GENERAL STATEMENT OF JOB
Supervises and oversees the daily operations of the Water & Sewer Customer Service Department.
ESSENTIAL JOB FUNCTIONS
Interviews, hires, trains, assigns and directs work; evaluates performance, recognizes and rewards employees, and completes disciplinary actions.
Provides leadership and direction to the team; ensures that the staff have the necessary training and tools to provide exceptional customer service.
Provides information to customers concerning billing issues and interpretation of ordinances; responds to and resolves difficult and/or sensitive customer inquiries or complaints.
Motivates, inspires, coaches, supports and provides guidance to staff; effectively and professionally diffuses tense situations and manages conflict.
Creates, maintains, and updates policy and procedure documentation; communicates expectations to ensure established policies and procedures are followed.
Sets goals and objectives; effectively presents strategies to achieve them.
Communicates, collaborates and strategizes with the leadership at other Water & Sewer divisions to improve departmental processes and resolve issues.
Assists with preparing the annual operating budget.
Perform related duties as required.
MINIMUM TRAINING AND EXPERIENCE
Associate’s degree with course work emphasis in Business Management, Administration or a closely related field supplemented by four (4) years of progressively responsible experience in customer service or administrative support functions, including a minimum of two years in a supervisory capacity, or an equivalent combination of education, training and experience that provides the required knowledge, skills and abilities. Must possess good planning, organization, and interpersonal skills. Must be able to think critically, act decisively, analyze data, solve problems, and take initiative. Requires a sense of urgency and the ability to express concern for customers’ needs. Requires the ability to collaborate within a team environment. Requires the ability to work under pressure and a high level of stress. Experience with computerized billing and cash receipts systems is preferred. Experience using Naviline software is preferred. Experience with a water and sewer utility is preferred. Requires a valid driver license.
MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS
Physical Requirements: Must be physically able to operate a variety of machines and equipment including computers, telephones, facsimile machines, copiers, etc. Must be able to exert 10 to 25 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Physical demands are essentially those of sedentary work.
Interpersonal Communication: Requires the ability of speaking and/or signaling people to convey or exchange information; includes issuing and receiving assignments and/or directions. Requires the ability to tactfully and effectively interact with the public and with co-workers.
Language Ability: Requires the ability to read a variety of technical data, policy and procedure manuals, codes, professional journals, etc. in moderately complex terminology. Requires the ability to prepare forms and reports using prescribed formats, and adhering to all rules of grammar, spelling, diction and punctuation. Requires the ability to communicate effectively in Standard English. Requires the ability to communicate with a broad array of individuals from various professional backgrounds. Must be able to articulate information to others.
Intelligence: Requires the ability to apply principles of logical or scientific thinking to define problems, collect data, establish facts and draw valid conclusions; to interpret a variety of technical instructions in written, mathematical or diagrammatic form; to learn and understand relatively complex principles and techniques; to make independent judgments in absence of supervision; to acquire knowledge of topics related to primary occupation. Requires the application of principles of influence systems and synthesis functions.
Verbal Aptitude: Requires the ability to record and deliver information, to explain procedures, to follow oral and written instructions. Must be able to communicate effectively with co-workers, the public, and supervisors.
Numerical Aptitude: Must be able to add, subtract, multiply and divide; to determine weight; calculate decimals and percentages; compute discount, profit and loss, ratio and proportion.
Interpersonal Temperament: Requires the ability to deal with people beyond receiving instructions. Must be able to perform under high levels of stress, imposed by frequent deadlines, peak workloads, or public contact.
Physical Communication: Requires the ability to talk and hear: (talking: expressing or exchanging ideas by means of spoken words; hearing: perceiving nature of sounds by ear). Must be able to hear and understand communications through telephone and radio.
Health Insurance is provided at a low cost to employees; family coverage is also available at a reasonable rate.
Life Insurance – The BCC provides $25,000 of basic life and accidental death and dismemberment (AD&D) insurance for each employee. Employees may purchase optional group term life insurance in $25,000 increments up to a maximum of $500,000.
Long Term Disability – BCC provides a long-term disability for all full-time employees. Has a six-month waiting period from date of incident, and then receives 50% of salary up to five years. Employee may buy up an additional 10%.
Dental Insurance is provided at no cost to employee; family coverage is available for a reasonable rate.
Section 125 Plan (Flexible Spending Plan) – Allows employees to pre-tax certain insurance costs; unreimbursed medical; and dependent care expenses.
Florida Retirement System (FRS) – The County pays a percent of the employees’ salary into the FRS.
Holidays /Annual and Sick Leave Accruals – The County offers 10 paid holidays and annual and sick leave accrual.
Bereavement Leave – In the event of death in an employee’s immediate family (as defined in the Human Resources policy), he/she may be granted bereavement leave with pay for up to a maximum of twenty-four hours (24) hours.
Deferred Compensation Savings is offered to all full-time employees through payroll deduction.
Full-time employees offered free membership to Central Credit Union of Florida and Eglin Federal Credit Union. Participate through payroll deduction.
Full-time employees may purchase U.S. Bonds through payroll deductions.
Employee Assistance Program (EAP) – Full-time employees may use the EAP after completion of 6 month Probationary period. Three counseling sessions will be provided by the EAP provider at no cost to employee/spouse or dependent.
Educational Reimbursement Program – Reimbursement of tuition and books for all full-time employees after one year of employment. (Department Head approval required).