City of Plantation
CUSTOMER SERVICE REPRESENTATIVE- UTILITIES BILLING
City of Plantation, Plantation, Florida, United States
Job Overview
This is a non‑exempt position, responsible for clerical and accounting work in the billing and collection of water and wastewater fees and charges.
Employees are hired as at‑will employees and may be terminated at any time. The employee will receive instructions and general supervision from a supervisor but must exercise initiative and judgment in coping with work situations and customers.
Key Responsibilities
Receive and dispose of inquiries and complaints concerning water and wastewater services.
Research and analyze data to determine actions for delinquent accounts, including establishing payment plans.
Assemble written summaries of account histories with detailed backup to support recommendations.
Assign account ownership and review lease documents, property ownership records, etc., seeking clarification from City Attorney when necessary.
Determine outstanding lien values and appropriate charges based on consumption or lack of service, including interest accrual.
Review billing register to produce bills for mailing to customers.
Administer and monitor payment plan agreements, documenting all conversations with account holders electronically.
Receive telephone inquiries regarding water bills and account information (outstanding balances, due dates, pending shut‑off dates).
Upload data from handheld meter reading equipment, troubleshoot data uploads, and ensure accurate transfer.
Analyze exceptions listings and notify meter readers and customers about potential leaks.
Process daily work orders for service changes (door hangers, shut‑offs, meter changes, turn‑ons), produce correct documents, and convey orders to staff.
Handle NSF returned checks for City departments, create letters to parties, and inform departments of returned checks.
Back up cashier in water billing: accept payments, post to accounts, prepare deposits, and prepare bank bag for armored car pickup.
Assist customers with payments via credit cards and ACH, requiring familiarity with the interfaces.
Enter data for payments received and research to determine correct account application.
Assist customers in person and on the phone.
Operate computer for preparing utility bills, work orders, verifying accounts, checking consumption, updating data.
Type letters and routine correspondence, operate standard office machines.
Maintain records and prepare reports.
Receive deposits on new accounts and collect existing accounts.
Generate work orders for misreads and meter problems, adjust accounts for leaks or reading errors.
Maintain list of delinquent accounts to be disconnected.
Sort, distribute, and file records correctly.
Perform related work as required and as directed.
Qualifications & Skills
Knowledge of accounting and objectives, particularly as applied to utility and commercial accounting procedures.
Some knowledge of water and wastewater operations, practices and procedures.
Considerable knowledge of modern office practices and procedures.
Knowledge of Microsoft Outlook.
Knowledge of proper telephone etiquette and procedures.
Ability to maintain and prepare relatively complex reports.
Ability to perform daily work involving written or numerical data, arithmetical calculations with speed and accuracy.
Ability to understand and carry out instructions and complete work assignments correctly.
Ability to use or quickly learn computer use in preparing utility bills, work orders, verification of accounts, investigation of consumption history, and updating related data.
Ability to establish and maintain effective working relationships with City employees, department officials, and the public.
Skill in typing, computer work, and operation of standard office equipment.
Desirable Experience and Training Graduation from a standard high school or an equivalent recognized certificate, supplemented by formal training or work experience in accounting, clerical work and public relations. Bilingual speaker preferred.
Any equivalent combination of experience and training which provides the required knowledge, abilities and skills may be considered.
Other Information This is a designated "Will Call Recovery" classification in the City's Emergency Operations Plan and will require the employee to work for declared emergencies. Attendance at National Incident Management System (NIMS) training at the appropriate level is mandatory.
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Employees are hired as at‑will employees and may be terminated at any time. The employee will receive instructions and general supervision from a supervisor but must exercise initiative and judgment in coping with work situations and customers.
Key Responsibilities
Receive and dispose of inquiries and complaints concerning water and wastewater services.
Research and analyze data to determine actions for delinquent accounts, including establishing payment plans.
Assemble written summaries of account histories with detailed backup to support recommendations.
Assign account ownership and review lease documents, property ownership records, etc., seeking clarification from City Attorney when necessary.
Determine outstanding lien values and appropriate charges based on consumption or lack of service, including interest accrual.
Review billing register to produce bills for mailing to customers.
Administer and monitor payment plan agreements, documenting all conversations with account holders electronically.
Receive telephone inquiries regarding water bills and account information (outstanding balances, due dates, pending shut‑off dates).
Upload data from handheld meter reading equipment, troubleshoot data uploads, and ensure accurate transfer.
Analyze exceptions listings and notify meter readers and customers about potential leaks.
Process daily work orders for service changes (door hangers, shut‑offs, meter changes, turn‑ons), produce correct documents, and convey orders to staff.
Handle NSF returned checks for City departments, create letters to parties, and inform departments of returned checks.
Back up cashier in water billing: accept payments, post to accounts, prepare deposits, and prepare bank bag for armored car pickup.
Assist customers with payments via credit cards and ACH, requiring familiarity with the interfaces.
Enter data for payments received and research to determine correct account application.
Assist customers in person and on the phone.
Operate computer for preparing utility bills, work orders, verifying accounts, checking consumption, updating data.
Type letters and routine correspondence, operate standard office machines.
Maintain records and prepare reports.
Receive deposits on new accounts and collect existing accounts.
Generate work orders for misreads and meter problems, adjust accounts for leaks or reading errors.
Maintain list of delinquent accounts to be disconnected.
Sort, distribute, and file records correctly.
Perform related work as required and as directed.
Qualifications & Skills
Knowledge of accounting and objectives, particularly as applied to utility and commercial accounting procedures.
Some knowledge of water and wastewater operations, practices and procedures.
Considerable knowledge of modern office practices and procedures.
Knowledge of Microsoft Outlook.
Knowledge of proper telephone etiquette and procedures.
Ability to maintain and prepare relatively complex reports.
Ability to perform daily work involving written or numerical data, arithmetical calculations with speed and accuracy.
Ability to understand and carry out instructions and complete work assignments correctly.
Ability to use or quickly learn computer use in preparing utility bills, work orders, verification of accounts, investigation of consumption history, and updating related data.
Ability to establish and maintain effective working relationships with City employees, department officials, and the public.
Skill in typing, computer work, and operation of standard office equipment.
Desirable Experience and Training Graduation from a standard high school or an equivalent recognized certificate, supplemented by formal training or work experience in accounting, clerical work and public relations. Bilingual speaker preferred.
Any equivalent combination of experience and training which provides the required knowledge, abilities and skills may be considered.
Other Information This is a designated "Will Call Recovery" classification in the City's Emergency Operations Plan and will require the employee to work for declared emergencies. Attendance at National Incident Management System (NIMS) training at the appropriate level is mandatory.
#J-18808-Ljbffr