Assistant Customer Service Manager - Pembroke Pines, FL

Jacobs; Florida; On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid holidays

Job summary

Jacobs in Pembroke Pines, FL is seeking an Assistant Customer Service Manager to oversee complex customer service tasks for utility accounts, including water and sewer services. The role requires coordinating with City of Pembroke Pines, handling account issues, and guiding staff in billing processes while ensuring accurate records and timely responses.

This full-time onsite position supports Monday-Thursday operations with some weekend hours.

Qualifications

• 3 years of experience dealing with administrative matters, customer accounts, and utility service problems
• Current valid Driver's License with no major infractions
• Proficient in Microsoft Word, Excel, Outlook
• English & Spanish; able to read, write

Responsibilities

• Researches, verifies, updates, and assures the accuracy of information in the customer information system
• Trains employees on billing procedures and customer service processes
• Audit, review, and process accounts and perform complex case related functions
• Assist Lead as needed in resolving staff or customer problems and scheduling duties
• Answers standard and complex customer calls regarding payments, deferrals, and account activities
• Explains billing information and applies appropriate procedures

Skills

Administrative experience

Customer accounts

Typing 50 wpm

English and Spanish

Education

Associate’s degree / trade school / vocational training

High School Diploma or GED

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

At Jacobs, we’re challenging today to reinvent tomorrow by solving the world’s most critical problems for thriving cities, resilient environments, mission‑critical outcomes, operational advancement, scientific discovery and cutting‑edge manufacturing, turning abstract ideas into realities that transform the world for good.

Your impact

At Jacobs, we challenge what is currently accepted, so we can shape innovative and lasting solutions for tomorrow. Through the delivery of our operations and maintenance services, you’ll make it simpler and more seamless for our municipal clients to operate safely and efficiently, empowering communities to focus on what matters most to them – people.

Jacobs is seeking a highly organized and detail‑oriented individual to join our team as an Assistant Customer Service Manager in Pembroke Pines, FL. The Assistant Customer Service Manager reports to the Customer Service Manager. In this role, you will be responsible to perform a variety of tasks in the Customer Service Operations Center. You’ll contribute to the success of our program by engaging with customers to support their needs in managing their utility accounts with the City of Pembroke Pines.

You’ll perform complex customer service and analytical work responding to inquiries regarding utility accounts including but not limited to water, sewer, reclaimed water, utility taxes, and various other utility services; addresses inquiries ranging from billing, payments, account research, escalated issues, and the application of approved policies and procedures; maintains close contact with multiple areas within City of Pembroke Pines government ensuring the billing of various residential and business utility fees; responsible for coordinating and maintaining customer accounts; preparing and processing public utilities and customer service work orders; providing assistance and information to customers in person, over the phone, or through written communications.

Essential Duties & Responsibilities

• Researches, verifies, updates, and assures the accuracy of information in the customer information system;
• Trains employees on proper billing procedures, customer service procedures, and other processes and procedures relevant to functions required of the Customer Service Associate classifications;
• Audit, review, and process accounts and perform complex case related functions;
• Assist Customer Service Manager as Lead Customer Service Representative in resolving staff or customer problems and scheduling, assigning, and prioritizing duties to employees to ensure workload is accomplished;
• Answers standard and complex customer phone calls following set standards and expectations while assisting customers with various account activities such as payment application, financial assistance agencies, fixed due dates, deferrals, payment installments, refunds, high bills, etc.;
• Interprets billing information provided on customer accounts and applies appropriate procedures as needed;
• Cancels, establishes, and maintains customer accounts in the customer information system;
• Starts and stops water services;
• Responsible for the understanding of billing, cashiering and lien processes;
• Research and verifies property ownership to ensure billing of base charges;
• Explains the Utilities Department and other rate schedules in a clear and understandable manner;
• Maintains and updates names, phone numbers, mailing addresses, and email addresses for customer accounts;
• Conducts or assists Customer Service staff in conducting investigations and audits to resolve problems from misapplied funds or dormant accounts;
• Performs a variety of tasks related to an automated office environment;
• Prepares reports and performs special projects as required;
• Coordinates schedules, meetings, conferences, and calendars; and
• Performs other related job duties as assigned. Position is scheduled to work Monday through Thursday, 700 a.m. to 600 p.m. with occasional weekend hours as needed to support business operations.

As an essential function of the position and as a business necessity, this role requires regular travel by motor vehicle to client sites, project locations, and other work-related destinations in connection with the performance of assigned duties and responsibilities. Accordingly, a valid driver’s license and an acceptable driving record are required for this position. The OMFS business uses Telematics & Dash Cameras with our fleet of vehicles and all new hires will require a Telematics acknowledgement to be signed.

#OMFS #BIA #OurJacobs #ChallengeAccepted

Here’s what you’ll need

• Review carefully. Candidate hired must match all qualifications listed
• Three (3) years of experience dealing with administrative matters, customer accounts, and utility service problems with practical skills in the use of personal computer applications; or an associate’s degree, trade school, or vocational training degree, diploma, or certificate that includes training or experience as described above plus one (1) year of experience dealing with customer service inquiries; or an equivalent combination of education, training, and/or experience preferred.
• Current valid Driver's License with no major infractions

Ideally, You’ll Also Have

• High School Diploma or GED
• Proficient in use of computer software including but not limited to Microsoft Word, Excel, Outlook
• Minimum typing speed of fifty (50) words per minute
• Reading comprehension and ability to perform arithmetic computations
• Attention to detail and ability to follow directions
• Must be able to use a telephone and communicate effectively
• English & Spanish; able to read, write

Working Conditions

Safety is a core value at Jacobs. We are committed to providing a safe and healthy workplace for all employees. This position will spend a substantial amount of time performing safety sensitive labor or services.

Our health and welfare benefits are designed to invest in you, and in the things you care about. Your health. Your well-being. Your security. Your future. Employees have access to medical, dental, vision, and basic life insurance, a 401(k) plan, and the ability to purchase company stock at a discount. Eligible employees may also enroll in a deferred compensation plan or the Executive Deferral Plan. Jacobs has an unlimited U.S. Personalized Paid Time Off (PPTO) policy for full-time salaried/exempt employees, seven paid holidays, and caregiver leave. And certain roles may be eligible for additional rewards, including merit increases, performance discretionary bonus, and stock.

The base salary range for this position is $55,000.00 to $65,000.00. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Job posted on October 29, 2026. This position will be open for at least 3 days.

Onsite employees are expected to attend a Jacobs Workplace on a full-time basis, as required by the nature of their role.