Provide quality Customer Service to over 90,000 customers
Answer over 12,000 monthly telephone calls from various customers with a variety of questions
Assist over 7,500 walk in customers
Set up payment plans and extensions
Process new and terminate accounts
Transfer service
Explain the rates and fees for all utilities on the customer's bills
Answer questions about leaks, water main breaks and boil water notices
Provide customers with forms to facilitate their payments
Collect monies for all new construction meters
Work closely with Field Services to research any irregularities to customers accounts
Work closely with Billing to correct any irregularities to customer's accounts
Field Services
Reading and recording of 90,000 water and reuse meters
Maintaining meters and the easements to the water meters
Reporting illegal connections
Investigating leaks, stuck meters and other irregularities
Billing
Editing and processing bills. The City of Cocoa sends out over 85,000 water bills per month. Utility services for Brevard County; the Cities of Rockledge, Cape Canaveral, Titusville and Cocoa Beach; Sun Lake and Colony Park are also billed on the Cocoa Water bill
Collecting and processing of utility payments
Process all final billing and refunds
Reconcile payments from various banking facilities, including credit cards and lockbox payments
Facilitate the collection process of all debt
Liaisons to Waste Management for Cocoa Residence
Assist in the reconciliation of the Utility Accounting System
Work closely with the Customer Service division to assist in Customer satisfaction
Work closely with Field Services to correct any irregularities with Customers accounts
Monitor the work and contracts of several vendors
Research and prepare a wide variety of analytical reports for various departments