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.
