Customer Support Specialist

JOB SUMMARY

The Customer Support Specialist provides administrative, analytical, and operational support to the Utility Billing Department. This role serves as a connection between customer service and the supervisor by performing clerical tasks, compiling reports, coordinating internal workflows, and assisting with meter related activities. The position improves efficiency in the Utility Billing Department by allowing the Supervisor to focus on strategic oversight and meter maintenance, while supporting Customer Service Specialists in proactive customer engagement.

ESSENTIAL FUNCTIONS:

Clerical and Administrative Support (40%)

- Prepares daily deposits and cash summaries; submits financial reports to Finance

- Generates and distributes cutoff notices, billing reminders, and customer correspondence

- Maintains organized filing systems for utility billing records, correspondence, and forms

- Assists with preparation of mailings, notices, refund requests, and other standard communications

Meter Data & Reporting Support (25%)

- Tracks and monitors electronic meter alarms and high usage alerts

- Compiles usage and consumption data for customer service followups

- Supports routine audits of billing data and verifies meter read exceptions

- Assists with report preparation for internal performance tracking and public records

Operational Coordination (20%)

- Supports implementation of billing workflows, internal control procedures, and documentation

- Coordinates with IT, Public Works, and Customer Service to assist with billing and meter issues

- Prepares training materials and assists with scheduling meetings and staff sessions

Customer and Team Support (15%)

- Provides backup support to Customer Service Specialists during highvolume periods

- Assists with escalated inquiries not requiring Supervisor involvement

- Serves as a resource for interdepartmental communications and process followthrough

REQUIRED EDUCATION AND EXPERIENCE

- High School diploma or possession of an acceptable equivalency diploma

- Considerable amount of utility billing customer service is required

- A comparable amount of training, education, or experience can be substituted for the minimum qualifications

ADDITONAL ELIGIBILITY REQUIREMENTS

- Valid Florida Driver's License

COMPETENCIES

- General knowledge of office management practices and office filing systems

- General knowledge of municipal government organizations and the services provided

- General knowledge of Microsoft Office applications, financial software, and other proprietary software

- Ability to organize, prioritize, and complete job demands under pressure with short deadlines

- Ability to establish and maintain effective working relationships with management personnel, coworkers, outside agencies, and the general public

- Ability to express ideas clearly and concisely, orally, and in writing

- Ability to meet job demands under pressure with short deadlines

WORK ENVIRONMENT

- Primarily, works indoors in an office environment

- Typically, performs work in standard office lighting with significant exposure to a computer monitor

- Moderate noise level in the work environment

PHYSICAL DEMANDS

- Typically, not physically demanding work

- Must be able to lift, carry, push, pull, move or manipulate up to 50 pounds with proper mechanics or equipment

- Must be able to sit for long periods of time

- Acceptable hearing (with or without hearing aid)

- Sufficient manual dexterity to allow the use of office equipment, a keyboard, and writing

- Sufficient visual acuity to read and comprehend departmental reports and documents

- Tasks involve using general office supplies and equipment

The City of Orange City is a Drug Free Workplace.

Individuals selected for employment must first pass a background and driving history check before commencing work with the City of Orange City.

Equal Opportunity Employer

Non Exempt Position

This position will begin reviewing applications starting on October 1st,2025 and will close the position on October 15th, 2025 midnight