Utility Connection Support Specialist-Utility Systems Dept.

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

3d•Onsite

About The Position

The Utility Connection Support Specialist performs intermediate clerical and accounting work for the Utility Systems Department under general supervision. The role involves extensive daily public contact by telephone, at the call-center and in-person counter, and through online communications. The specialist provides information about utility maintenance, accounts, service requests, payment processing, and general utility services; investigates complaints and problems; and helps build public trust and confidence in the City of Port St. Lucie. This is an essential position for emergency management. Emergency duties may be assigned as needed, and the position requires availability 24 hours a day, 7 days a week during City emergencies, as determined by City administrators, the Emergency Manager, or City officials. The position also requires shift work and scheduled or unscheduled overtime, including evenings, weekends, and holidays, and/or an immediate response to emergency conditions. Applicants must successfully pass a drug screening. Applicants must submit education credentials with each application and provide a valid driver's license. A Florida driver's license must be obtained within 30 days of hire. The position is based in a fast-paced office environment with usually moderate noise.

Requirements

High school graduation from an accredited school or an acceptable equivalency diploma.
At least two years of customer service experience; utility industry and/or government agency experience is preferred within this minimum qualification.
Valid driver's license and maintenance of a clean driving record; ability to obtain a valid Florida driver's license within 30 days of hire.
Knowledge of standard office methods and procedures.
Knowledge of utility terminology and documentation.
Knowledge of professional customer service practices across telephone, email, and chat.
Proficiency with Microsoft Suite products and ability to learn and use department-specific software.
Ability to work under pressure and meet deadlines.
Ability to communicate courteously and professionally with challenging customers while demonstrating empathy and adhering to City policies.
Ability to access, enter, retrieve, and manage customer information accurately while safeguarding confidentiality and record integrity.
Ability to operate basic office equipment and technology.
Ability to analyze numerical data, customer accounts, and water consumption patterns to identify irregularities, investigate discrepancies, and ensure accurate billing.
Ability to gather information, exercise sound judgment, and make decisions consistent with City policies and essential job functions.
Ability to establish effective working relationships and communicate effectively in writing and orally.
Ability to follow through on assigned tasks.
Ability to work shifts and scheduled or unscheduled overtime, including evenings, weekends, and holidays, and/or respond immediately to emergency conditions.
Availability 24 hours a day, 7 days a week during City emergencies.
Successful completion of a drug screening.
Ability to meet the described physical demands, including frequently lifting or moving up to 10 pounds and occasionally lifting or moving up to 35 pounds.

Nice To Haves

Customer service experience in the utility industry and/or another government agency.

Responsibilities

Respond to heavy telephone, in-person counter, and online communications with utility customers and members of the public to obtain or provide information.
Maintain customer telephone and in-person queue hold times within department standards.
Address utility customer concerns, complaints, and service requests, or route them to appropriate personnel for resolution.
Collect payments on active and delinquent accounts.
Process orders for installation and removal of water and sewer services.
Investigate and respond to residential and commercial inquiries about services, deposits, and billing in accordance with standard operating procedures.
Balance payments received in various forms, including payments from a cash drawer.
Initiate, process, and schedule work orders for installation of utility services.
Initiate and dispatch service calls to field personnel.
Enter information into utility customer databases and create and maintain customer files.
Accurately maintain electronic records, document customer interactions, and prepare reports as required.
Follow customer concerns from initial contact through resolution, ensuring timely follow-up and customer satisfaction.
Perform assigned emergency duties and respond to emergency conditions as required.