Utilities Customer Service

Responsibilities

Customer Service

• 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