PURPOSE OF CLASSIFICATION

The purpose of this classification is to provide exceptional service to internal and external customers

in office, field, telephone and web settings. Employees in this classification are the public face of

the FKAA. Position reports to the Customer Service Area Manager.

ESSENTIAL FUNCTIONS

The following duties are normal for this position. The omission of specific statements of the duties does not exclude

them from the classification if the work is similar, related, or a logical assignment for this classification. Other

duties may be required and assigned.

Contributes to achieving FKAA strategic mission, vision, goals and values.

Establishes and transfers customer accounts; processes customer payments and account adjustments,

including verification and collection of fees, new installations, address changes, turn-ons, turn-offs,

transfers, service orders, abatements, tampering investigations and data entry.

Communicates policies, programs and public information to customers.

Generates and analyzes reports in broad area of responsibility; takes corrective action and follows

through to completion as appropriate.

Handles customer concerns and inquiries in the office, field, by telephone, mail, and web with

professionalism, tact, clarity, thoroughness, accuracy, and a positive attitude.

Provides superior service in Contact Center.

Researches customer accounts and develops solutions for approval as needed.

Receives customer payments; balances register.

Meets with customers in the office to assist with high consumption investigations, leak repair

verification, collections, meter relocations and public outreach events.

Prepares or completes various forms, reports, correspondence, or other documents.

Responsible for pending document files, open payment agreements, and returned financial

instruments.

Identifies areas for process and service improvement and suggests solutions that increase efficiency

and improve the customer experience.

Orders supplies and stocks shelves.

Assists customers with Senior Citizen and Disabled Veteran discount program

Assists customers with toilet rebate programs

Processes customer leak abatements

Receives various forms, reports, correspondence, manuals, reference materials, or other

documentation; reviews, completes, processes, forwards or retains as appropriate.

Operates a computer to enter, retrieve, review or modify data; verifies accuracy of entered data and

makes corrections; utilizes word processing, spreadsheet, or other software programs.

Communicates with supervisor, employees, other departments, and the public to coordinate work

activities, review status of work, exchange information, or resolve problems with professionalism,

integrity, and a positive attitude.

ADDITIONAL FUNCTIONS

Assists in hurricane preparedness.

Assists with special projects as needed.

Provides assistance to other employees or departments as needed.

Distributes conservation kits and explains their use.

Shreds documents.

Performs other related duties as required.

MINIMUM QUALIFICATIONS

High school diploma or GED; supplemented by one (1) year previous experience providing superior

customer service or any equivalent combination of education, training, and experience which

provides the requisite knowledge, skills, and abilities for this job. Must know Microsoft Word and

Excel. Must be able to operate/use computer; computer software; standard office

machines/equipment; VHF Radio; type 20 words per minute. Must possess and maintain a valid

Florida driver license. Must be able to communicate and comprehend the English language.

PERFORMANCE APTITUDES

Data Utilization: Requires the ability to calculate and/or tabulate data. Includes performing

subsequent actions in relation to these computational operations.

Human Interaction: Requires the ability to provide guidance, assistance, and/or interpretation to

others regarding the application of procedures and standards to specific situations.

Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate,

maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in

performing essential functions.

Verbal Aptitude: Requires the ability to utilize a wide variety of reference and descriptive data

and information.

Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and

division; the ability to calculate decimals and percentages; the ability to utilize principles of

fractions.

Functional Reasoning: Requires the ability to apply principles of rational systems; to interpret

instructions furnished in written, oral, diagrammatic, or schedule form; and to exercise

independent judgment to adopt or modify methods and standards to meet variations in assigned

objectives.

Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in

situations involving evaluation of information against measurable or verifiable criteria.

ADA COMPLIANCE

Physical Ability: Tasks require the ability to exert very moderate physical effort in light work,

typically involving some combination of stooping, kneeling, crouching and crawling, and which

may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate

weight (12-20 pounds).

Sensory Requirements: Some tasks require the ability to perceive and discriminate sounds and

visual cues or signals. Some tasks require the ability to communicate orally.

Environmental Factors: Performance of essential functions may require exposure to adverse

environmental conditions, such as dust, odors, or temperature and noise extremes.

The Florida Keys Aqueduct Authority is an Equal Opportunity Employer. In compliance with the

Americans with Disabilities Act, the Authority will provide reasonable accommodations to qualified

individuals with disabilities and encourages both prospective and current employees to discuss

potential accommodations with the employer.

Florida Keys Aqueduct Authority

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