Utility Connection Support Specialist- Utility Systems Dept.

Position Summary

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 independentjudgment 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.

Essential Duties

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, maintains 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.

Minimum Qualifications

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.

Education And/Or Experience

Graduation from an accredited high school or possession of an acceptable equivalency diploma required. A minimum of two (2) years of experience in customer service, preferably in the Utility industry and/ or other government agency required.

CERTIFICATES, LICENSES, REGISTRATIONS

• Possession of valid driver’s license and maintenance of clean driving record required with the ability to obtain a valid Florida driver’s license within 30 days from date of hire.

Knowledge, Skills & Abilities

• Knowledge of standard office methods and procedures.
• Ability to focus on the positive in every situation.
• Ability to model respect for individuals, teams, and the organization.
• Ability to stay centered when challenged.
• Ability to establish and maintain the trust and confidence of the department and public.
• Ability to adhere to regulations and policies of the department.
• Knowledge of Utility terminology and documentation.
• Knowledge of professional customer service practices across telephone, email, and chat.
• Proficient with Microsoft Suite products and the ability to learn and utilize department specific software applications.
• Ability to work under pressure and meet deadlines.
• Ability to communicate with challenging customers and situations in a courteous manner while maintaining professionalism, empathy, and adherence to City policies.
• Ability to accurately access, input, retrieve, and manage customer information within computerized systems while safeguarding the confidentiality and integrity of customer records.
• Ability to operate basic office equipment and technology required to perform assigned duties.
• Ability to accurately maintain electronic records, document customer interactions, and prepare reports as required.
• Ability to analyze numerical data, customer accounts, and water consumption patterns to identify irregularities, investigate discrepancies, and ensure accurate billing.
• Ability to gather relevant information, exercise sound judgement and make decisions consistent with City policies and essential job functions.
• Ability to independently follow customer concerns from initial contact through resolution, identifying solutions and ensuring timely follow-up and customer satisfaction.
• Ability to establish and maintain effective working relationships with employees and the public.
• Ability to communicate effectively in writing and orally.
• Ability to follow through with assigned tasks.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, talk, hear, and use hands to finger, handle, or feel. The employee is frequently required to walk and reach with hands and arms. The employee is occasionally required to stand and stoop, kneel, and crouch. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 35 pounds. Specific vision abilities required by this job include close vision and ability to adjust vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate. The office environment is fast-paced.

Documentation Requirements

Please Read Carefully

Applicants, including City of Port St Lucie employees, must upload and submit attached copies of their education credentials with the employment application. Please be sure to attach all required documents to your employment application each time you apply. Uploaded documents remain in your online profile, but they will not attach automatically, and you will be deemed ineligible without the proper documentation.

ALL DOCUMENTS SUBMITTED MUST BE CLEAR, LEGIBLE, AND IN PROPER FORMAT.

THE FOLLOWING DOCUMENT(S) ARE REQUIRED AT THE TIME OF APPLICATION AND ARE ACCEPTABLE FORMS OF PROOF:

• Proof of education in the form of a diploma, degree, or transcripts. Foreign diplomas/degrees must be submitted with a credential evaluation report from an approved credential evaluation agency*. Translations of diplomas/degrees are not accepted. Audit/Academic reports are not accepted as substitutions for college transcripts.
• Driver's License: A Valid Driver's License from any state (Equivalent to a State of Florida Class E) may be utilized upon application; however, within thirty (30) days from the date of hire, a State of Florida Driver's License (Class E or higher) must be presented.
• Approved Credential Evaluation Agencies:

Credential evaluation reports showing the United States equivalency for academic credentials earned in other countries may be provided by:

• An accredited four-year college or university in the United States, OR
• A current member of the National Association of Credential Evaluation Services (NACES), OR
• A current member of the Association of International Credential Evaluators (AICE), OR
• A recognized Professional Organization

For an additional list of approved credential evaluation agencies, visit the Florida Department of Education

It is the applicant's responsibility to ensure that all required documents submitted with the employment application are in a format that is acceptable, clear, and legible for eligibility determination or risk being disqualified.

Applicants, including City of Port St Lucie employees, must completely detail their work experience on the employment application or risk being disqualified. Resumes will not be reviewed in place of the employment application.

It is the applicant's responsibility to update their online profile with personal data, work experience, education, and certifications when submitting application(s); failure to do so may result in disqualification.

12 paid holidays per year

Vacation Leave

1-3 years- 10 days

4-9 years- 15 days

10-19 years- 20 days

20+ years- 25 days

PT employees accrue depending on hours worked

Personal Days

2 days for non-exempt employees per year

3 days for exempt employees per year

Sick Time

FT employees accrue 8 hours per month

PT employees accrue 4 hours per month

Retirement Plan

The City contributes an amount equal to 11.4% of an eligible employee's biweekly earnings into a 401(a) Defined Contribution Plan. Employee contributes 1%.

457 Deferred Compensation Plan and Roth IRA

$50,000 Basic Term Life Insurance

$50,000 Accidental Death & Dismemberment Insurance

Short-Term and Long-Term Disability

Health, Vision and Dental Insurance

Optional Benefits

Tuition Reimbursement

Flexible Spending Account

Wellness Program

Health Reimbursement Account

Employee Assistance Plan

Supplemental Life

Legal insurance

The of City Port St. Lucie provides a wide array of benefits to meet the diverse needs of our employees. For additional details on benefits offer by the City of Port St. Lucie, see the link below.

Click Here to View Benefit Highlight Booklet

01

This position is posted on the external career site intended for applicants who are not currently employed by the City of Port St. Lucie. Are you currently an internal employee of the City of Port St Lucie? Note: If you are a current employee, please exit this application and apply through the internal career portal to ensure proper processing.

• Yes, I am a current employee
• No, I am not a current employee

02

Do you have a high school diploma or equivalent GED? A high school diploma or GED must be presented at time of employment.

• Yes
• No

03

Do you have a minimum of two (2) years of experience in customer service, preferably in the Utility industry and/ or other government agency?

• Yes
• No

04

Do you have a valid driver's license? Please note: If you have an out-of-state driver's license, you will be required to obtain a valid Florida driver’s license within 30 days from the date of hire

• Yes
• No
• Required Question