Stormwater Assessment Support Specialist

An employee in this class is responsible for performing tasks of more than average difficulty, which involve reviewing, processing, and/or investigating requests for and questions about stormwater  assessments, billing charges, customer information, processing complaints and inquiries and coordinating message center responses in a customer-friendly manner. Tasks are of more than average difficulty, requiring positive interpersonal skills, the exercise of tact and courtesy, and effective writing skills are required. Work is performed under general supervision and reviewed through conferences, reports submitted, and results obtained.

Provides customer response support for the Stormwater Engineering Division; serves as primary interface for developmental and consumer complaints and inquiries relating to the department and stormwater issues received via the City’s message center, telephone, website and correspondence; addresses issues such as flooded streets, broken pipes and culverts, non-flowing drainage ditches; provides information to the public on stormwater activities including timing of repairs, renovations and improvements to be made to the stormwater system.

Tracks all complaints and inquiries and drafts responses where appropriate; refers issues to engineers and supervisors as appropriate, following up to ensure response is made; establishes, maintains and revises department information files; attends various meetings and confers with staff to obtain information concerning departmental planned activities.

Compiles complex information regarding properties for Stormwater utility assessments and revenue purposes; answers questions/complaints regarding charges either by telephone or in person; explains stormwater service assessments, municipal ordinances, codes changes, and requirements to consumers. 

Performs title searches of official records to determine ownership or status of real property identified by engineers and field staff as property to be acquired or for  easements; looks for issues which may impact the feasibility of obtaining such property or easements such as disputed ownership or existing easements with other utilities, etc.

Provides information on legal description of properties under consideration for stormwater projects; advises of progress on achieving easements and/or property purchases.

Prepares reports and correspondence; assists supervisor with special projects involving such tasks as data gathering, preparation of permit requests, preparation and updating of project management spreadsheets, etc.

Performs related work as required.

Considerable knowledge of: business English and accepted practices of grammar and composition; modern office practices, procedures and equipment.  

Working knowledge of:  customer service; master report production; mass mailing processes, procedures and practices; computers; title and property searches; public utility systems, preferably Stormwater assessments.

Ability to: address customer service issues in an effective and courteous manner; communicate effectively both orally and in writing; establish and maintain effective working relationships; conduct detailed research; compile, analyze and organize data and information; problem solve; access and use automated databases; understand and follow complex oral and written instructions; read, understand and interpret property records and legal documents; maintain files and records. 

Graduation from an accredited high school and three (3) years of customer service experience within a public utilities, real estate or similar environment; or an equivalent combination of training and experience.

Possession of a valid State of Florida driver’s license.    

Evaluation of education and experience. Drug testing is included in all pre-employment processing.

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