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
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