Customer Service & Operations Coordinator Job Vacancy in City of North Port, FL North Port, FL – Latest Jobs in North Port, FL

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Company Name : City of North Port, FL
Location : North Port, FL
Position : Customer Service & Operations Coordinator

Job Description : General Description
This is a highly responsible supervisory position responsible for coordinating all customer service functions relating to customer accounts and service to include billing, collections, and the reading of utility meters. Work is performed under general direction of the Utilities Business Manager.

Essential Job Functions
Leads, motivates, directs, evaluates and supervises customer service staff to include all aspects of cashiering.
Leads, motivates, directs, evaluates and supervises meter reading staff to include all aspects of meter reading.
Supervises the training of all cashiering and meter reading staff.
Participates in, makes recommendations for changes and improvements, implements and monitors work activities to ensure compliance with existing standards, policies and procedures.
Communicates with customers courteously and professionally in person, on the telephone, by email and by mail, to resolve more complex customer concerns and complaints satisfactorily in accordance with established guidelines.
Coordinates with meter reading staff regarding the reading of meters, service orders, and schedules daily work
Coordinates the layout and revising of meter reading routes and related maps with billing schedule.
Prepares the yearly meter reading schedule so staff can prepare the billing schedule.
Verifies work and findings of the meter reading staff through re-reads and verifies and coordinates with customer service staff to follow up as needed.
Performs customer service duties including responding to more complex customer inquiries and irate customers.
Develops, implements and maintains all aspects of office operations involving customer contact, billing, accounting, and collections.
Coordinates customer inquiries and resolves more complex inquiries or concerns relating to service or billing procedures, requirements for final or initiating service, etc.
Coordinates with the Department’s Outreach Coordinator regarding release of information to the public via the City’s website, direct mail, social media, etc.
Downloads, analyzes, corrects and distributes reports.
Researches financial transactions, which may be complex in nature.
Coordinates with the Department’s Outreach Coordinator regarding visits, education and presentations to local elementary schools, summer camps; and attendance of events for new residents.
Oversees cash and check revenues of the City, including daily cash receipts according to City policy.
Coordinates with the IT department regarding program updates and technical issues.
Submits appropriate budget requests to include researching financial information.
Ensures all vendor documentation has been received from vendors being utilized and prepares all
documents needed for purchasing from vendors.
Responsible for creating and maintaining Standard Operating Procedures.
Provides back-up functions to all operational and cashiering areas within the division.
Train and monitor the performance of assigned staff including the development of agreed upon goals.
Responsible for the review of application and interviewing of potential new hires.
(These essential job functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other related duties as assigned, including City-directed work assignments in the event of a declared emergency.)
Knowledge/Skills/Abilities
Knowledge of office management, to include customer service, billing systems, accounting and record-keeping practices.
Knowledge of water meters and meter reading.
Advanced knowledge of principles of supervision, training and performance evaluation.
Knowledge of principles and procedures of municipal budget administration and procurement.
Excellent customer service skills, including ability to communicate effectively, both in person and in writing.
Skilled in the use of small office equipment, including copy machines or multi-line telephone systems.
Skilled in using computers for word processing and accounting purposes.
Ability to effectively select, lead, motivate, train and direct staff.
Ability to plan, organize, supervise and inspect the work of customer service and meter reading staff.
Ability to work autonomously and self-motivate with minimal direction.
Ability to interpret and implement customer service related concepts, policies and procedures to maintain and/or improve service delivery and customer satisfaction.
Ability to identify and resolve more complex customer service requests and inquiries.
Ability to create utility’s meter reading routes and sequences.
Ability to perform complex mathematical calculations and to prepare summaries and reports.
Ability to communicate clearly and effectively in business communications.
Ability to plan, prioritize and evaluate work assignments of customer service and meter reading staff.
Ability to develop and maintain well-trained customer service and meter reading teams that deliver high quality customer service.
Ability to plan, organize and use mature, independent judgment in evaluating situations and making decisions in accordance with established policy.
Ability to review applications, interview, and make hiring recommendations.
Ability to maintain a positive and professional attitude during stressful situations.
Ability to prioritize, multitask, and show flexibility as needed based on daily demands.
Ability to work in a team environment and to establish and maintain effective working relationships with City officials, other employees, vendors, and the public.
Education, Experience, Licenses and Certifications
Education and Experience:
Bachelor of Science degree from an accredited college or university in Business or Public Administration, Finance, or a related field.
Minimum of four (4) years of experience in customer service, revenue collection, billing, and utilities related field.
Two (2) years of supervisory experience.

(A comparable amount of relevant training, education and/or experience may be substituted for the above qualifications.)

Licenses and Certifications:
Possession of or ability to obtain a valid Florida driver’s license by date of hire.
All benefits are effective the 1st of the month following 30 days.

Aetna – Health Insurance

The City offers eligible employees the choice of 2 Open Access In Network plans and 1 Open Access PPO Plan. Premiums and co-pays are dependent upon your plan choice.

Cigna Dental– Dental InsuranceThe City’s dental plan is a PPO plan providing eligible employees with in network or out of network options. You are entitled to two (2) preventive care treatments per calendar year (6 months apart). There is a $1,500 lifetime maximum for Orthodontia (children up to age 19). Premiums will depend on which tier you choose.

EyeMed Vision Care – Vision InsuranceThe City’s vision plan allows eligible employees to stay in network or go out of network. Your co-pays will vary depending on the network you use. You are entitled to an exam, frames and lenses once every 12 months.

Cigna Life – Life, Voluntary Life, Dependent Life InsuranceThe City offers eligible employees a basic term life insurance benefit equal to their annual salary up to a $75,000 maximum at no charge. You can purchase additional voluntary life insurance for yourself and your dependents.

Cigna – Short Term DisabilityThe City provides short term disability coverage to all eligible employees at no cost to the employee. This coverage is used in the event of an accident or illness outside of work. The plan pays 66.67% of your weekly salary up to a maximum of $1,000. Benefits begin on the 31st day of your disability. The City offers a buy-up to the Short Term Disability Benefit with a 7 day wait period.

E-Flex – Flexible Spending AccountA flexible spending account helps you pay out-of-pocket medical, dental, eye care, daycare and other expenses, with tax deferred money deducted from your paycheck each payroll. The maximum annual election is $2,500.00. Over-the-counter medications must be accompanied by a doctor’s prescription although other medical supplies will still be eligible for reimbursement. This is a voluntary benefit.

Trustmark– Supplemental PolicesTrustmark Insurance Company offers voluntary supplemental Critical Illness/Cancer, Accident and Universal Life policies which are paid for by the employee.

LifeLock Benefit Solutions

Protect your personal information and defend against attacks with 24/7, proactive identity theft protection from LifeLock. This is an employee paid voluntary program.

ICMA-RC – Deferred Compensation PlansThe City offers eligible employees the opportunity to enroll in a deferred retirement plan. The money that is deducted from your paycheck each payroll is put into this account and is tax deferred at the end of the year. One-on-one meetings with each company are held quarterly so employees can speak with the representative confidentially on preparing for their retirement. This is a voluntary program.

Florida Retirement System – FRSEligible employees are enrolled in the Florida Retirement System with an 8 year vesting period. Employees contribute 3% of their gross earnings per payroll which is subject to change with the IRS.

Cigna – Employee Assistance ProgramThe City offers this program to all employees. This is a confidential counseling program for employees and their families. The City pays for 3 visits and if you choose to continue, you would use the specialist co-pay on your insurance plan. Counseling can include stress, alcoholism, family problems, marriage difficulties, financial trouble, depression, work/life and more.

VPI – Veterinary Pet Insurance

The City offers Pet Insurance as a voluntary benefit. This benefit is not payroll deducted.

Florida Prepaid College Board

Employees are eligible to enroll in college savings programs as well as 529 plans.Educational Assistance ProgramEmployees are eligible for job-related or degree required educational assistance reimbursement up to $2,500 per fiscal year (subject to the availability of funds).

Paid HolidaysThe City observes 12 paid holidays per year.

Sick Leave and Annual Leave

Full time employees accrue eight (8) hours per month starting on the first day of employment. Accruals and usage will appear on your pay stub each payroll. Full time employees accrue annual leave (vacation) bi-weekly, based on years of service.

Sick Leave IncentiveEmployees receive an incentive of up to four (4) days per calendar year for every 250 hours remaining in their sick leave bank. Sick leave incentive days cannot be carried over to the next year.

Personal LeaveEmployees are eligible for a maximum of two (2) personal leave days per calendar year when they have accrued 96 or sick more hours. This leave is approved by the department director through the department leave approval process.

Bereavement LeaveEmployees are entitled to five (5) days of bereavement leave in the event of the death of an immediate family member. Employees should check the personnel policy or union contracts, whichever is applicable, for the definition of an “immediate family member”.

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