To contact Utilities Customer Service, please call (727) 464-4000.

Mission Statement
Customer Service is proud to provide superior, centralized service to our customers. We are committed to improvement of service. We view this improvement as a journey, not a destination.

• We are accessible and responsive to our customers.
• We listen and professionally respond to customers’ needs in an efficient and timely manner.
• Our communications will be executed with courtesy, tact and respect;
• We empower our staff to fairly solve customer problems;
• We are committed to use our resources-manpower, time, space, materials, and money- in the most efficient and effective manner.
• We strive to improve service through more efficient use of resources and appropriate emerging technologies.
  

Customer Services is the central gateway for utility customers into the operating services of the County’s water, sewer, and solid waste utilities. Each employee in Customer Services is an advocate for the customer in maximizing customer service.

Financial integrity of our Utilities is ensured through nearly 2 million timely, effective, and accurate transactions. This results in billing and collection of nearly $200 million dollars revenue annually for Pinellas County Utilities water, sewer and reclaimed services as well as the revenues for 11 municipal and 2 private agencies for their sewer, refuse, reclaimed services, storm water and utility tax.

In addition to direct customer contact through the branch offices, and telephone center, other major functions include computer system file maintenance of account data, bi-monthly meter reading, reporting equipment failure/damage, and service problems for over 111,500 water meters. This process includes recording consumption, computing bills and collections for seven water and five sewer wholesale customers, and over 121,000 retail customers for water, sewer, and reclaim fees.

Through numerous inter-local agreements, processing includes billing/collection for 11 municipal and 2 private agencies (non-County revenues: sewer, refuse, storm water, reclaimed water and utility taxes).

Other public contact is achieved through customer surveys and Utilitalk/County Connection, a bi-monthly newsletter.

The Department is comprised of four functional divisions: Administrative Services, Customer Contact Services, Field Services, and Revenue Management and Billing Services.

Administrative Services Division
Provide leadership and administrative support through development of strategic and short term operational plans, training, secretarial, payroll and purchasing support, fixed asset inventory control, coordinate and oversee operational changes, customer surveys, public communications, compiles statistical data for executive reports, administers water conservation enforcement and maintains wholesale and inter-local agreements.

Customer Contact Services Division
Customer Contact Services is comprised of two sections, the Primary Telephone Center and Integrated Services Solutions. Both sections provide the gateway for customers into Pinellas County Utilities; acting as point of contact and the voice of knowledge into various Pinellas County Utilities Services. In a timely, efficient and professional manner, the staff serves as customer advocates, assisting with such inquiries as high bills, turn ons/turn offs and payment extensions. Integrated Services Solutions also solves high level problems and manages customer relationships. This staff acts as liaison between the Customer Services Department and other departments, strengthening partnerships for effective customer resolutions. Integrated Services Solutions is responsible for administering training to Customer Service employees, assuring current and accurate information for our customers.

Field Services Division
Provides field service at customer accounts through completion of requested turn-on/turnoff work orders, read rechecks, flow tests, pre-termination notices, delinquent turnoff/turn-on, bi-monthly meter reading, reporting maintenance problems, meter reading route maintenance, implausible reading research and coordination of customer service fleet.

Revenue Management and Billings Services (RM&BS) Division
The Division is responsible for the accurate billing and invoice processing for retail, commercial, and wholesale customers; as well as, accurate billing and invoice processing for Grease Permits and Grease and Wastewater Haulers.  The staff provides revenue control, internal control and audit, rate changes/updates for Pinellas County and all contractual agencies and payment reconciliation.  RM&BS is responsible for Collection – on active, closed, foreclosed, and bankruptcy accounts; for filing liens on owner held properties which are in arrears; and return payment processing.  Refund processing, Deposit Interest Rate maintenance, Lien interest rate and installment payment plans are all managed by the staff.  The division is also responsible for master data and new service set up; mail services, incoming mail processing, records management, and general files.  The area is responsible for financial account maintenance, adjustments, payment processing and personal customer contact through our walk in center.  The entire division is support to our customers for billing inquiries, acquisition of service, payments and account adjustments.

Overall Department Responsibility
Telephone service level is a primary initiative. All employees located in the department in the 14 S. Ft. Harrison locations are given the duty of providing telephone support. This allows us to maximize employee time and provide the most practical telephone service to our retail customers.