Customer Care Specialist I

Job Title

This position performs skilled, technical, customer support-related work in the management of utility accounts for residential, commercial, and specialized services.

Core Purpose And Values

Our employees uphold and promote the mission, vision, and core values of the City of Jacksonville Beach. To be successful, an individual must be able to perform the essential functions of the job and demonstrate a strong desire to be a part of our EPIC Team:

Empowerment Pride Integrity Communication Teamwork

Job Summary And Essential Functions

This position performs skilled, technical, customer support-related work in the management of utility accounts for residential, commercial, and specialized services. Performs a range of technical and administrative duties related to utility service initiation, account management, billing inquiries, and dispute resolution; does related work as required. Work is performed under the regular supervision of the Customer Care Supervisor and Customer Accounts Manager.

Essential Functions:

• Serves as the primary point of contact for customers requesting new utility service or initiating account terminations, providing clear instructions and effective resolutions.
• Proactively engages with customers to identify and resolve utility service issues, billing inquiries, and account discrepancies.
• Analyzes and processes customer information to set up accounts, verify creditworthiness, and establish deposit or security requirements.
• Offers customers personalized solutions for lowering utility costs, such as scheduling energy audits, or suggesting relevant City programs.
• Processes payments, validates customer transactions, and ensures proper posting of accounts.
• Collects payments in-person, assists customers via automated systems, and balances cash drawers daily.
• Prepares and processes bank deposits, daily reconciliations, and financial reporting, ensuring accuracy in all transactions.
• Resolves customer disputes with professionalism, using sound judgment and knowledge of City ordinances, utility policies, and billing practices.
• Assists customers with technical inquiries related to their accounts, energy usage, automated payment systems, and City services.
• Follows established procedures for troubleshooting and resolving system or service interruptions and escalating more complex issues to senior staff when necessary.
• Monitors the creation and distribution of utility bills, ensuring timely processing with third-party print and mail services.
• Prepares and reviews various reports, customer surveys, and statistical analyses.
• Operates office equipment, including mail processing, check processing systems, and other relevant tools to facilitate day-to-day operations.
• Works closely with their Team Leads and other team members to ensure smooth operations of the customer service function.
• Contributes to team meetings and shares feedback on ways to improve processes, service quality, and customer satisfaction.
• Performs other related tasks as required.

Qualifications And Physical Demands

Education and Experience: A high school diploma or equivalent and two years of experience in customer service, office administration, bookkeeping, cashiering, or a related field. Prior experience in utility billing or account management is preferred.

Knowledge, Skills and Abilities:

• Thorough knowledge of standard office equipment and commonly used software applications.
• Strong skills in communication, with the ability to handle difficult customers professionally and empathetically, even under pressure.
• Skill in performing basic mathematical computations for billing, payment reconciliation, and financial reporting with speed and accuracy.
• Ability to manage multiple tasks simultaneously while maintaining high levels of accuracy in a fast-paced environment.
• Ability to comprehend verbal and written instructions.
• Ability to handle a high volume of customer inquiries via phone, email, and in-person interactions.
• Ability to analyze situations and identify potential solutions.
• Ability to establish and maintain effective working relationships with team members, customers, and other departments.

This position is part of the Qualification Advancement Program. To advance to Customer Care Specialist II, an employee must complete two years of service as a Customer Care Specialist I and demonstrate proficiency in all essential functions of the Customer Care Specialist I position.

Physical Demands:

• Hearing: Required to perceive information at normal spoken word levels.
• Manual Dexterity: Picking, pinching, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
• Repetitive Motion: Substantial movements (motions) of the wrist, hands, and/or fingers.
• Vocal Communication: Required for expressing or exchanging ideas by means of the spoken word.
• Visual Acuity: Required for preparing and analyzing written or computer data, determining the accuracy and thoroughness of work, and observing general surroundings and activities.

Work Environment And Other Information

Work Environment: The worker is not subject to adverse environmental conditions.

Other Information: Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description. The job description does not constitute an employment agreement between the City of Jacksonville Beach and the employee and is subject to change by the City as the needs of the City and requirements of the job change.