Customer Service Associate II - NMB Water

(The duties listed below are the normal duties and responsibilities of this position.  The omission of specific statements related to the duties and responsibilities of this position does not exclude them if the work is similar, related or reasonable within the scope of the position.)

• Researches, verifies, updates, and assures the accuracy of information in the customer information system;
• Assists in training employees on proper billing procedures, customer service procedures, and other processes and procedures relevant to functions required of the Customer Service Associate classifications;
• May audit, review, and process accounts and perform complex case related functions;
• May support supervisory functions by assisting in resolving staff or customer problems and scheduling, assigning, and prioritizing duties to employees to ensure workload is accomplished;
• Answers standard and complex customer phone calls following set standards and expectations while assisting customers with various account activities such as payment application, financial assistance agencies, fixed due dates, deferrals, payment installments, refunds, high bills, etc.;
• Interprets billing information provided on customer accounts and applies appropriate procedures as needed;
• Cancels, establishes, and maintains customer accounts in the customer information system;
• Starts and stops water services;
• Responsible for the processing of liens, intent to lien and demand for payment invoices, and satisfaction of liens or final orders in the billing and collection of payment from customers of NMB Water.
• Researches and verifies property ownership to ensure billing of base charges;
• Explains the Utilities Department and other rate schedules in a clear and understandable manner;
• Maintains and updates names, phone numbers, mailing addresses, and email addresses for customer accounts;
• May assist in conducting investigations and audits to resolve problems from misapplied funds or dormant accounts;
• Performs a variety of tasks related to an automated office environment;
• Prepares reports and performs special projects as required;
• Coordinates schedules, meetings, conferences, and calendars; and
• Performs other related job duties as assigned.

• Three (3) years of experience dealing with administrative matters, customer accounts, and utility service problems with practical skills in the use of personal computer applications; or an Associate’s degree, trade school, or vocational training degree, diploma, or certificate that includes training or experience as described above plus one (1) year of experience dealing with customer service inquiries; or an equivalent combination of education, training, and/or experience. 
• Must possess and maintain a valid Florida driver's license with a satisfactory driving record held throughout employment. 
• Preferred: Bilingual - English & Spanish; able to read, write, and speak Spanish fluently

• Must establish and maintain effective working relationships with fellow employees, supervisors, division and department heads, public/private sector contacts, and City contractors.
• Ability to organize work, establish priorities, meet established deadlines, and follow up on assignments with a minimum of direction.
• Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.
• Other knowledge, skills, abilities, and credentials required for a specific position.
• Knowledge of the principles of government accounting and record-keeping procedures pertinent to the area of assignment. 
• Knowledge of local, federal, and state regulations, utility rules, and ordinances and procedures as they relate to customer accounts.
• Knowledge of customer service terminology, grammar, spelling, math, and bookkeeping methods.
• Skill in the application of quality customer service.
• Skill in the operation of automated office equipment.
• Ability to use and be proficient in computer applications and software.
• Ability to make and apply decisions in accordance with laws, regulations, and procedures. 
• Ability to analyze accounts, perform computations, determine amounts due and responsible parties, and prepare related correspondence and documents.
• Ability to understand and follow oral and written instructions and to express oneself clearly and concisely, orally and in writing, and to communicate effectively with internal and external departments, customers, and agencies on often controversial issues.
• Ability to type with reasonable speed and accuracy.
• Must have the following physical abilities to be able to perform the essential functions of the position: feeling, fingering, grasping, handling reaching, visual ability, hearing ability, speaking ability, mental acuity, talking, repetitive motion, standing, and walking. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.