Utility Account Coordinator

Job Description

JOB SUMMARY

Under the direct supervision of the Utility Support Service Manager, the Utility Account Coordinator is responsible for performing detailed data cleanup and updates, validation, and correction of customer accounts, land management property records, and billing information within the City of Cocoa’s Customer Information System (CIS). This position plays a critical role by ensuring data accuracy, resolving inconsistencies, and maintaining strong integrity across all meter locations. This role is essential for minimizing migration risks to new software or API interfaces, reducing billing errors, and ensuring revenue protection efforts.

Essential Job Functions

• Perform detailed audits and systematic cleanup of customer accounts, addressing, property records, and GIS parcel linkages in the current Customer information System (CIS).
• Verify and correct inaccurate or inconsistent street addresses, ownership details, and service classifications.
• Review, update, and close aged/open work orders while coordinating with Field Operations and other departments to improve closing procedures.
• Clean up, organize, and archive outdated customer account notes; verify and properly document confidentiality and public-record exempt flags.
• Identify and correct billing discrepancies, including wrong rate codes, unbilled services, incorrect jurisdictions, and missing connections to protect revenue and ensure billing accuracy.
• Update and maintain current customer contact information, ownership records, and certificate of occupancy data.
• Coordinate with the Property Appraiser’s Office, Community Development, other municipalities, and internal departments to align utility data with accurate land management and GIS records.
• Identify and catalog essential reports and processes that must be preserved or recreated during an ERP data migration. Serve as point of contact for new data query and/or report requests in the CIS to include generating new utility related reports in a new ERP/CIS.
• Document and catalog all current processes and procedures within Utility Customer Service and Utility Accounting divisions that need to survive an ERP/CIS migration.
• Serve as a subject matter expert for the new ERP/CIS system, assisting with implementation, concurrent testing, and staff training. Assist in the creation of job aids, training materials, and updating or documenting procedures to ensure a smooth transition and provide stability for end users.
• Support ongoing data integrity efforts to ensure accurate billing for all meter locations across Cocoa and contracted municipalities.
• Collaborate with Utility Billing, Field Operations, and Utility Support Services to maintain high data quality before, during, and after the ERP/CIS migration.
• Periodically reviews policies, procedures, and processes to develop more efficient methods for operation especially in how processes interface with the software.
• Conducts special studies and analysis as directed by the Utility Support Service Manager.
• Essential Employees may be required to work during a declared or undeclared emergency.
• Performs other related job duties as assigned.
  
  

Knowledge, Skills And Abilities

Knowledge, Skills and Abilities:

• Knowledge of modern office practices and procedures, preferably in a municipal government environment.
• Knowledge of word processing, spreadsheets, databases, internet and electronic mail software, basic arithmetic, business English and grammar, and spelling and punctuation.
• Strong organizational and planning skills.
• Skill in the use of a variety of computer programs, including Microsoft Office, and various office equipment.
• Ability to prepare routine documents and compose effective and accurate business correspondence.
• Ability to perform a variety of complex clerical functions with numerous interruptions and cope with the stress relating to multi-tasking.
• Ability to organize data and prepare composite reports from such data. Ability to work well with others and assist the public and co-workers cooperatively and courteously.
• Ability to plan, organize, direct, and work effectively with staff, the public and all levels of management.
• Ability to prepare accurate work reports and maintain accurate records.
• Ability to communicate with customers and resolve complaints or problems.
• Ability to work independently with little supervision.
• Good knowledge in accounting as it relates to accounts receivables.
• Good knowledge of information technology systems, which enhance and automate business practices.
• Some knowledge of administrative problem solving and the implementation of effective solutions.
• Ability to develop effective and cooperative working relationships with other departments, employees, suppliers and other public agencies.
• Ability to coordinate, manage, problem solve, strategize, schedule, analyze, and plan.
• Ability to use judgment and initiative in making recommendations and resolving problems that are highly complex and sensitive in nature.
• Ability to effectively communicate orally and in writing, including the ability to convey complex and technical subjects in a clear, concise and positive manner.
• Possess complete integrity and a high sense of personal and professional ethics.
• Skill in the use of a variety of computer programs, including Microsoft Office, and various office equipment.
  
  

Education And Experience

Education and Experience:

High School graduate or GED certification with seven (7) years’ responsible Customer Information System/Utility Billing/Meter Inventory database and process experience within the utility environment particularly utility billing; or an equivalent combination of education, training and experience.

Special Qualifications

Must possess a valid current Florida driver's license or be able to acquire one within 45 days of hire.

Essential Physical Skills

PHYSICAL DEMANDS

Required

The work is generally light and may require exerting up to 30 pounds of force occasionally, and up to 10 pounds frequently to lift and move objects. Additionally, the following physical abilities are required:

• Crawling: Ability to move about on hands and knees or hands and feet.
• Crouching: Ability to bend the body downward and forward by bending legs and spine.
• Feeling: Ability to perceive attributes of objects by touch.
• Dexterity: Primarily with fingers, as in picking, pinching, or typing.
• Grasping: Applying pressure with the whole hand.
• Handling: Picking, holding, or otherwise working, primarily with the whole hand.
• Hearing: Ability to hear and understand at normal speaking levels with or without correction.
• Kneeling: Bending legs at knee to come to a rest on knee or knees.
• Lifting: Ability to constantly lift and move objects.
• Mental Acuity: Ability to make rational decisions.
• Pulling / Pushing: Ability to occasionally move objects up to 30 pounds.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Repetitive Motion: Substantial movements (motions) of the wrist, hands, and/or fingers.
• Speaking / Talking: Ability to communicate clearly, accurately and concisely through speech.
• Standing: Particularly for sustained periods of time.
• Stooping: Ability to occasionally bend the body downward and forward.
• Visual Acuity: Ability to perform activities such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading, operating motor vehicles; including color, depth perception, and field vision..
• Walking: Ability to move on foot to accomplish tasks and to move from one work site to another.
  
  

WORK ENVIRONMENT

Work is performed in a dynamic environment that requires the ability to be sensitive to change and responsive to changing goals, priorities, and needs.

• Medical, Dental, Vision, Life Insurance, and Long Term Disability
• 11 Paid Holidays per year
• Vacation & Sick Time
• Complimentary Health Clinic
• Retirement
• Discounts, Wellness Benefits, and much more!
  
  

01

Do you possess a high school diploma or GED certificate?

• Yes
• No
  
  

02

Do you have seven (7) years’ responsible Customer Information System/Utility Billing/Meter Inventory database and process experience within the utility environment particularly utility billing; or an equivalent combination of education, training and experience?

• Yes
• No
  
  

03

Do you possess a valid current State of Florida driver's license or are you able to acquire one within 45 days of hire?

• Yes
• No
• Required Question