Utilities Customer Service
Lora Howell, Utility Accounting Manager
65 Stone Street • Cocoa, Florida 32922 • Ph: (321) 433-8400 • Fax: (321) 433-8408 • Monday - Friday • 8:00 am - 5:00 pm
Info
EFFECTIVE 1/26/09
Customer Service has new phone and fax numbers:
- Phone: (321) 433-8400
- Fax: (321) 433-8408
News
NEW FEATURE: Pay your water bill using the new automated phone service - No Charge!!!
Call (321) 433-8400 and follow the prompts.
Responsibilities
Customer Service
- Provide quality Customer Service to over 77,800 customers.
- Answer over 12,300 telephone calls from various customers with a variety of questions.
- Assist over 7,500 walk in customers.
- Take water payments over the phone.
- 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.
- Installing and testing backflow devices.
- Removing meters.
- Calibrating meters.
- Repair meter boxes.
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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