work situations.
Responds to heavy telephone, in person counter contact, and multiple online communications with Utility customers and other members of the public to obtain or give information of an essentially straightforward nature.
Maintains all customer phone and in person queue hold times within the department standards for all customer contacts.
Handles Utility customer concerns, complaints, and requests for service or reroutes to appropriate personnel for resolution.
Collects on active and delinquent accounts.
Processes orders for the installation and removal of water and sewer services.
Investigates and satisfies residential and commercial Utility customer inquiries concerning services, deposits, and billing inquiries according to standard operating procedures.
Responsible for balancing various forms of payments from a cash drawer and payments received.
Initiates, processes, and schedules work orders for the installation of utility services.
Initiates and dispatches service calls to field personnel.
Enters information into multiple Utility Customer databases and creates and maintains customer files.
Other duties as may be assigned.