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Position: Reception / Utility Billing Specialist

Reports to: Assistant Finance Director

Department: Finance

Emergency Classification: Essential

FLSA Classification: Non-Exempt

Pay Grade: 103

Are you a positive, people-oriented professional who loves serving others and creating a welcoming experience? Do you take pride in delivering exceptional customer service while maintaining strong attention to detail? The Town is seeking a Reception & Utility Billing Specialist to serve as a key member of the Finance team and the first point of contact for residents and visitors at Town Hall.

This hybrid role is perfect for someone who thrives in a fast-paced, customer-facing environment and enjoys helping others while supporting important financial operations. You will play a vital role in ensuring every interaction-whether in person, over the phone, or online-is handled with professionalism, care, and efficiency. In this position, you will manage customer accounts, assist with utility billing processes, and help ensure accuracy, accountability, and responsiveness in all financial transactions.

If you bring a friendly, upbeat attitude, strong communication skills, and a passion for public service, we encourage you to apply and be part of a team dedicated to serving our community.

The Town of FMB Offers a Competitive Benefits Package!

• Health & Wellness: Comprehensive health insurance with low deductibles and annual maximums. The Town covers 100% of employee premiums and 50% of dependent premiums. Benefits include employer-paid life insurance, short- and long-term disability coverage, gym membership reimbursement and more.
• Work/Life Balance: Employees accrue paid leave monthly, plus sick leave and a birthday benefit annually. The Town observes 14 paid holidays and offers a supportive, team-oriented environment.
• Retirement Planning: Immediate vesting in a 401(a)/457(b) pension plan with generous employer contributions.

And More! Join a team that values your well-being, growth, and future.

Position Summary

The Reception / Utility Billing Specialist is a hybrid position that serves as the first point of contact for the public at Town Hall while also supporting the Finance Department's utility billing and customer service functions. This role requires a high level of professionalism, adaptability, and customer service, balancing front-desk reception responsibilities with detailed financial and account-related tasks. The position plays a critical role in ensuring residents and visitors receive prompt, accurate, and courteous service while supporting essential Town operations.

Responsibilities and Reporting During an Emergency Situation: If assigned, employees in this classification will be required to report and carry out duties as directed for the duration of an emergency. Depending on the nature of the emergency, this may require working around the clock for several days on short notice.

Reception / Front Desk Functions

• Greet and assist visitors to Town Hall, directing them to the appropriate department or staff member.
• Serve as the primary point of contact for residents, visitors, and vendors, ensuring a welcoming and professional environment.
• Answer and direct incoming telephone calls, providing assistance or routing inquiries to appropriate personnel.
• Assist with general inquiries related to Town services, programs, and policies.
• Support high-volume public service initiatives, including resident-facing programs such as parking pass distribution and other Town-wide services.
• Maintain front desk organization, including managing incoming/outgoing mail and general office coordination.

Utility Billing / Finance Support Functions

• Respond to customer inquiries regarding utility services, billing, and Town policies in a professional and timely manner.
• Accept and process utility bill payments in person, by phone, or through other accepted payment methods.
• Assist with updating and maintaining utility customer accounts, ensuring accurate billing information is recorded.
• Review utility accounts for accuracy, address discrepancies, and assist customers with billing inquiries and adjustments.
• Provide support in the preparation and processing of monthly utility billing and related documentation.
• Assist the Customer Service & Billing Supervisor with utility billing and customer service tasks as assigned.
• Perform data entry, filing, scanning, and maintenance of utility-related records and documentation.
• Review and reconcile utility billing accounts to identify discrepancies; research and resolve issues independently or escalate as appropriate.
• Process billing adjustments, credits, and account corrections within established guidelines, ensuring accuracy, documentation, and compliance with internal controls.
• Assist in the preparation and quality control of the monthly utility billing cycle, including validating account data and ensuring billing accuracy prior to release.
• Support cash handling and audit functions, including balancing daily receipts, verifying transactions, and assisting with deposit preparation in accordance with established financial procedures.

General / Cross Departmental Support

• Assist with the development and distribution of customer and vendor communications, such as billing notices, service announcements, and program updates.
• Collaborate with other departments to support Town Hall operations and ensure continuity of service.
• Attend meetings and events as assigned.
• Perform emergency response tasks and assignments as directed.
• Perform other duties as assigned.

(These essential job functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job-related duties as required.)

Education, Certification, and Experience:

• High school diploma or equivalent required; additional education or training in office administration or customer service is a plus. Associate's degree in accounting, finance, or business preferred
• Minimum of two (2) years' experience in customer service, billing, or administrative support, preferably in a government or utility setting.

Knowledge, Skills, and Abilities:

Knowledge

• Knowledge of customer service principles and practices, particularly in a public sector environment.
• Knowledge of general office procedures, administrative practices, and front-desk operations.
• Knowledge of utility billing processes, including account maintenance, billing cycles, and payment processing.
• Knowledge of basic accounting principles and cash handling procedures
• Familiarity with municipal services, programs, and organizational structure preferred.
• Working knowledge of computer systems, including Microsoft Office Suite and utility billing or financial software systems.

Skills

• Strong customer service and interpersonal skills, with the ability to interact professionally with residents, staff, and vendors.
• Effective verbal and written communication skills.
• Strong organizational and time management skills, with the ability to manage competing priorities in a fast-paced environment
• Attention to detail and accuracy, particularly when handling financial transactions and account information.
• Problem-solving skills with a solutions-oriented approach to addressing customer concerns. Proficiency in data entry, recordkeeping, and basic office technology.

Abilities

• Ability to provide courteous, professional, and responsive service to a diverse population.
• Ability to manage a hybrid workload, balancing front-desk reception responsibilities with detailed utility billing functions.
• Ability to handle high-volume customer interactions with patience, professionalism, and efficiency.
• Ability to interpret and explain policies, procedures, and billing information to the public.
• Ability to maintain confidentiality and handle sensitive financial and personal information appropriately.
• Ability to work independently as well as collaboratively within a team environment.
• Ability to adapt to changing priorities, departmental needs, and seasonal or emergency-related demands.
• Ability to learn and apply Town policies, procedures, and software systems.

Physical Requirements:

• Task involves some physical effort in standing, bending, stooping, stretching and walking, or frequent moderate lifting (20 pounds); and standard dexterity in the use of fingers, limbs, or body in the operation of shop or office equipment.
• Task involves prolonged periods of working at a desk utilizing a computer, mouse and keyboard.

Environmental Requirements:

• Task is regularly performed without exposure to adverse environmental conditions unless as assigned in emergency situations.

Sensory Requirements:

• Task requires sound perception and discrimination.
• Task requires visual perception and discrimination.
• Task requires oral communications ability.

The Town of Fort Myers Beach is an Equal Opportunity Employer and a Drugfree Workplace

Veteran's Preference

The Town of Fort Myers Beach provides Veterans' Preference in employment for eligible veterans, spouses of veterans, and qualifying family members, in accordance with the Florida Department of Veterans' Affairs guidelines.

How to Claim Veterans' Preference:

1. Notify Human Resources at hr@fmbgov.com to request Veterans' Preference at the time of application.
2. Obtain the Veterans' Preference Form, which will be provided by Human Resources, and indicate your eligibility.
3. Submit the required documentation (e.g., DD-214 form, VA disability letter, or applicable spouse documentation) along with your completed application.

If you require assistance or have questions about this process, please contact Human Resources at (239) 896-4284 or hr@fmbgov.com.