Customer Relations Specialist

The purpose of this position is to perform entry-level customer service, data entry, and clerical functions under the general direction of the Finance Director or designee. Employees in this position provide front-line customer service support for utility billing and related services through in-person, telephone, and electronic communication. This position focuses on accurate account maintenance, basic billing inquiries, service requests, and customer guidance while implementing applicable policies, procedures, and utility systems.

The following knowledge, skills, and abilities, as outlined herein, are intended to be representative of the type of tasks performed within this position. They are not listed in any order of importance. The omission of specific statements of the duties or functions does not exclude them from the position if the work is similar, related, or a logical assignment for this description.

Other duties may be required and assigned.

• Provides courteous, professional customer service to the public regarding utility billing, payments, service initiation and termination; assists with general account inquiries.
• Responds respectfully and professionally to customer requests and concerns via telephone, email, and in-person counter service.
• Establishes, updates, and maintains customer utility accounts, including deposits, transfers, and account changes.
• Utilizes the utility billing system and related databases to research account balances, consumption, billing cycles, and service history.
• Processes routine billing adjustments, payments, and service requests in accordance with established policies.
• Assists customers with understanding rates, fees, billing cycles, and payment options.
• Generates and processes work orders for field services such as meter reads, leaks, and service investigations.
• Performs clerical duties including data entry, document scanning, filing, and correspondence management; enters, updates, and maintains customer account information with a high degree of accuracy across utility billing and document management systems.
• Co-ordinates with internal departments to route customer requests and ensure timely resolution.
• Complies with customer service standards, departmental policies, and data confidentiality requirements.
• Delivers consistent, respectful, and solution-oriented customer service while adhering to established utility policies and procedures.
• Accurately researches customer accounts, billing history, and consumption data to resolve routine inquiries and identify discrepancies.
• Applies basic mathematical and accounting principles to verify charges and balances.
• Maintains confidentiality of customer and financial information.
• Works independently while managing frequent interruptions in a high-volume customer service environment.
• Performs other duties as assigned.

• High School Diploma or valid equivalent; AND
• One (1) year of experience in customer service, billing, and/or administrative functions; AND
• Valid State of Florida Driver’s License.

If no applicants meet the minimum qualifications, an equivalent combination of education, training, experience, and preferred qualifications may be considered.

The ability to work in a customer‑centered role in either a part‑time or full‑time capacity.

The ability to drive and operate a personal or City vehicle intermittently throughout the work day or work week, as needed.

The ability to exert moderate, though not constant, physical effort, which may involve some combination of climbing, balancing, stooping, kneeling, crouching, crawling, and/or lifting, carrying, pushing, and/or pulling of objects and materials of moderate weight (12-20 pounds).

The ability to coordinate eyes, hands, and feet to utilize and operate office tools, equipment, and machinery; and to handle, sort, and organize documentation.

The ability to perceive and differentiate audio and/or visual cues or signals; and to perceive and differentiate depths, and/or textures.

The ability to inspect items for proper length, width, and…