NEOGOV · 2 hours ago
Customer Care Specialist I
Jacksonville Beach City Hall, FL
Full-time
Onsite
Entry Level
$21.34/hr - $22.27/hr
2+ years expNEOGOV is part of the City of Jacksonville Beach, which values empowerment, pride, integrity, communication, and teamwork. The Customer Care Specialist I position involves providing skilled customer support for utility accounts, managing inquiries, and resolving billing issues while ensuring customer satisfaction.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Serves as the primary point of contact for customers requesting new utility service or initiating account terminations, providing clear instructions and effective resolutions
Proactively engages with customers to identify and resolve utility service issues, billing inquiries, and account discrepancies
Analyzes and processes customer information to set up accounts, verify creditworthiness, and establish deposit or security requirements
Offers customers personalized solutions for lowering utility costs, such as scheduling energy audits, or suggesting relevant City programs
Processes payments, validates customer transactions, and ensures proper posting of accounts
Collects payments in-person, assists customers via automated systems, and balances cash drawers daily
Prepares and processes bank deposits, daily reconciliations, and financial reporting, ensuring accuracy in all transactions
Resolves customer disputes with professionalism, using sound judgment and knowledge of City ordinances, utility policies, and billing practices
Assists customers with technical inquiries related to their accounts, energy usage, automated payment systems, and City services
Follows established procedures for troubleshooting and resolving system or service interruptions and escalating more complex issues to senior staff when necessary
Monitors the creation and distribution of utility bills, ensuring timely processing with third-party print and mail services
Prepares and reviews various reports, customer surveys, and statistical analyses
Operates office equipment, including mail processing, check processing systems, and other relevant tools to facilitate day-to-day operations
Works closely with their Team Leads and other team members to ensure smooth operations of the customer service function
Contributes to team meetings and shares feedback on ways to improve processes, service quality, and customer satisfaction
Performs other related tasks as required
Qualification
Required
A high school diploma or equivalent
Two years of experience in customer service, office administration, bookkeeping, cashiering, or a related field
Thorough knowledge of standard office equipment and commonly used software applications
Strong skills in communication, with the ability to handle difficult customers professionally and empathetically, even under pressure
Skill in performing basic mathematical computations for billing, payment reconciliation, and financial reporting with speed and accuracy
Ability to manage multiple tasks simultaneously while maintaining high levels of accuracy in a fast-paced environment
Ability to comprehend verbal and written instructions
Ability to handle a high volume of customer inquiries via phone, email, and in-person interactions
Ability to analyze situations and identify potential solutions
Ability to establish and maintain effective working relationships with team members, customers, and other departments
Preferred
Prior experience in utility billing or account management
Benefits
Medical, dental and vision plans
Life insurance coverage for you and your dependents
Flexible spending plans for medical reimbursement and dependent care
An employee assistance program for you and your dependents
An extensive wellness program that includes activities, lunch and learns, and health fairs
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase