Town of Jupiter
Overview
The purpose of this classification is to provide customer service for utility customers, including assisting customers, receiving payments, generating bills, maintaining utility accounts, processing related documentation, and performing special projects as assigned. The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned. Responsibilities Process documentation associated with departmental operations per established procedures and within designated timeframes.
Provide customer service: answer calls and assist customers at the front counter; offer information related to utility services, accounts, bills, installation charges, procedures, forms, problems, or other issues; respond to routine questions, complaints, or requests for service; research problems and initiate resolution.
Maintain customer utility accounts: set up new accounts, verify information, process changes/corrections in name/address, make adjustments, issue courtesy credits, review meter readings, manage service changes, transfers, payment arrangements, refunds, closings, and other activities; verify emailed new account applications.
Research discrepancies and problems related to accounts, correct/adjust charges, re-bill off-cycle billing, and investigate misapplied payments or unbilled accounts; address high bills and wrong services assigned to accounts; verify mail delivery addresses and handle related corrections.
Receive, open, process, and distribute incoming mail; respond to correspondence; compose letters or form letters to customers; prepare outgoing mail.
Handle monetary transactions for utility bills and related fees: verify names and amounts, process in person/mail/drop box, research discrepancies, record transactions, issue receipts, post payments, balance with stubs, prepare deposits, and produce payment reconciliation reports; balance daily cash drawers.
Generate and process service orders for utility maintenance: enter readings (new/final), manage line breaks, installations, disconnections/restorations, meter rereads, and related actions; correct errors, follow up, close orders, and generate periodic reports on outstanding service orders.
Process electronic meter reading data and synchronize with host computer; prepare accounts for billing and review billing exceptions; submit monthly billing and prepare reference materials for new bills.
Process various bills and reports (monthly bills, late notices, interdepartmental billing) and post interdepartmental payments as needed.
Maintain penalty charges, monthly consumption figures, deposits, interest, and related reports; file water usage and EMR reports electronically.
Monitor delinquent accounts, supervise late notices and disconnections; process disconnection reports for Water Plant Operators; handle lien searches and escrow accounts; apply knowledge of bankruptcy and foreclosure processes to utility accounts.
Prepare, complete, or receive forms, reports, correspondence, consumer service applications, meter installation applications, estimates, utility bills, checks, payment extensions, service orders, cash reports, deposit slips, journal entries, and various manuals or documentation; review and process as appropriate.
Operate computer systems to enter, retrieve, review, or modify data; perform basic computer maintenance; multi-task across multiple electronic systems as required.
Communicate with supervisor, colleagues, other departments, contractors, customers, and the public to coordinate work, review status, and resolve issues.
Conduct cross-training in all areas of customer service, including service, billing, and collections.
Qualifications High school diploma or GED.
College-level coursework or vocational training in customer service and personal computer operations; comparable training/experience to meet requirements may be considered in lieu of required coursework.
One (1) year of prior experience or training in customer service, billing, accounts receivable, general office work, and PC operations, or an equivalent combination of education, training, and experience.
Must possess or obtain one (1) Utility approved customer service training certification within the first two years of appointment.
Must possess and maintain a valid Florida driver’s license (or valid license from another state with ability to obtain Florida license within 30 days of employment).
ADA COMPLIANCE: The Town of Jupiter, Florida is an Equal Opportunity Employer. The Town provides reasonable accommodations to qualified individuals with disabilities and encourages discussion of potential accommodations with the employer.
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The purpose of this classification is to provide customer service for utility customers, including assisting customers, receiving payments, generating bills, maintaining utility accounts, processing related documentation, and performing special projects as assigned. The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned. Responsibilities Process documentation associated with departmental operations per established procedures and within designated timeframes.
Provide customer service: answer calls and assist customers at the front counter; offer information related to utility services, accounts, bills, installation charges, procedures, forms, problems, or other issues; respond to routine questions, complaints, or requests for service; research problems and initiate resolution.
Maintain customer utility accounts: set up new accounts, verify information, process changes/corrections in name/address, make adjustments, issue courtesy credits, review meter readings, manage service changes, transfers, payment arrangements, refunds, closings, and other activities; verify emailed new account applications.
Research discrepancies and problems related to accounts, correct/adjust charges, re-bill off-cycle billing, and investigate misapplied payments or unbilled accounts; address high bills and wrong services assigned to accounts; verify mail delivery addresses and handle related corrections.
Receive, open, process, and distribute incoming mail; respond to correspondence; compose letters or form letters to customers; prepare outgoing mail.
Handle monetary transactions for utility bills and related fees: verify names and amounts, process in person/mail/drop box, research discrepancies, record transactions, issue receipts, post payments, balance with stubs, prepare deposits, and produce payment reconciliation reports; balance daily cash drawers.
Generate and process service orders for utility maintenance: enter readings (new/final), manage line breaks, installations, disconnections/restorations, meter rereads, and related actions; correct errors, follow up, close orders, and generate periodic reports on outstanding service orders.
Process electronic meter reading data and synchronize with host computer; prepare accounts for billing and review billing exceptions; submit monthly billing and prepare reference materials for new bills.
Process various bills and reports (monthly bills, late notices, interdepartmental billing) and post interdepartmental payments as needed.
Maintain penalty charges, monthly consumption figures, deposits, interest, and related reports; file water usage and EMR reports electronically.
Monitor delinquent accounts, supervise late notices and disconnections; process disconnection reports for Water Plant Operators; handle lien searches and escrow accounts; apply knowledge of bankruptcy and foreclosure processes to utility accounts.
Prepare, complete, or receive forms, reports, correspondence, consumer service applications, meter installation applications, estimates, utility bills, checks, payment extensions, service orders, cash reports, deposit slips, journal entries, and various manuals or documentation; review and process as appropriate.
Operate computer systems to enter, retrieve, review, or modify data; perform basic computer maintenance; multi-task across multiple electronic systems as required.
Communicate with supervisor, colleagues, other departments, contractors, customers, and the public to coordinate work, review status, and resolve issues.
Conduct cross-training in all areas of customer service, including service, billing, and collections.
Qualifications High school diploma or GED.
College-level coursework or vocational training in customer service and personal computer operations; comparable training/experience to meet requirements may be considered in lieu of required coursework.
One (1) year of prior experience or training in customer service, billing, accounts receivable, general office work, and PC operations, or an equivalent combination of education, training, and experience.
Must possess or obtain one (1) Utility approved customer service training certification within the first two years of appointment.
Must possess and maintain a valid Florida driver’s license (or valid license from another state with ability to obtain Florida license within 30 days of employment).
ADA COMPLIANCE: The Town of Jupiter, Florida is an Equal Opportunity Employer. The Town provides reasonable accommodations to qualified individuals with disabilities and encourages discussion of potential accommodations with the employer.
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