Utilities Customer Service


Customer Service

  • Provide quality Customer Service to over 90,000 customers
  • Answer over 12,000 monthly telephone calls from various customers with a variety of questions
  • Assist over 7,500 walk in customers
  • Set up payment plans and extensions
  • Process new and terminate accounts
  • Transfer service
  • Explain the rates and fees for all utilities on the customer's bills
  • Answer questions about leaks, water main breaks and boil water notices
  • Provide customers with forms to facilitate their payments
  • Collect monies for all new construction meters
  • Work closely with Field Services to research any irregularities to customers accounts
  • Work closely with Billing to correct any irregularities to customer's accounts

Field Services

  • Reading and recording of 90,000 water and reuse meters
  • Maintaining meters and the easements to the water meters
  • Reporting illegal connections
  • Investigating leaks, stuck meters and other irregularities


  • Editing and processing bills. The City of Cocoa sends out over 85,000 water bills per month. Utility services for Brevard County; the Cities of Rockledge, Cape Canaveral, Titusville and Cocoa Beach; Sun Lake and Colony Park are also billed on the Cocoa Water bill
  • Collecting and processing of utility payments
  • Process all final billing and refunds
  • Reconcile payments from various banking facilities, including credit cards and lockbox payments
  • Facilitate the collection process of all debt
  • Liaisons to Waste Management for Cocoa Residence
  • Assist in the reconciliation of the Utility Accounting System
  • Work closely with the Customer Service division to assist in Customer satisfaction
  • Work closely with Field Services to correct any irregularities with Customers accounts
  • Monitor the work and contracts of several vendors
  • Research and prepare a wide variety of analytical reports for various departments