Customer Advisor II

Tentative

Start Date:

October 2026
* Successful candidates will be required to complete a 7-week on-site training program. Attendance at all scheduled training sessions is mandatory. Failure to attend any required training session will result in termination of employment.

This recruitment will include several phases, as listed below:

* Prescreening Assessment (Computer-based: at home or at a local testing center) - there is a 10-day deadline to complete this assessment

* Written Exam

* Interview

* Dates listed above are subject to change, depending on JEA business needs.

Current starting pay is $24.20/hour, per the collective bargaining agreement (AFSCME).

Under general supervision responds to a broad array of customer inquiries, billing support services and credit and collection activities. Work requires an intermediate knowledge of JEA's residential and commercial customer and billing policies to include customer programs, offerings, rates, billing methodology and credit programs and policies. Work will require the ability to successfully utilize JEA's customer and billing programs which include but are not limited to CC&B (Customer Care & Billing), MDMS (Meter Data Management System), 3rd Party credit identification programs and FMS, to complete assigned work.

Work will require the ability to utilize both customer information and billing data to exercise independent judgement within established policy framework to resolve problems, follow up to solve complex problems within established parameters and identify and recommend responses to new and unusual circumstances. Completed work is evaluated periodically for effectiveness in meeting policies and established guidelines. Regular contact within other work groups may be required to coordinate effective solutions.

May be required to work a flexible schedule and/or extended hours in emergency situations to provide continuous customer service.

* Works within a customer billing database to research account activities, actions and activities.

* Solves routine problems within established parameters and identifies and recommends responses to new and unusual circumstances.

* Employs analytical skills to review account activities, determine root causes and provide solutions to customers.

* Completes all necessary actions to resolve the customer's need, including but not limited to: updating systems or applications, outage reporting and status updates, creating cases, and/or escalating cases to other groups or individuals.

* Prepares, composes, and disseminates business correspondence to customers.

* Operates standard office equipment and uses required software.

* Ensures compliance with audit and regulatory procedures and adherence to compliance guidelines.

* Handles simple customer escalations and dispute cases.

* Performs other job-related duties as assigned within the job scope or subordinate positions within the job series

* Respond to and process customer in-bound phone and written inquiries to include:
Assisting customers with billing inquiries utilizing the customer billing system, MDMS, Utility Tracker and other available systems and data.

* Respond to complex program inquiries such as prepaid programs, solar net metering, solar gardens, demand rate, rebates, billing programs, and other JEA customer programs and services.

* Promote relevant JEA services, products and solutions that could benefit the customer.

* May be assigned to assist in the residential or commercial phone center, the customer business office walk-in customer center or other assigned areas.

* May take cash payments depending on assignment.

* Communicate customer feedback, trends and issues to management.

OPEN REQUIREMENTS:

Must have a five (5) year combination of education, training, and/or experience in a full-time customer service position of which one (1) year must be in a high-volume contact center. A high school diploma or equivalent is required. An Associate's degree is preferred.

Dependent upon assignment, specialized recruitment may require bilingual English/Spanish proficiency.

The starting pay for this position is $24.20 per hour. Please note that this position is hybrid.

PHYSICAL REQUIREMENTS:

Sitting
* Up to 8 hours per day

Lifting

Up to 1 hour per day

Walking
* Up to 8 hours per day

Up to 50 max. pounds

Standing
* Up to 8 hours per day

Pushing

Will not generally apply

Bending

Up to 1 hour per day

Up to 50 max. pounds

Squatting

Up to 1 hour per day

Pulling

Will not generally apply

Stooping

Up to 1 hour per day

Up to 50 max. pounds

Reaching

Up to 2 hours per day

Climbing

Up to 1 hour per day

Balancing

Up to 1 hour per day

Stairs

Up to 1 hour per day

Twisting

Up to 1 hour per day

Ladder

Will not generally apply

Crawling

Will not generally apply

Step-stool

Will not generally apply

Kneeling

Up to 1 hour per day

Excessive heat

Will not generally apply

Typing

Up to 8 hours per day

Excessive cold

Will not generally apply

Data Entry

Up to 8 hours per day

Dust

Will not generally apply

Humidity

Will not generally apply

Loud Noise

Will not generally apply

* * Any…