Customer Service Rep​/Field Services

The Customer/Field Service Representative provides a variety of administrative and operational duties for the Department of Financial Services working directly in the Utility Billing division. This position will engage with customers throughout the lifecycle of their utility accounts to include set up, addressing questions and concerns, recording consumption, work orders and related functions. Although under general supervision of the Utility Billing Manager, employee may work independently and has extensive contact with the public, requiring the exercise of tact, courtesy, and some initiative and independent judgment.

Positions within this classification may be assigned a primary customer service focus or a primary field service focus based on departmental needs. Employees are expected to be cross‑trained in both areas and may assist with customer service, billing, payment processing, meter reading, service orders, disconnections, reconnects, and related field work as assigned.

• Performs customer service, utility billing, and field service duties as assigned; provides backup coverage to other Customer/Field Service Representatives and cross‑trains in both office and field functions.
• Responds to customer questions regarding utility billing, meter readings, service orders, account status, and other utility‑related matters; provides basic information on applicable City procedures and assists customers with understanding meter readings and consumption when needed.
• Posts non‑payment notices; posts sign‑up or shut‑down notices; turns water services on and off as required; makes appointments for readings to be re‑checked.
• Completes daily initial and final service orders for residents in the field.
• Performs monthly drive‑by readings with a City vehicle to capture readings from AMI digital meters in accordance with assigned schedules and routes; identifies meter locations, uses maps or routing information, and ensures accuracy of readings.
• Examines meters for signs of tampering and reports inoperative, leaking, malfunctioning, or damaged meters and registers; tags property as needed; reports abnormal conditions, potential hazards, and issues requiring follow‑up.
• Troubleshoots potential connectivity issues for AMI digital meters and reports unresolved issues to the appropriate supervisor, vendor, or department contact.
• Suggests changes to improve routing, meter location information, and field service efficiency.
• Assists with high‑consumption reviews, re‑read requests, leak checks, meter checks, customer follow‑up, and related field investigations as assigned.
• Sets up and maintains accounts on a computerized accounting system.
• Prepares and processes utility bill payments and other miscellaneous receipts from other departments: collects payments over the counter, by phone, and through the mail; processes credit card payments and credits; balances cash drawer and prepares deposits; and processes delinquent accounts.
• Assists customers over the counter and via the telephone with respect to utility billings, opening/closing accounts, problems, etc.; prepares work orders regarding customer deposits, bills, cutoffs and fees; responds to citizen complaints and/or inquiries, referring more complex issues to higher level of authority as appropriate.
• Reviews and checks records, forms, and other documents for accuracy, completeness, and conformance to rules and regulations.
• Follows safe working practices and has a working knowledge of safety practices and procedures in accordance with the City’s Safety and Health Program.
• All employees serve an essential role in the City’s disaster preparation and/or disaster recovery efforts, as may be designated by the City’s Emergency Manager.

Performs related tasks or other duties as required or assigned.

High School diploma or GED and a minimum of one (1) year of customer service. Experience with field service, meter reading, utility billing, or government operations is preferred.

Must maintain a Florida driver’s license with an acceptable driving record. Must have or be able to complete ICS 100 and 700 courses within six (6) months of hire.