Utilities Data Collection Account Specialist I

The Utilities Division is responsible for public health and safety, as well as safeguarding the environment, by providing crucial safe water and wastewater services. This position is part of the team that provides services necessary for human health, economic stability, and overall societal wellbeing. At the core of the mission of providing these services includes commitment to providing excellent customer service to our citizens, business partners, regulatory agencies, and other county divisions.

MAJOR FUNCTION Provides customer support and field coordination for the Data Collection unit, including validating account information, analyzing consumption data, monitoring contractor work, and supporting conservation efforts. Ensures accuracy in meter tracking, service orders, and utility compliance while addressing customer inquiries and high-use concerns.

ILLUSTRATIVE DUTIES Includes, but not limited to, the following: Contractor & Field Coordination

• Assign work to field contractors and monitor quality standards.

• Review contractor invoices and verify billing accuracy per contracts.

• Track installed meters, backflow devices, and service orders within Polk County U li es service areas.

• Coordinate site surveys, quotes, and service availability verification via geographic information systems (GIS) and other records.

• Monitor work progress of field teams and other departments, ensuring deadlines and quality standards are met. Customer Support & Account Management

• Handle high-use complaints, providing guidance and audit findings to assist customers.

• Recommend bill adjustments based on consumption audits according to policy.

• Respond to escalated customer inquiries and complaints professionally.

• Maintain accurate customer information system (CIS) records, inventory, and account documentation.

• Coordinate service address updates with Property Appraiser records. Data Analysis & Process Improvement

• Analyze consumption trends and provide actionable solutions.

• Initiate, monitor, and close service orders for meter installations, audits, and maintenance.

• Assist in interpretation and application of county ordinances, regulations, and policies.

• Support special projects to improve operations, interdepartmental coordination, and customer service.

• Collaborate with internal departments to resolve operational or customer-related issues. Performs related du es as required.

Must have the physical, developmental and mental ability to perform job tasks, work efforts, * Metering hardware, software, and field service requirements.

• Industry standards, county/state regulations, and utility ordinances.

• Geographic locations within the service area to support operational tasks.

• Microsoft Office suite, customer information systems (CIS), geographic information systems (GIS), and related software applications.

• Customer service best practices and conflict resolution strategies.

Ability to

• Manage and priori ze multiple tasks to meet deadlines.
• Handle customer interactions via phone and in person with professionalism.
• De-escalate complex or high-stress customer situations calmly.
• Analyze consumption data to identify root causes and propose solutions.
• Communicate clearly and effectively, both verbally and in writing, with the public, vendors, and employees., * Graduate of an accredited high school or have an acceptable equivalency diploma.
• Must have a valid driver's license and be able to secure and maintain a valid Florida driver's license within 30 days of employment.

Data Collection Account Specialist I - Paygrade 12

• Minimum two (2) years of customer service experience and two (2) years administrative work experience, preferably including the knowledge of spreadsheets and analytic review.

A comparable amount of related training and experience may be substituted for the minimum qualifications.

SPECIAL REQUIREMENTS

All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location and work schedule to fit the needs of the County and its citizens.

High School Graduate