Responsible administrative and supervisory work coordinating the customer service function in the Utility Financial Operations Division. Works under broad supervision of the Customer Service Manager.

(Note: The listed duties are illustrative only and are not intended to describe each and every function, which may be performed in the job class. The omission of specific statements does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment to the position.)

Establish quality customer service and promote a positive public relationship with customers.

Coordinate requests for customer service, various account issues and month-end billing reports.

Includes coordination of service orders, delinquent bill collections and telephone complaints/requests of customers.

Assign duties for customer service and oversees performance for conformance to policies and procedures.

Handle difficult and significant customer complaints, service requirements and various collection problems.

Exercise supervision over Customer Service Representatives, including performance evaluation and recommendations for selection and disciplinary action.

Develop written and oral instructions with regard to billing procedures.

Assist with verifying month-end utility billing reports for posting errors, evaluating month end A/R ageing reports and bad debt reports.

Assist with accumulation of data for monthly statistical reporting.

Communicate daily with Field Operations Divisions to provide quality service to customers and insure all service orders are processed.

Maintain up-to-date communication with staff regarding line breaks/boil water notices and other issues with field personnel and customers.

Perform work related to this job description as required.

KNOWLEDGE, SKILLS AND ABILITIES:
(Note: The knowledge, skills, and abilities identified in this class specification represent those needed to perform the duties of this class. Additional knowledge, skills and abilities may be applicable for individual positions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

Knowledge of modern office practices, procedures and equipment.

Knowledge of bookkeeping and accounting principles.

Skill in utilizing Word, Excel and/or similar computer programs.

Ability to plan and organize the work of subordinate staff in a team-based environment as it relates to water/sewer customer accounts in resolving billing errors, complaints.

Ability to communicate effectively with staff, customers and the general public in a tactful and diplomatic manner.

Ability to resolve difficult customer account problems.

Ability to exercise discretion and independent judgment.

Ability to interpret and apply policy, procedure and regulations.

Must possess an Associates Degree from an accredited college in Business Administration or a related field and four (4) years of progressive responsible experience in water and sewer utilities customer service with supervisory responsibilities.

Additional qualifying education and/or experience which provides the necessary knowledge, skills and abilities may be substituted one for the other on a year for year basis.

CERTIFICATES, LICENSES, REGISTRATIONS:

Must possess a valid Florida Driver’s License

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Acceptable eyesight (with or without correction)

Acceptable hearing (with or without correction)

Ability to sit for long periods of time

Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier, and other related office equipment as necessary.

Lifting 20 lbs. maximum and occasionally lifting and/or carrying such articles as computer printouts, notebooks, ledgers.

Occasional walking, bending, stooping, carrying, depth perception use.

Frequent standing, reaching/working overhead, handling, feeling, working speed.

Very frequent turning.

Constant finger use, speaking, hearing, seeing, color vision use, repetitive hand motion, wrist movement.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed primarily indoors.

Involves frequent interaction with people.

Occasionally hot, dusty.

Frequently humid, dry.

Constantly inside, cold, noisy, working with adequate lighting and ventilation.

ADA/COMPLIANCE STATEMENT:
This document may be reproduced upon request in an alternative format by contacting the County ADA Coordinator (772) 320-3131, the County Administration Office (772) 288-5400, Florida Relay 711, or by completing our accessibility feedback form at www.martin.fl.us/accessibility-feedback.

EEO STATEMENT:
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.