Operations Support Specialist

Date Posted: Friday, July 17, 2026 Department: Public Works & Utilities Department Compensation: Up to $24.67/hr DOQ Hours: Full-time Deadline: Open until filled Department/Location: Public Works & Utilities FLSA Status: Non-Exempt Bargaining Unit: None Classification: Essential: This position is an Essential classification and will require you to report to duty after a hurricane or emergency. Schedule: This position normally works a regular weekday daytime shift and requires scheduled/unscheduled overtime, including evenings, weekends, and holidays and/or immediate response to emergency conditions. Supervision Exercised: None Supervision Received: Operations Manager, PWU Deputy Director, and PWU Director General Purpose of the Position: This position provides intermediate-level customer service in alignment with established policies and procedures, working within a highly collaborative team environment where coordinated efforts are essential to enhancing team performance and ensuring customer satisfaction. Essential Duties And Responsibilities Learns and applies a broad range of entry-level to intermediate-level customer service skills, including understanding relevant policies, procedures, regulations, and use of the customer information system. Delivers customer service through various channels—including phone and in-person interactions—by accurately creating, maintaining, and closing service orders based on customer requests. Accurately creates, updates, and maintains customer records, notes, and other relevant information as required by ensuring all customer information is correct and complete. Responds efficiently and professionally in a high-pressure, fast-paced environment to address and resolve inquiries and complaints. Communicates information clearly, effectively, and tactfully—both orally and in writing—and fosters positive working relationships with colleagues, other departments, external agencies, and the public. Exercises sound judgment and makes appropriate decisions in alignment with established policies and procedures. Processes incoming customer correspondence and takes timely and appropriate action. Maintains a consistent, proactive, and professional demeanor in all interactions with customers and team members. May be required to acquire and apply new methods, technologies, or equipment relevant to this role as they become available. This position may also necessitate specific training, certification, or licensure. Performs other related duties as assigned. Skills And Physical Abilities Required Ability to remain focused and productive while working at a computer workstation for extended periods. Strong analytical and research skills for investigating and resolving customer inquiries effectively. Proficient in computer operations, including the use of relevant software applications and specialized customer service systems. Proficient in grammar, spelling, punctuation, and business writing for verbal and written communication. Thorough knowledge of business machines and the application of modern office practices and procedures. Ability to gain a working to thorough knowledge of department functions, regulations, and policies. Ability to work independently and carry out assigned projects to completion. Creative ability to take desktop publishing projects from concept to fruition with minimal direction. Ability to adhere to prescribed routines and practices. Ability to effectively manage multiple projects and maintain complex records. Ability to work well with others and assist the public cooperatively and courteously. Ability to assume assigned duties on behalf of his/her superior. Ability to learn and adhere to City and departmental rules, regulations, guidelines, and procedures. Ability to lift upwards of 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus. Computer Equipment and Software requirements Personal computers; standard office equipment, including but not limited to printers, copiers, scanners, and fax; computer software, including Microsoft Word, Excel, Publisher, PowerPoint, Outlook, and Acrobat with the ability to quickly learn new software applications such as Munis, PowerDMS, Public Stuff, and various department-specific programs. Education and Experience Required High school diploma or GED equivalent. Minimum of two (2) years' experience as a Customer Service Representative or (2) years of a combination of Utilities Department Customer Service Representative experience and relevant experience with inbound calls. At the discretion of the City Administrator or designee, an equivalent combination of education and experience sufficient to provide the applicant with the knowledge, skills, and ability to successfully perform the essential functions of the job will be considered. Valid Florida Driver License is required or ability to obtain within 30 days of establishing residency in Florida and ability to maintain a valid Florida driver’s license. Environmental Conditions: Work is primarily performed inside in an office setting. Must be able to work closely with others and under possible stressful conditions. Appropriate training and safety equipment, including personal protective equipment (PPE), will be provided for all working conditions. Pay Grade 108 City Departments Administrative Services Human Resources Employment Opportunities Housing & Community Development Division City Administrator City Clerk Community Redevelopment Agency Information Technology Finance Department Planning & Community Development Public Works & Utilities #J-18808-Ljbffr