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Utilities Customer Service
Responsibilities
Customer Service
  • Provide quality Customer Service to over 77,800 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 terminating accounts
  • Transfer service
  • Explain the rates and fees for all utilities on the customer's bills
  • Answer questions about leaks, mainbreaks 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 77,800 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 81,600 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 serveral vendors
  • Research and prepare a wide variety of analytical reports for various departments and other utility companies

Lora Howell
Utility Accounting Manager
Email

65 Stone St.
Cocoa, FL 32922

Ph: (321) 433-8400
Fx: (321) 433-8408

Hours
Monday - Friday
8:00 am - 5:00 pm