Customer Service Representative

Customer Service Representative

Salary

$19.00 - $24.22 Hourly

Location

Fort Pierce, FL

Job Type

Full Time

Job Number

2026-00053

Department

Shared Services

Division

Customer Service

Opening Date

08/12/2026

• Description
• Benefits
• Questions

Position Summary and Qualifications

Salary is just one component of FPUAs excellent total compensation package. As an organization, one of our top priorities is to maintain the health and wellbeing of our employees and their families. To achieve this goal, we offer market leading benefits as summarized under the "Benefits" tab above the Description within this job posting. The salary range shown represents the minimum to midpoint salary for this position. The actual salary offered will depend on qualifications and experience.

The Customer Service Representative serves as the primary point of contact for customers. This role involves processing payments, responding to inquiries, resolving billing issues, processing service requests, and ensuring a high level of customer satisfaction through professional and courteous communication. This position operates under the direct supervision of Team Leaders or the Customer Service Supervisor.

(NOTE: There are also secondary functions, which the employee will be required to perform.)

Respond to customer inquiries via phone, email, and in-person regarding utility accounts, billing, payments, and service interruptions.

Accept and process payments in person, by mail, and electronically (cash, check, credit/debit).

Issue receipts and provide accurate change for cash transactions.

Process new service applications, transfers, and disconnections.

Investigate and resolve billing discrepancies and complaints in a timely manner.

Maintain accurate customer records and update account information in the system.

Educate customers on billing options, utility policies, procedures, and conservation programs.

Assist customers with online account access, including troubleshooting login issues and guiding them through digital tools.

Generate service orders and work requests for meter readings, repairs, and disconnections.

Handle emergency calls and escalate issues as needed.

Track and report recurring customer issues to help identify service improvement opportunities.

Participate in training sessions to stay current on utility regulations, system updates, and customer service best practices.

Maintain confidentiality of customer information in accordance with data protection policies.

Ensure compliance with company policies, public records and regulatory requirements.

Follow internal controls and procedures for cash handling and financial transactions.

Contribute to a positive team environment by sharing knowledge and supporting coworkers during high-volume periods.

Perform other duties as assigned.

High school diploma or equivalent, associate degree preferred.

1-2 years of customer service experience, preferably in a utility or municipal environment.

Proficiency in Microsoft Office and customer service software (e.g., CRM/CSM systems).

Ability to handle high call volumes and manage multiple tasks efficiently.

Knowledge of utility billing systems and procedures is a plus.

When considering new job applicants, a comparable amount of training and experience may be substituted for the minimum qualifications.

Valid State of Florida Drivers License is required.

Successful performance in this role depends on:

• Ability to initiate change and demonstrate creativity, collaboration, pride, and accountability on a continuous basis.
• General knowledge of office practices and procedures.
• Working knowledge of report generation and data compilation techniques.
• Strong customer service and interpersonal skills.
• Proficiency in mathematical calculations and financial accuracy.
• Effective problem-solving and decision-making skills.
• Skilled in time management, organization, and attention to detail.
• Competence in collaborative teamwork and maintaining positive working relationships.
• Ability to operate a personal computer, navigate the internet, and use office software effectively.
• Ability to handle cash payments, maintain accurate records, and balance cash drawers daily.
• Ability to analyze customer accounts, interpret payment data, and explain billing information concisely.
• Ability to maintain and organize filing systems, including paperless systems and document scanning.
• Ability to compile and create reports accurately and in a timely manner.
• Ability to understand and follow oral and written instructions, and interpret ordinances, rules, and regulations.
• Ability to make routine decisions in accordance with established guidelines and apply them appropriately in work situations.
• Familiarity with City Codes, FPUA policies, and utility practices is preferred.

HOLIDAYS: 12 paid holidays per year

VACATION: Accrual for Regular Employees:

0 through 5 years

12 days/year (96 hrs)

6 through 10 years

14 days/year (112 hrs)

11 through 15 years

17 days/year (136 hrs)

16 through 19 years

20 days/year (160 hrs)

More than 20 years23 days/year (184 hrs)

SICK: Accrual for All Regular Employees: 3.70 hours/pay period (96 hrs)

RETIREMENT PROGRAMS:

• City of Fort Pierce Retirement System (Mandatory Participation)
• International City Management Association (Mission Square) (Voluntary)
• Deferred Retirement Option Plan (DROP)

HEALTH INSURANCE: Effective for employees and dependents on the first day of the month following completion of 30 days continuous service. FPUA pays most of employee premium and 71% of the dependent premium.

DENTAL INSURANCE - Becomes effective for employees and dependents on the first day of the month following completion of 30 days continuous service. FPUA pays 100% of employee premium and 60% of the dependent premium.

VISION - Becomes effective for employees and dependents on the first day of the month following completion of 30 days continuous service. FPUA pays 100% of employee premium eye care coverage for employees and a portion for their family members, including eye exams, glasses, contact lenses, etc.

LIFE INSURANCE - TERM (EMPLOYEES ONLY) - Life insurance and accidental death and dismemberment policy equal to 1x employees annual salary. Employees may also purchase, on a voluntary basis, additional life insurance through payroll deduction in $10,000 increments up to $100,000.

LONG TERM DISABILITY - Employees out for more than 90 days due to a disabling injury or illness will receive 60% of wage, up to $4,500 per month.

VOLUNTARY BENEFITS -

• CANCER, CRITICAL ILLNESS, SHORT TERM DISABILITY & ACCIDENT COVERAGE
• EDUCATION REIMBURSEMENT
• Flexible Benefit Program
• Wellness Program
• WHOLE LIFE INSURANCE
• DEPENDENT LIFE INSURANCE
• NORTON LIFELOCK

01

Each applicant must complete this supplemental questionnaire as a part of the application screening and selection process. The information you provide will be reviewed and used to determine your eligibility to move forward in the selection, hiring or employment process. Incomplete responses, false statements, omissions, or partial information may result in disqualification of the selection process, discontinuing of the hiring process or termination of employment, no matter when discovered. Do you agree to answer each supplemental question truthfully and that your responses can be verified from information included within the application?

• Yes
• No

02

Referring to FPUAs Customer Service Representative job description, please describe skills and qualifications you have that would enable you to fulfill the duties of the Customer Service Representative position at FPUA. >> Do not refer us to your resume, please answer the question as directed. << If you do not have skills and qualifications mentioned in the job description, respond with "N/A".

03

Please list employers and employment dates where you have performed the job functions that are described in the Customer Service Representative job description. >> Do not refer us to your resume, please answer the question as directed. << If you have not performed the job functions mentioned, respond with "N/A".

04

Please provide personal examples of troubleshooting and problem solving youve encountered while in a position similar to the Customer Service Representative position. Also, tell us how you solved those problems. >> Do not refer us to your resume, please answer the question as directed. << If you do not have personal examples of troubleshooting and problem solving to provide, respond with "N/A".

Required Question

Employer Fort Pierce Utilities Authority

Address 500 Boston Avenue

Fort Pierce, Florida, 34950

Phone (772) 466-1600 x 3267

Website http://www.fpua.com