Customer Support Tech I

JOB SUMMARY

The Customer Service Specialist serves as the frontline representative for the Utility Billing Department, assisting residents and businesses with billing inquiries, service requests, payments, and account maintenance. This role also plays a proactive part in monitoring meter alarms and usage patterns to help customers identify and resolve potential leaks or high consumption issues early. The position requires excellent communication, problem-solving, and multitasking skills.

ESSENTIAL FUNCTIONS

Customer Support & Payments (70%)

• Greets customers and responds to account inquiries via phone, email, and in person
• Accepts payments through multiple channels and ensures accurate posting to accounts
• Establishes new residential and commercial accounts; processes service requests and closures
• Researches account history, billing issues, and payment disputes; resolves customer complaints professionally

Proactive Meter Monitoring & Issue Resolution (15%)

• Reviews electronic meter data and alerts to identify potential leaks or abnormal usage
• Contacts customers to discuss meter alarms or high consumption, offering guidance or generating work orders
• Collaborates with the Customer Support Specialist to schedule follow-ups and monitor resolution

Clerical and Administrative Tasks (10%)

• Maintains and updates customer accounts and billing records
• Assists in the preparation of correspondence, refund requests, reports, and notices
• Provides support for daily deposits and document filing as needed

Other Duties (5%)

• Assists with park reservations and coordination with the Parks and Recreation Division
• Supports special projects and peak service periods as assigned

Please note this job description is not designed to cover or contain a comprehensive listing or activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

REQUIRED EDUCATION AND EXPERIENCE

• High School graduation or possession of an acceptable equivalency diploma
• A minimum of two (2) years of experience involving customer service
• 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 City rates, Ordinances, and billing polices
• General knowledge of principles and practices of bookkeeping and ability to apply knowledge in work situations
• General knowledge of customer service techniques
• General knowledge of Microsoft Office applications
• Ability to establish and maintain effective working relationships with management and personnel, co-workers, outside agencies and the general public
• Ability to keep complete records; assemble and organize data
• Ability to organize, prioritize, and complete job demands under pressure with short deadlines
• Ability to express ideas clearly and concisely, in writing and orally
• Ability to meet job demands under pressure with short deadlines

WORK ENVIRONMENT

• Primarily, works indoors in an office environment
• Moderate noise level in the work environment
• Typically, performs work in standard office lighting with significant exposure to a computer monitor

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
• Sufficient manual dexterity to allow the use of a keyboard and writing
• Sufficient visual acuity to read and comprehend departmental reports and documents
• Acceptable hearing (with or without hearing aid)
• Tasks involve using general office supplies and equipment

Applications will be viewed once the position closes on August 19th, 2026

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.