UTILITIES DIVISION - CUSTOMER SERVICE ACCOUNT SPECIALIST I - 1 POSITION AVAILABLE
PG 12 - $21.32HR./$44,345.60 ANNUALLY
NON EXEMPT
Employee Benefits
Must have the physical, developmental and mental ability to perform job tasks, work efforts, responsibilities and duties of the job illustrated below:
The Utilities Division is responsible for public health and safety, as well as safeguarding the environment, by providing crucial safe water and wastewater services. This position is part of the team that provides services necessary for human health, economic stability, and overall societal well-being. At the core of the mission of providing these services includes commitment to providing excellent customer service to our citizens, business partners, regulatory agencies, and other county divisions.
MAJOR FUNCTION
Provides front-line customer support in a high-volume call center and clerical office environment for a public water utility. Handles account inquiries, billing and payment processing, service requests, and complaint resolution with professionalism and accuracy. Ensures compliance with county policies and regulatory standards while delivering exceptional customer service across multiple communication channels.
ILLUSTRATIVE DUTIES
Includes, but not limited to, the following:
Customer Interaction & Support
• Responds to inquiries regarding billing, payments, account changes, and service availability by phone, email, mail, and in-person.
• Assists customers with online portal navigation, troubleshooting, and account access.
• Resolves complaints and escalated issues with professionalism and empathy.
• Provides information on programs, rates, and new services.
Account & Record Management
• Establishes and maintains new and existing customer accounts in the customer information system (CIS).
• Reviews and verifies service request forms and service orders for accuracy.
• Collects and processes customer payments in the form of cash, checks, and credit cards; reconciles and balances daily transactions and deposits.
• Prepares and maintains accurate records in customer information system (CIS), geographic information system (GIS), and other account systems.
Clerical & Operational Support
• Operates office equipment and customer service technology, including customer information systems (CIS) and geographic information systems (GIS).
• Assists with special projects and functional improvements within the Customer Service unit.
• Supports interdepartmental coordination to ensure efficiency and service continuity.
• Participates in training to strengthen communication, conflict resolution, and teamwork skills.
Performs related duties as required.
KNOWLEDGE, ABILITIES AND SKILLS
Knowledge of
• Customer service principles, billing procedures, and office operations.
• Utility service policies, ordinances, and applicable regulations.
• Customer information systems (CIS), geographic information systems (GIS), Microsoft Office, and related software.
• Recordkeeping standards and regulatory compliance requirements.
• Best practices in professional communication and conflict resolution.
Ability to
• Provide courteous, professional, and efficient customer service in high-volume settings.
• Manage multiple tasks and prioritize effectively while maintaining accuracy.
• Analyze customer accounts to identify discrepancies and resolve issues.
• Enter and maintain data with strong attention to detail and integrity.
• Communicate clearly in verbal, written, and electronic formats with customers and staff.
MINIMUM QUALIFICATIONS
• Graduation from an accredited high school or possession of an acceptable equivalency diploma.
• Must have a valid driver’s license and be able to secure and maintain a valid Florida driver’s license within 30 days of employment within this classification.
Customer Service Account Specialist I – Paygrade 12
• Must have two (2) years administrative and/or customer service experience preferably in a call center or public contact center environment.
A comparable amount of related training and experience may be substituted for the minimum qualifications.
SPECIAL REQUIREMENTS
This position may be subject to standby/on-call rotation and is subject to be called in emergencies.
All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location and work schedule to fit the needs of the County and its citizens.
Overview
As outlined in the Polk County Charter, the Board of County Commissioners (BoCC) is the governing body of Polk County. Each commissioner is elected by a countywide vote.
Duties and Powers
The County Commission adopts an annual budget which includes appropriations for services provided by county government including the Sheriff, Property Appraiser, Tax Collector and Supervisor of Elections. This budget also includes appropriations in support of the Circuit and County Courts, State Attorney, Public Defender and Clerk of the Court. Some other responsibilities:
* levying taxes and fees,
* provide and maintain county buildings,
* provide fire protection and ambulance services,
* provide health and welfare programs,
* provide parks, preserves, playgrounds, libraries, museums, historical sites, recreation and cultural facilities and programs,
* prepare and enforce comprehensive plans for the development in the county,
* establish, coordinate, and enforce zoning and such business regulations as are necessary for the protection of the public,
* adopt and enforce building, housing and related technical codes and regulations,
* establish and administer programs of housing, slum clearance, community redevelopment, conservation, flood control, air pollution control,
* provide and regulate waste and sewage collection and disposal, water supply and conservation programs,
* provide and operate public transportation systems, roads, bridges and related facilities.
