Utility Connection Support Specialist- Utilities Dept

the city of port st. Lucie is an equal opportunity employer.

this position requires the applicant to successfully pass a drug screening.

please note that this is an external job posting intended for non-city employees. If you are a current city employee applying through this posting, your application will not be reviewed with other internal candidates. In order to be considered with internal candidates, please apply on the internal posting by clicking here.

extensive and daily public contact via telephone, call center, and online communication providing information regarding specific maintenance, accounting, requests for utility services, various payment processing, and general utility services of the utility systems department. Under general supervision, performs clerical and accounting duties of intermediate difficulty requiring analysis and use of independent judgment and investigates complaints and problems. Facilitates the development of public trust and confidence in the city.

this position is considered an "essential position" for the purpose of emergency management. Emergency duties will be assigned as needed. This position requires 24 hours a day, 7 days per week availability during city of port st lucie emergencies, as determined by city administrators, emergency manager or city officials.

the following duties are illustrative for this position. The omission of specific duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

• keeps the mission, vision and values of the city of port st. Lucie and utility systems department at the forefront of decision making and action; builds strategic and collaborative relationships and interacts with others in a way that builds confidence and trust; provides excellent customer service by taking action to accomplish objectives, maintaining high levels of work and productivity by generating innovative solutions to work situations.
• responds to heavy telephone, in person counter contact, and multiple online communications with utility customers and other members of the public to obtain or give information of an essentially straightforward nature.
• maintains all customer phone and in person queue hold times within the department standards for all customer contacts.
• handles utility customer concerns, complaints, and requests for service or reroutes to appropriate personnel for resolution.
• collects on active and delinquent accounts.
• processes orders for the installation and removal of water and sewer services.
• investigates and satisfies residential and commercial utility customer inquiries concerning services, deposits, and billing inquiries according to standard operating procedures.
• responsible for balancing various forms of payments from a cash drawer and payments received.
• initiates, processes, and schedules work orders for the installation of utility services.
• initiates and dispatches service calls to field personnel.
• enters information into multiple utility customer databases and creates and maintains customer files.
• other duties as may be assigned

this position requires shift work, scheduled/unscheduled overtime, including evenings, weekends and holidays and/or immediate response to emergency conditions.

to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

graduation from an accredited high school or possession of an acceptable equivalency diploma required. Two (2) years of experience in customer service, preferably in the utility industry and/ or other government agency required. A comparable amount of training, education, or experience may be substituted for the minimum qualifications. Possession of valid florida driver’s license and maintenance of a clean driving record required.

• knowledge of standard office methods and…