Emerald Coast Utilities Authority
Salary :
$35,755.20 - $59,009.60 Annually Location :
FL 32514, FL Job Type:
Full Time Job Number:
1312 Department:
Customer Service (1301) Opening Date:
08/11/2025 Closing Date:
8/20/2025 12:00 AM Central
Responsibilities/Pay Grade JOB SUMMARY : H104
Provides technical assistance and information to customers with specific utility problems, either in person or by telephone. Employees at this level engage in a wide range of public service contacts regarding account inquiries, utility service, various service rates, policies, and procedures. Employees assigned to this class may be assigned to the call center handling telephone inquiries, the lobby center assisting walk-in customers, the collections section or the research section. The work requires extreme tact and courtesy in handling customers and independent judgment is required to make moderately complex decisions. Work is generally performed independently and requires frequent decision-making within established policies and procedures.
ESSENTIAL JOB FUNCTIONS : Responds to incoming calls and visits from residential and commercial customers inquiring about status of accounts, account balances, past due amounts, delinquent accounts, balances from previous accounts, payment extensions, payment arrangements, high consumption, and other account inquiries.
Prepares delinquent/shut-off listing including deduction of depository, provides account status via radio contact with field technicians for customers with updated payments, and verifies shut-off listing to ensure payments have not been received.
Updates the account status into a computer terminal, entering any changes, arrangements, payments, etc.
Investigates accounts when charitable agencies make inquiries for payment purposes, makes required arrangements on these accounts for agencies guaranteed payments, makes account adjustments for customers for misread meters, leaks, etc., and processes payment transfers and payment corrections, when applicable.
Evaluates and researches account inquiries and transfers or terminates service at customers request after proper verification.
Quotes fees for water and sewer service, water taps, sewer taps, sewer and water impact fees, and commercial and residential sanitation collection fees.
Calculates fees for sewer and water rates; sets up new customers; closes out accounts; and issues work orders.
Establishes and processes new accounts and reinstates disconnected service to accounts.
Issues work orders for initial and final reads, re-reads, crossed meters, and meter flow tests.
Establishes customer service for sanitation collection and explains rules, regulations, and procedures.
Issues work orders for special trash pick up quoting additional charges for service.
Prepares a variety of correspondence, upon customers' inquiries, i.e., name change, deposit relinquish, final balances, re-reads, account printouts, sanitation variances, and senior citizens discounts; completes a variety of customer contracts.
Maintains a high level of organizational skills in order to work efficiently in a fast paced and constantly changing environment.
Uses multi-tasking skills throughout the day to take care of customers and maintain ECUA processes. Speak, understand, read, and write a second language fluently (as specified, other than English); assists non-English speaking customers to address and resolve his or her issue. All other duties as assigned.
Minimum Qualifications High school diploma or equivalent.
(Educational documentation will be required upon offer of employment.) A minimum of two years
of experience in a
customer service role in a formal customer service call center*
is required.
Four or more years in a customer service role in a formal customer service call center* is preferred.
Experience must include high volume customer contact while obtaining pertinent information AND analyzing information to define the problem or situation AND independently decide on the correct action to resolve the problem AND implement problem resolution.
*A call center is a central office staffed by agents dedicated to handling large volumes of customer contacts by telephone. Call centers generally focus on processing incoming calls, but may handle outgoing calls, as well.
Must have moderate level of proficiency using a computer to perform daily job functions. Experience using the
AS400
is preferred.
Experience with a utility provider is desired.
Any combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.
Employment offers to all new hires are contingent upon the job candidates successfully passing background, motor vehicle and reference checks, drug screening, and post job offer physicals (that may include pulmonary testing).
All applicants are subject to physical assessments as required by job.
Physical Requirements/Working Environment Work in a high volume/stressful environment.
While performing the essential functions of this job the employee is regularly required to sit for extended periods of time, move about in a typical office setting, use hands to finger, handle, or feel, and reach with hands and arms.
While performing the essential functions of this job the employee is regularly required to work in a typical office setting, use standard office equipment, read printed material and a computer screen, and communicate in person and over the telephone.
The incumbent's working conditions are typically moderately quiet.
Knowledge, Skills, and Abilities/Supplemental Information
Knowledge of : Standard office practices, procedures, and equipment Basic principles and practices of clerical accounting, billing, collections, and adjustments Assisting customers courteously and diplomatically Record keeping practices and procedures Posting payments to accounts and performing mathematical computations with speed and accuracy
Skill in : Verbal and written communication Problem Solving Multi-tasking Dealing courteously and diplomatically with the general public Making mathematical calculations Expressing oneself clearly and concisely with particular skill in telephone communication Typing and operating a computer keyboard Performing a variety of tasks daily - using various computer programs and functions Maintaining a high level of organization throughout the day
Abilities : Listen to customer problems, extract relevant information, research and gather pertinent information, determine proper course of action within established policy and procedure and implement problem resolution Add, subtract, multiply, and divide whole numbers. Accurately compute fractions and percentages Deal with problems involving several concrete variables in standardized situations ECUA offers competitive benefit choices for full-time employees and their dependents.
Benefits include, but are not limited to: • 10 Paid Holidays • Annual and Sick Leave • Health, Dental, Vision, Life & Disability Insurance • Florida Retirement System (FRS) Pension Plan and Investment Plan options • Deferred Compensation Retirement Savings Plans • Tuition Reimbursement Program • Employee Assistance Program (EAP) • Company-supplied Uniforms (for qualifying positions) 01
What is the highest level of education you have completed? (Educational documentation and/or military records showing coursework or training will be requested upon offer of employment.)
Some high school High School diploma, GED, or the equivalent Vocational training, military training or certification Associate's degree Bachelor's degree or higher
02
A "call center" is a central office staffed by agents dedicated to handling large volumes of customer contacts by telephone. Call centers generally focus on processing incoming calls, but may handle outgoing calls, as well. Working at a "call center" as defined, is a minimum requirement of this position. Your application may not be considered for processing if you do not have specific "call center" experience. Do you understand this requirement?
Yes, and I DO have specific CALL CENTER experience. Yes, my customer service experience is not at a call center. If I choose to submit my application, I understand that it may not be considered for processing.
03
Using the definition of call center, how many years experience do you have in a customer service role of a formal, high volume customer service/call center? This experience must be listed on your application in order to be considered.
Less than 2 years 2-3 years 4-6 years 7-10 years 11+ I have a combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.
04
In your "call center" experience, did you receive customer calls, analyze information, define problems or situations AND independently decide on the correct action to resolve problems AND implement resolutions?
Yes No
05
Please indicate your computer skill level or experience and data entry skill: No experience Limited skills or experience (less than 1 yr experience using computer software for administrative tasks using data entry skills) Basic level of computer skills (1-2 yrs report writing using word program, data entry on spread sheets) Intermediate level of computer skills (3-4 yrs experience using data entry skills to perform computer and administrative tasks using computer software to prepare reports and maintain spreadsheets.) Proficient level of computer skills (5 yrs or more experience using data entry to perform computer and administrative tasks using various computer software.)
No experience, but willing to learn Limited skills or experience Basic level, can perform data entry and some computer tasks on word programs and data entry on spread sheets Intermediate level, comfortable with data entry and using computer to perform tasks such as report writing and preparing and maintaining spreadsheets Proficient level, very skilled in data entry and using computers & software, preparing reports and spreadsheets and manipulating data.
06
What call centers have you worked in? (This information must be noted on your application) 07
Using the definition of "call center: In the "call center(s)" where you have worked, did you work in a customer service role:
receiving incoming and making outbound calls only receiving customer visits only receiving customer visits and receiving incoming & making outbound calls
08
Are you able to read, write and speak Spanish? Applicants will be required to pass both written and verbal skills assessments.
Yes, I am able to read, write and speak Spanish No, I am not able to read, write and speak Spanish
Required Question
$35,755.20 - $59,009.60 Annually Location :
FL 32514, FL Job Type:
Full Time Job Number:
1312 Department:
Customer Service (1301) Opening Date:
08/11/2025 Closing Date:
8/20/2025 12:00 AM Central
Responsibilities/Pay Grade JOB SUMMARY : H104
Provides technical assistance and information to customers with specific utility problems, either in person or by telephone. Employees at this level engage in a wide range of public service contacts regarding account inquiries, utility service, various service rates, policies, and procedures. Employees assigned to this class may be assigned to the call center handling telephone inquiries, the lobby center assisting walk-in customers, the collections section or the research section. The work requires extreme tact and courtesy in handling customers and independent judgment is required to make moderately complex decisions. Work is generally performed independently and requires frequent decision-making within established policies and procedures.
ESSENTIAL JOB FUNCTIONS : Responds to incoming calls and visits from residential and commercial customers inquiring about status of accounts, account balances, past due amounts, delinquent accounts, balances from previous accounts, payment extensions, payment arrangements, high consumption, and other account inquiries.
Prepares delinquent/shut-off listing including deduction of depository, provides account status via radio contact with field technicians for customers with updated payments, and verifies shut-off listing to ensure payments have not been received.
Updates the account status into a computer terminal, entering any changes, arrangements, payments, etc.
Investigates accounts when charitable agencies make inquiries for payment purposes, makes required arrangements on these accounts for agencies guaranteed payments, makes account adjustments for customers for misread meters, leaks, etc., and processes payment transfers and payment corrections, when applicable.
Evaluates and researches account inquiries and transfers or terminates service at customers request after proper verification.
Quotes fees for water and sewer service, water taps, sewer taps, sewer and water impact fees, and commercial and residential sanitation collection fees.
Calculates fees for sewer and water rates; sets up new customers; closes out accounts; and issues work orders.
Establishes and processes new accounts and reinstates disconnected service to accounts.
Issues work orders for initial and final reads, re-reads, crossed meters, and meter flow tests.
Establishes customer service for sanitation collection and explains rules, regulations, and procedures.
Issues work orders for special trash pick up quoting additional charges for service.
Prepares a variety of correspondence, upon customers' inquiries, i.e., name change, deposit relinquish, final balances, re-reads, account printouts, sanitation variances, and senior citizens discounts; completes a variety of customer contracts.
Maintains a high level of organizational skills in order to work efficiently in a fast paced and constantly changing environment.
Uses multi-tasking skills throughout the day to take care of customers and maintain ECUA processes. Speak, understand, read, and write a second language fluently (as specified, other than English); assists non-English speaking customers to address and resolve his or her issue. All other duties as assigned.
Minimum Qualifications High school diploma or equivalent.
(Educational documentation will be required upon offer of employment.) A minimum of two years
of experience in a
customer service role in a formal customer service call center*
is required.
Four or more years in a customer service role in a formal customer service call center* is preferred.
Experience must include high volume customer contact while obtaining pertinent information AND analyzing information to define the problem or situation AND independently decide on the correct action to resolve the problem AND implement problem resolution.
*A call center is a central office staffed by agents dedicated to handling large volumes of customer contacts by telephone. Call centers generally focus on processing incoming calls, but may handle outgoing calls, as well.
Must have moderate level of proficiency using a computer to perform daily job functions. Experience using the
AS400
is preferred.
Experience with a utility provider is desired.
Any combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.
Employment offers to all new hires are contingent upon the job candidates successfully passing background, motor vehicle and reference checks, drug screening, and post job offer physicals (that may include pulmonary testing).
All applicants are subject to physical assessments as required by job.
Physical Requirements/Working Environment Work in a high volume/stressful environment.
While performing the essential functions of this job the employee is regularly required to sit for extended periods of time, move about in a typical office setting, use hands to finger, handle, or feel, and reach with hands and arms.
While performing the essential functions of this job the employee is regularly required to work in a typical office setting, use standard office equipment, read printed material and a computer screen, and communicate in person and over the telephone.
The incumbent's working conditions are typically moderately quiet.
Knowledge, Skills, and Abilities/Supplemental Information
Knowledge of : Standard office practices, procedures, and equipment Basic principles and practices of clerical accounting, billing, collections, and adjustments Assisting customers courteously and diplomatically Record keeping practices and procedures Posting payments to accounts and performing mathematical computations with speed and accuracy
Skill in : Verbal and written communication Problem Solving Multi-tasking Dealing courteously and diplomatically with the general public Making mathematical calculations Expressing oneself clearly and concisely with particular skill in telephone communication Typing and operating a computer keyboard Performing a variety of tasks daily - using various computer programs and functions Maintaining a high level of organization throughout the day
Abilities : Listen to customer problems, extract relevant information, research and gather pertinent information, determine proper course of action within established policy and procedure and implement problem resolution Add, subtract, multiply, and divide whole numbers. Accurately compute fractions and percentages Deal with problems involving several concrete variables in standardized situations ECUA offers competitive benefit choices for full-time employees and their dependents.
Benefits include, but are not limited to: • 10 Paid Holidays • Annual and Sick Leave • Health, Dental, Vision, Life & Disability Insurance • Florida Retirement System (FRS) Pension Plan and Investment Plan options • Deferred Compensation Retirement Savings Plans • Tuition Reimbursement Program • Employee Assistance Program (EAP) • Company-supplied Uniforms (for qualifying positions) 01
What is the highest level of education you have completed? (Educational documentation and/or military records showing coursework or training will be requested upon offer of employment.)
Some high school High School diploma, GED, or the equivalent Vocational training, military training or certification Associate's degree Bachelor's degree or higher
02
A "call center" is a central office staffed by agents dedicated to handling large volumes of customer contacts by telephone. Call centers generally focus on processing incoming calls, but may handle outgoing calls, as well. Working at a "call center" as defined, is a minimum requirement of this position. Your application may not be considered for processing if you do not have specific "call center" experience. Do you understand this requirement?
Yes, and I DO have specific CALL CENTER experience. Yes, my customer service experience is not at a call center. If I choose to submit my application, I understand that it may not be considered for processing.
03
Using the definition of call center, how many years experience do you have in a customer service role of a formal, high volume customer service/call center? This experience must be listed on your application in order to be considered.
Less than 2 years 2-3 years 4-6 years 7-10 years 11+ I have a combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.
04
In your "call center" experience, did you receive customer calls, analyze information, define problems or situations AND independently decide on the correct action to resolve problems AND implement resolutions?
Yes No
05
Please indicate your computer skill level or experience and data entry skill: No experience Limited skills or experience (less than 1 yr experience using computer software for administrative tasks using data entry skills) Basic level of computer skills (1-2 yrs report writing using word program, data entry on spread sheets) Intermediate level of computer skills (3-4 yrs experience using data entry skills to perform computer and administrative tasks using computer software to prepare reports and maintain spreadsheets.) Proficient level of computer skills (5 yrs or more experience using data entry to perform computer and administrative tasks using various computer software.)
No experience, but willing to learn Limited skills or experience Basic level, can perform data entry and some computer tasks on word programs and data entry on spread sheets Intermediate level, comfortable with data entry and using computer to perform tasks such as report writing and preparing and maintaining spreadsheets Proficient level, very skilled in data entry and using computers & software, preparing reports and spreadsheets and manipulating data.
06
What call centers have you worked in? (This information must be noted on your application) 07
Using the definition of "call center: In the "call center(s)" where you have worked, did you work in a customer service role:
receiving incoming and making outbound calls only receiving customer visits only receiving customer visits and receiving incoming & making outbound calls
08
Are you able to read, write and speak Spanish? Applicants will be required to pass both written and verbal skills assessments.
Yes, I am able to read, write and speak Spanish No, I am not able to read, write and speak Spanish
Required Question