| CUSTOMER ACCOUNT ANALYST |
Job Code: 8891
Pay Grade: 012
FLSA Status: Non-Exempt
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| General Functions |
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This is highly responsible customer service research, analysis and problem resolution work. An incumbent in this position is responsible for technical and public relations work assisting customers with utility problems and utilization of existing programs and services. Coordinates work efforts with other sections of the Customer Service Division. Performs on-site inspections of residential and commercial buildings. Work is performed according to guidelines and instructions from supervisor, with ability to make independent judgments and initiatives. Work is reviewed for accuracy and quality through evaluation of daily activities, written and oral reports and customer feedback. |
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| Representative Duties /Assignments |
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- Responds to complex customer inquiries and concerns and determines appropriate resolution.
- Prepares file maintenance and updates customer accounts and all related paperwork.
- Performs water audits which include, leak testing and flow testing meters for accuracy.
- Performs on-site inspections of building structures, equipment and appliances.
- Assists customers with account information and provides information about meter functioning and utility services.
- Researches, analyzes and/or reconciles complex customer issues.
- Coordinates work efforts with other sections.
- Educates customers on meter functioning and utility services.
- Maintains the Account Analyst’s calendar and schedules appointments with customers.
- Performs other related duties as assigned.
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| Minimum Qualifications |
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High school diploma or equivalent. Five years of experience to include two years of utility experience and two years of customer service involving direct customer contact. General knowledge of Windows based software applications. Must be able to communicate effectively in oral and written forms. Must possess a valid Florida Driver’s License. Must have the ability to communicate effectively with the public to explain County policies and procedures. Must be able to deal with irate customers.
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| Preferences |
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Three years of utility experience to include billing, meter reading/servicing and knowledge of irrigation system set up. |
