Seminole County, FL
Salary :
$38,896.20 - $50,565.06 Annually Location :
534 W. Lake Mary Blvd. Sanford, FL Job Type:
Full Time Employment Job Number:
2025-03653/23011/23010 Department:
UT Business Office Opening Date:
09/26/2025 Closing Date:
10/6/2025 11:59 PM Eastern
Description Responsible for providing excellent customer service to the public in person, by, mail, telephone, and email in a professional and timely manner. These activities include, but not limited to, receiving and resolving customer service requests by providing adequate information, generating proper work orders, and timely processing of all acceptable payment types. This position requires a high degree of accuracy to ensure that all collections of payments follow processes and procedures that meet accounting standards and are subject to audit.
**Salary will be determined depending on qualifications of candidates who exceed the minimum requirements as outlined within the job description.
**Additional compensation based on licensure.
Essential Functions
Note :
These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position. Provide customer service effectively and efficiently through use of techniques focusing proactive service adding value to each call. Strives to resolve the problem on the first call, with minimum transfers. Answer customer questions, investigate, and resolve complaints pertaining to utility billing by reviewing, analyzing, providing, adequate information, and generate work orders as needed. Educate customers regarding rate structure, conservation tips, deposit requirements, billing and payment method, account histories, how to read the meter, consumption reports, and various utility billing related policies and procedures. Interact with customers, coordinate with utility field operations and billing department, obtain other information to research, and resolve or investigate reports of unauthorized utility usage and determine deposit and restoration of service requirement. Process new utility service applications and stop utility service request applications, verify proper documentation, collect deposits, process service related work orders. Accurately process and post payments to customers' accounts and balance total daily payments to edit report. Electronically process check payments using hardware and software program to efficiently deposit payments to bank. Verify customers' enrollment forms for AutoPay (reoccurring payment option) is complete and accurate. Process data in Naviline billing software, enter, and verify customer's account information for payments. Maintains databases, files, and documents, as well as tracking requests for services. Process customer adjustment request for high consumption due to various reasons such as leaks, poor fill, irrigation usage, etc, according to set policy and procedures. Perform financial transactions including processing or transferring payments, process bankruptcy notifications, collections, and manage customer accounts. Coordinate efforts with outside agencies for payment of utility accounts; take delinquency action on active utility accounts and performs collection efforts on non-pay and closed accounts. Ability to work within outside agencies for payment of utility accounts; take delinquency action on active utility accounts and performs collection efforts on non-pay and closed accounts. Ability to work in teams, resolves complex problems, participate in cross-training, and ensure function coverage. Receives calls for emergency action; dispatch radio call outs to field personnel regarding line breaks, leak at the meter, disconnects/reconnects for non-pay accounts, high/low water pressure and all other field related issues. Maintain radio contact with field personnel for status updates as needed. Handles large volume of mailed payments. Additional Duties: Performs other work as required. In event of an emergency, all employees are considered essential personnel and may be required to perform alternate duties.
Minimum Qualifications
High School Diploma or GED and three (3) years' experience in an office environment providing customer service. A comparable amount of education, training, or experience may be substituted for the minimum qualifications.
Additional Requirements
Must have excellent verbal communication skills, as well as excellent customer service skills. Knowledge of Business English, spelling, punctuation, and general office processes. Skilled in the operation of a personal computer and other office equipment. Knowledge of Windows, Outlook, Works, Excel, and Microsoft Word required. Working knowledge of SunGard Naviline System is a plus. Ability to communicate effectively with utility customers both in person, by telephone, and written correspondence via email; understand pertinent procedures and functions quickly and use good judgement in interpreting and applying them to a variety of circumstances under moderate supervision; analyze and evaluate data; maintain accurate records; speak clearly and concisely. Must possess and maintain a valid Florida Drivers License. All employees must attend Seminole County Required Trainings. Department Specific trainings per position may be required. County-paid benefits for employees
Competitive Wages:
Our compensation system includes competitive hiring salaries.
Paid Time Off:
New full-time employees accrue 20 days per year of Paid Time Off (16 days for 24-hour shift personnel). New part-time employees accrue 83 hours per year of Paid Time Off. Accrual rates increase with service time. Paid Holidays:
We observe 12 paid holidays which includes an employee birthday holiday and a floating Work/Life Day.
Bereavement Leave:
Employees may receive up to one week paid leave per fiscal year for absence due to the death of an immediate family member. Florida Retirement System:
All employees in regularly established positions are automatically covered from the first day of employment. Seminole County makes contribution on behalf of the employee and the employee is also required to make a 3% contribution. Employees Assistance Program:
Our EAP provider can help employees and their families with issues such as personal/family matters, financial debt counseling, substance abuse, etc. Training and Development Program:
The Employee Learning Center provides training opportunities for employees which promote performance, enhance employees' work life experiences, and support the organization. Employee Awards and Recognition:
A program to reward outstanding performance and enhance service to the citizens of Seminole County. Wellness Center:
Includes exercise equipment, resource library, and educational programs. Health Insurance :Health Insurance is effective the first of the month after completing 30 calendar days of employment. Seminole County offers a Point of Service (POS) plan. Dependent coverage is also available, the cost is split between the employee and employer. This benefit is not extended to part-time employees. Life Insurance:
Life and Accidental Death & Dismemberment Insurance for employees, equal to one times annual salary. Not extended to part-time employees. Long-Term Disability:
Provides 60% of salary after 6 months of disability. Not extended to part-time employees. Optional benefits (employee-paid) for full-time employees: Deferred Compensation Plan (457):
Employees may choose to have pre-tax payroll deductions made for deposit into this savings plan up to an IRS-established maximum. Dental Insurance:
A choice of 3 plans is available for employees and dependents at employee expense. Additional Life Insurance:
At employee expense, additional life insurance up to five times annual salary; dependent coverage also available. Short-Term Disability Insurance:
60% of salary for the first six months of disability at employee expense. Cancer and Specified Disease : Pays a benefit directly to the employee if being treated for this disease. Flexible Spending Account:
Apre-tax account for childcare and un-reimbursed medical expenses. Pre-Tax Payroll Deductions:
Under Section 125 of the IRS Code, certain payroll deductions for insurance coverage may be taken out prior to income being taxed. 01
How many years of call center customer service experience do you have?
0-1 year 2-3 years 4 or more years
02
What are the average number of calls per day you've handled in your current or previous role?
0-25 calls per day 26-50 calls per day 51-75 calls per day 75+ calls per day
03
How many years of data entry experience do you have?
0-1 year 2-3 years 4 or more years
04
How many years of cash and check handling experience do you have?
0-1 year 2-3 years 4 or more years
05
Do you speak multiple languages?
Yes No
06
Have you worked for any utility billing company?
Yes No
07
If yes, which languages? Required Question
$38,896.20 - $50,565.06 Annually Location :
534 W. Lake Mary Blvd. Sanford, FL Job Type:
Full Time Employment Job Number:
2025-03653/23011/23010 Department:
UT Business Office Opening Date:
09/26/2025 Closing Date:
10/6/2025 11:59 PM Eastern
Description Responsible for providing excellent customer service to the public in person, by, mail, telephone, and email in a professional and timely manner. These activities include, but not limited to, receiving and resolving customer service requests by providing adequate information, generating proper work orders, and timely processing of all acceptable payment types. This position requires a high degree of accuracy to ensure that all collections of payments follow processes and procedures that meet accounting standards and are subject to audit.
**Salary will be determined depending on qualifications of candidates who exceed the minimum requirements as outlined within the job description.
**Additional compensation based on licensure.
Essential Functions
Note :
These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position. Provide customer service effectively and efficiently through use of techniques focusing proactive service adding value to each call. Strives to resolve the problem on the first call, with minimum transfers. Answer customer questions, investigate, and resolve complaints pertaining to utility billing by reviewing, analyzing, providing, adequate information, and generate work orders as needed. Educate customers regarding rate structure, conservation tips, deposit requirements, billing and payment method, account histories, how to read the meter, consumption reports, and various utility billing related policies and procedures. Interact with customers, coordinate with utility field operations and billing department, obtain other information to research, and resolve or investigate reports of unauthorized utility usage and determine deposit and restoration of service requirement. Process new utility service applications and stop utility service request applications, verify proper documentation, collect deposits, process service related work orders. Accurately process and post payments to customers' accounts and balance total daily payments to edit report. Electronically process check payments using hardware and software program to efficiently deposit payments to bank. Verify customers' enrollment forms for AutoPay (reoccurring payment option) is complete and accurate. Process data in Naviline billing software, enter, and verify customer's account information for payments. Maintains databases, files, and documents, as well as tracking requests for services. Process customer adjustment request for high consumption due to various reasons such as leaks, poor fill, irrigation usage, etc, according to set policy and procedures. Perform financial transactions including processing or transferring payments, process bankruptcy notifications, collections, and manage customer accounts. Coordinate efforts with outside agencies for payment of utility accounts; take delinquency action on active utility accounts and performs collection efforts on non-pay and closed accounts. Ability to work within outside agencies for payment of utility accounts; take delinquency action on active utility accounts and performs collection efforts on non-pay and closed accounts. Ability to work in teams, resolves complex problems, participate in cross-training, and ensure function coverage. Receives calls for emergency action; dispatch radio call outs to field personnel regarding line breaks, leak at the meter, disconnects/reconnects for non-pay accounts, high/low water pressure and all other field related issues. Maintain radio contact with field personnel for status updates as needed. Handles large volume of mailed payments. Additional Duties: Performs other work as required. In event of an emergency, all employees are considered essential personnel and may be required to perform alternate duties.
Minimum Qualifications
High School Diploma or GED and three (3) years' experience in an office environment providing customer service. A comparable amount of education, training, or experience may be substituted for the minimum qualifications.
Additional Requirements
Must have excellent verbal communication skills, as well as excellent customer service skills. Knowledge of Business English, spelling, punctuation, and general office processes. Skilled in the operation of a personal computer and other office equipment. Knowledge of Windows, Outlook, Works, Excel, and Microsoft Word required. Working knowledge of SunGard Naviline System is a plus. Ability to communicate effectively with utility customers both in person, by telephone, and written correspondence via email; understand pertinent procedures and functions quickly and use good judgement in interpreting and applying them to a variety of circumstances under moderate supervision; analyze and evaluate data; maintain accurate records; speak clearly and concisely. Must possess and maintain a valid Florida Drivers License. All employees must attend Seminole County Required Trainings. Department Specific trainings per position may be required. County-paid benefits for employees
Competitive Wages:
Our compensation system includes competitive hiring salaries.
Paid Time Off:
New full-time employees accrue 20 days per year of Paid Time Off (16 days for 24-hour shift personnel). New part-time employees accrue 83 hours per year of Paid Time Off. Accrual rates increase with service time. Paid Holidays:
We observe 12 paid holidays which includes an employee birthday holiday and a floating Work/Life Day.
Bereavement Leave:
Employees may receive up to one week paid leave per fiscal year for absence due to the death of an immediate family member. Florida Retirement System:
All employees in regularly established positions are automatically covered from the first day of employment. Seminole County makes contribution on behalf of the employee and the employee is also required to make a 3% contribution. Employees Assistance Program:
Our EAP provider can help employees and their families with issues such as personal/family matters, financial debt counseling, substance abuse, etc. Training and Development Program:
The Employee Learning Center provides training opportunities for employees which promote performance, enhance employees' work life experiences, and support the organization. Employee Awards and Recognition:
A program to reward outstanding performance and enhance service to the citizens of Seminole County. Wellness Center:
Includes exercise equipment, resource library, and educational programs. Health Insurance :Health Insurance is effective the first of the month after completing 30 calendar days of employment. Seminole County offers a Point of Service (POS) plan. Dependent coverage is also available, the cost is split between the employee and employer. This benefit is not extended to part-time employees. Life Insurance:
Life and Accidental Death & Dismemberment Insurance for employees, equal to one times annual salary. Not extended to part-time employees. Long-Term Disability:
Provides 60% of salary after 6 months of disability. Not extended to part-time employees. Optional benefits (employee-paid) for full-time employees: Deferred Compensation Plan (457):
Employees may choose to have pre-tax payroll deductions made for deposit into this savings plan up to an IRS-established maximum. Dental Insurance:
A choice of 3 plans is available for employees and dependents at employee expense. Additional Life Insurance:
At employee expense, additional life insurance up to five times annual salary; dependent coverage also available. Short-Term Disability Insurance:
60% of salary for the first six months of disability at employee expense. Cancer and Specified Disease : Pays a benefit directly to the employee if being treated for this disease. Flexible Spending Account:
Apre-tax account for childcare and un-reimbursed medical expenses. Pre-Tax Payroll Deductions:
Under Section 125 of the IRS Code, certain payroll deductions for insurance coverage may be taken out prior to income being taxed. 01
How many years of call center customer service experience do you have?
0-1 year 2-3 years 4 or more years
02
What are the average number of calls per day you've handled in your current or previous role?
0-25 calls per day 26-50 calls per day 51-75 calls per day 75+ calls per day
03
How many years of data entry experience do you have?
0-1 year 2-3 years 4 or more years
04
How many years of cash and check handling experience do you have?
0-1 year 2-3 years 4 or more years
05
Do you speak multiple languages?
Yes No
06
Have you worked for any utility billing company?
Yes No
07
If yes, which languages? Required Question