Customer Care Specialist I

Salary : $47,361.60 Annually Location : Jacksonville Beach City Hall, FL Job Type: Full-Time Regular Job Number: 00682 Department: Finance Division: Utility Billing Opening Date: 03/06/2026 CORE PURPOSE AND VALUES Our employees uphold and promote the mission, vision, and core values of the City of Jacksonville Beach. To be successful, an individual must be able to perform the essential functions of the job and demonstrate a strong desire to be a part of our EPIC Team: Empowerment -Enabling employees to achieve work-life balance & professional growth and success Pride - A small coastal city dedicated to displaying a big heart through our commitment to the community Integrity - We hold ourselves, individually and collectively, accountable to our community and our organization Communication - Open & honest dialogue with our community and throughout our organization Teamwork- Working together with our community to achieve common organizational goals. JOB SUMMARY AND ESSENTIAL FUNCTIONS This position performs skilled, technical, customer support-related work in the management of utility accounts for residential, commercial, and specialized services. Performs a range of technical and administrative duties related to utility service initiation, account management, billing inquiries, and dispute resolution; does related work as required. Work is performed under the regular supervision of the Customer Care Supervisor and Customer Accounts Manager. Essential Functions Serves as the primary point of contact for customers requesting new utility service or initiating account terminations, providing clear instructions and effective resolutions. Proactively engages with customers to identify and resolve utility service issues, billing inquiries, and account discrepancies. Analyzes and processes customer information to set up accounts, verify creditworthiness, and establish deposit or security requirements. Offers customers personalized solutions for lowering utility costs, such as scheduling energy audits, or suggesting relevant City programs. Processes payments, validates customer transactions, and ensures proper posting of accounts. Collects payments in-person, assists customers via automated systems, and balances cash drawers daily. Prepares and processes bank deposits, daily reconciliations, and financial reporting, ensuring accuracy in all transactions. Resolves customer disputes with professionalism, using sound judgment and knowledge of City ordinances, utility policies, and billing practices. Assists customers with technical inquiries related to their accounts, energy usage, automated payment systems, and City services. Follows established procedures for troubleshooting and resolving system or service interruptions and escalating more complex issues to senior staff when necessary. Monitors the creation and distribution of utility bills, ensuring timely processing with third-party print and mail services. Prepares and reviews various reports, customer surveys, and statistical analyses. Operates office equipment, including mail processing, check processing systems, and other relevant tools to facilitate day-to-day operations. Works closely with their Team Leads and other team members to ensure smooth operations of the customer service function. Contributes to team meetings and shares feedback on ways to improve processes, service quality, and customer satisfaction. Performs other related tasks as required. QUALIFICATIONS AND PHYSICAL DEMANDSEducation and Experience: A high school diploma or equivalent and two years of experience in customer service, office administration, bookkeeping, cashiering, or a related field. Prior experience in utility billing or account management is preferred. Knowledge, Skills and Abilities: Thorough knowledge of standard office equipment and commonly used software applications. Strong skills in communication, with the ability to handle difficult customers professionally and empathetically, even under pressure. Skill in performing basic mathematical computations for billing, payment reconciliation, and financial reporting with speed and accuracy. Ability to manage multiple tasks simultaneously while maintaining high levels of accuracy in a fast-paced environment. Ability to comprehend verbal and written instructions. Ability to handle a high volume of customer inquiries via phone, email, and in-person interactions. Ability to analyze situations and identify potential solutions. Ability to establish and maintain effective working relationships with team members, customers, and other departments. This position is part of the Qualification Advancement Program. To advance to Customer Care Specialist II, an employee must complete two years of service as a Customer Care Specialist I and demonstrate proficiency in all essential functions of the Customer Care Specialist I position. Physical Demands The work is light work requiring the exertion of up to 20 pounds of force occasionally, up to 10 pounds of force frequently, and a negligible amount of force constantly to move objects. The work requires mental acuity including the ability to make rational decisions through sound logic and deductive processes. Additionally, the following physical abilities are required: Hearing: Required to perceive information at normal spoken word levels. Manual Dexterity: Picking, pinching, or otherwise working, primarily with fingers rather than with the whole hand as in handling. Repetitive Motion: Substantial movements (motions) of the wrist, hands, and/or fingers. Vocal Communication: Required for expressing or exchanging ideas by means of the spoken word. Visual Acuity: Required for preparing and analyzing written or computer data, determining the accuracy and thoroughness of work, and observing general surroundings and activities. WORK ENVIRONMENT AND OTHER INFORMATION Work Environment The worker is not subject to adverse environmental conditions. Other Information Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description. The job description does not constitute an employment agreement between the City of Jacksonville Beach and the employee and is subject to change by the City as the needs of the City and requirements of the job change. The City of Jacksonville Beach provides a wide array of benefits to meet the diverse needs of our employees. Our comprehensive benefit programs include medical, dental and vision plans; life insurance coverage for you and your dependents; flexible spending plans for medical reimbursement and dependent care; an employee assistance program for you and your dependents. We also provide an extensive wellness program that includes activities, lunch and learns, and health fairs. Click to see more details on benefits. 01 Each applicant must complete this supplemental questionnaire as a part of the application screening and selection process. The information you provide will be reviewed and used to determine your eligibility to move forward in the selection process. Copying and pasting your resume or stating "see resume" does NOT fulfill the requirements of the question. Incomplete responses, false statements, omissions, or partial information may result in disqualification from the selection process. Do you agree to answer each supplemental question truthfully and certify that your responses can be verified from information included within the application? Yes No 02 This positon requires working as member of a team that values empowerment, pride, integrity, communication and teamwork. Are you willing to commit to these values? Yes No 03 Candidates selected for this position will be subject to a comprehensive background check, which includes employment verification, a criminal history review, and a credit check. I have read and understand the above statement. 04 If you are a current employee with the City of Jacksonville Beach, in the event that you qualify for this position, you are required to notify your supervisor of the scheduled interview. I have read and understand the above statement. 05 For external candidates, the starting salary for this position is $22.77 per hour, depending on qualifications. For internal candidates, the starting salary will be based on A.04 and A.05 of the City's Personnel Policies and Procedures. Is this acceptable to you? Yes No 06 I acknowledge that, as a condition of employment, participation in the organization's pension plan is mandatory. This plan requires a deduction of 7.95% from my gross pay each pay period, which is intended to support long-term financial security. I understand that I may contact the Human Resources department with any questions or for further clarification about the pension plan. Yes, I acknowledge and agree to the mandatory pension plan and payroll deduction. No, I do not agree to the mandatory pension plan and payroll deduction. 07 What is the highest level of education you have completed? Less than High School High School or Equivalent Some College Associates Degree Bachelor's Degree Master's Degree + 08 Are you able to work an 8 hour shift schedule Monday-Friday between the hours of 7:00 A.M. - 6:00 P.M.? Yes No 09 How many years of experience do you have in customer service, office administration, bookkeeping, and/or cashiering? No experience 1 year to less than 2 years 2 years to less than 3 years 3 years or more 10 Please describe the specific roles you've held and the responsibilities you had related to customer service, office administration, bookkeeping, and/or cashiering. 11 How many years of handling cash/check payment experience do you have? No experience Less than 2 years 2 years to less than 3 years 3 years to less than 4 years 4 years to less than 5 years 5 years or more 12 Do you have prior experience in utility billing and/or account management? Yes No 13 Check all that apply to your customer service experience: Call center customer service experience Point-of-sale customer service experience (i.e. retail, fast-food, cashier, bartender, waiter/waitress, or similar experience) Customer care/payment center customer service experience. (i.e. bank teller, utility payment/customer care center, cellphone service store, or similar experience) Other type of customer service experience not listed. No customer service experience. Required Question

Created: 2026-03-10