Collector

The City of Eustis is seeking a trustworthy, responsible individual who, under general supervision, performs work involving the billing of business tax certificates and collection of both utility accounts and general account payable invoices for the City of Eustis. Employee provides residents with assistance and explanation to general billing and consumption questions while applying customer service and collection skills to ensure the timely collection of funds due to the City. Employee also works with local businesses to ensure that Business Tax Fees, Fire Inspection Fees, Police False Alarms and other invoiced services are paid for in a timely manner.

Examples of Machines, Tools, and Equipment: General office and computer equipment.

Supervision Received: Collections Supervisor, Customer Service Manager

• Ability to provide patience, empathy, compassion, and a genuine desire to help people in crisis while maintaining a firm demeanor; 
• Ability to analyze delinquent accounts and determine if there is a need for special arrangements or payment plans to assist customer;
• Tracks payment plan accounts to ensure customers are complying with arrangements;
• Contacts customers via phone to resolve past due payment status;
• Speaks with customers in lobby if they need assistance with their delinquent account;
• Researches accounts to locate customer contact information when needed;
• Ensure that all efforts to contact customers are being taken prior to disconnection of services;
• Contacts landlords prior to utilities being transferred back into their name from non-paying tenants;
• Assists with preparation of daily utility cutoff list;
• Assists with creates work orders for water cut-off’s due to non-payment;
• Creates and distributes Business Tax Receipt billing and late fee reminders for all renewals;
• Collects on past due general invoices for the City;
• Works with other departments to gather information needed to collect on delinquent accounts as needed;

Other Job Functions:

• Ability to stay positive in high-stress situations and always reflect the City’s Mission of, “Creating a superior quality of life by engaging and partnering with the community to provide financially prudent and customer friendly service.”;
• Ability to step-in and assist department staff when needed by handling escalated situations, both in person and via phone, with confidence and professionalism per established policies and procedures;
• Assists the City in the preparation for and aftermath of a major emergency such as a hurricane or other storm or disaster, as needed;
• Performs other related duties as required.

Knowledge, Abilities and Skills:
Excellent customer service skills and ability to de-escalate stressful situations. Significant ability to work well with others and assist the public cooperatively and courteously; ability to work calmly and professionally under stressful conditions, i.e. dealing with extremely angry people; ability to research and compile information for reports and maintain accurate records; ability to read and write English; ability to remain at a city work shelter, before, during and after a hurricane or other storm or disaster, if asked.
 
Minimum Qualifications:
High School Diploma or recognized equivalent; supplemented by two (2) years office work/customer service experience with a demonstrated ability to read/write English and perform math calculations accurately and quickly.  Knowledge of modern office practices and procedures.  Working knowledge of Microsoft Office Suite.  Other related experience may be considered.  Previous collection experience highly desired.

Working Hours:
Monday through Friday, 8:00 a.m. to 5:00 p.m.Physical Demands:
This is primarily sedentary work. Requires sitting for long periods of time; reaching and bending; good finger/hand dexterity and hand/eye coordination; good eyesight, hearing and speech.

Salary Information:
$16.54 to $23.52 per hour ($34,395.32 - $48,923.79 annually); EXCELLENT benefits (Note:  See Benefits Tab for more information). Applicants should expect a starting salary of $16.54 per hour.  Only applicants with the most job-related qualifications will be selected for interview and further consideration.  Additional consideration may be given to applicants with more extensive education, training, or experience.  Final candidates may be subject to clerical skills testing, including collections, customer service, math, grammar, Microsoft Word, and Microsoft Excel.