Customer Service Representative (Business Operations Division)

Requirements And Preferences

The Broward County Board of County Commissioners is seeking qualified candidates for Customer Service Representative (Water & Wastewater Services).

• Broward County is not accepting attachments for this recruitment, including resumes or similar supporting documentation. Please ensure you complete the application in its entirety and include all information you want considered**
  
  

NOTE: Announcement is open until a sufficient number of applications are received and may close at any time.

Responsibilities

The Water and Wastewater Services Business Operations Division (WWS-BOD) is seeking a self-motivated, organized, and reliable Customer Service Representative (CSR) for its Internal Customer Service Section, it includes the Customer Payment Centers and Customer Call Center. This CSR position is responsible for handling and processing a high volume of financial transactions, including but not limited to:

• Collecting utility payments and negotiating delinquent debt (payment arrangements) with customers.
• Preparing and processing complete, accurate, and timely account paperwork in the customer service system.
• Using a variety of computer software and systems to maintain customer account data and process customer service transactions.
• Providing excellent customer service and communications to the general public and County Agencies relating to utility services and programs.
• Handling a high volume of customer calls, emails, and in-person visits.
• Handing multiple customer service assignments and tasks concurrently.
• Communicating in a clear and concise manner to effectively resolve regular and elevated customer service issues.
• This position also requires reporting to work at different WWS-BOD Customer Service /Centers for operational needs.
  
  

The CSR must have the ability to concentrate in order to research and resolve regular and complex customer service/customer relation matters in an accurate and responsive manner. The CSR interacts with both calm and irate customers face-to-face, on the phone, and via e-mail, primarily standing in an office environment. The CSR also works with the other WWS Sections to implement a consistent program of internal customer services, procedures, and philosophies consistent with the highest quality of customer service. During emergency conditions, employee is considered essential personnel.

General Description

Assists customers in resolving a variety of problems/issues in an assigned agency.

Works under close to general supervision according to set procedures, but determines how or when to complete tasks.

Minimum Education And Experience Requirements

Requires one (1) year in customer service or customer relations or closely related experience.

For consideration of international degrees, candidates must have it evaluated by an approved member of the National Association of Credential Evaluation Services (NACES), or Association of International Credential Evaluators (AICE). All associated expenses incurred are the responsibility of the candidate. To access the NACES directory of current members, please visit www.naces.org/members . To access the AICE directory of endorsed members, please visit https://aice-eval.org/endorsed-members . Completed evaluations do not guarantee an offer of employment and are subject to approval by Broward County Human Resources.

Special Certifications and Licenses

Possess and maintain a valid Florida Class E Driver's License during appointment of hire,

Preferences

Associate degree or higher in Business, Public Administration or closely related field.

Fair Debt Collection Practices Act Certification

Customer Services Specialist (CSS) or similarly recognized Customer Service certification.

1 years of experience using Energy (Peace Software), or a similar utility billing software.

1 years of experience using Maximo, or a similar maintenance management software.

1 years of experience using PeopleSoft or a similar business/financial software.

Fluency in another language (i.e. Spanish, French Creole, Portuguese, French, Arabic, Chinese etc.)

Duties And Responsibilities

The functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the job as necessary.

Updates/maintains a variety of databases in order to facilitate information recording, storage, and retrieval and/or to track activity/volume of work.

Checks payment history in order to answer questions from customers regarding payment/use history.

Resolves a variety of problems/issues from the public and/or other staff in order to maximize the efficiency/effectiveness of office operation and/or service provided.

Interacts with the public or other County staff/officials in order to assist them in using Department services/programs, collect fees, answer questions, or identify their service needs.

Posts funds received in order to credit the proper customer account.

Retrieves information/summary reports from a variety of databases in order to facilitate data/trend analysis, and/or provide data/information to staff, County officials, and/or the public.

Researches county and non-county government information in order to assist customers in determining the appropriate government agency/jurisdiction that can resolve their problem/issue.

Registers regulated businesses/individuals in order to protect consumers and document regulated businesses/individuals.

Prepares a variety of correspondence, notifications, forms, and related documents in order to communicate information to staff and/or the public.

Processes returned checks/credit card transactions in order to collect funds owed for utility services, or license/permit/citation/lien satisfaction fees, and/or update account status.

Researches misapplied payments in order to post funds received to correct account.

Performs related work as assigned.

WORK ENVIRONMENT

Physical Demands

Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.

Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.

Unavoidable Hazards (Work Environment)

Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.

None.

SPECIAL INFORMATION

Competencies

• Decision Quality
  
  

Makes good and timely decisions that keep the organization moving forward. Swiftly internalizes coaching on routine issues; handles issues confidently after instruction. Leverages rules and procedures to speed up decision making. Confidently and quickly draws on others' expertise.

• Resourcefulness
  
  

Secures and deploys resources effectively and efficiently. Accomplishes tasks without waste, leveraging available resources; requests additional resources when appropriate. Manages multiple priorities and competing demands calmly and effectively.

• Optimizes Work Processes
  
  

Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. Generally follows defined and communicated standards, methods, and procedures. Seeks advice and finds ways to work better within processes. Makes some reasonable suggestions to improve work methods.

• Interpersonal Savvy
  
  

Relates openly and comfortably with diverse groups of people. Maintains an open, friendly, and accepting demeanor when interacting with others; starts conversations and builds rapport; listens attentively and responds non-defensively when given advice, instruction, or critical feedback.

• Communicates Effectively
  
  

Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Seeks out others' perspectives and asks good questions. Shares information that people want to know; gives appropriate context and details when speaking.

• Demonstrates Self-Awareness-Awareness
  
  

Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses. Seeks and responds to constructive feedback in a positive and professional way. Seeks to understand own impact on others; acknowledges mistakes and finds ways to avoid repeating them.

County Core Values

All Broward County employees strive to demonstrate the County's four core behavioral competencies.

• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
• Customer focus: Building strong customer relationships and delivering customer-centric solutions.
• Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Values differences: Recognizing the value that different perspectives and cultures bring to an organization.
  
  

Americans With Disabilities Act (ADA) Compliance

Broward County is an Equal Opportunity Employer committed to inclusion. Broward County is committed to providing equal opportunity and reasonable accommodations to qualified persons with disabilities. We support the hiring of people with disabilities; therefore, if you require assistance due to a disability, please contact the Professional Standards Section in advance at 954-357-6500 or email Profstandards@broward.org to make an accommodation request.

Emergency Management Responsibilities

Note: During emergency conditions, all County employees are automatically considered emergency service workers. County employees are subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned.

County-wide Employee Responsibilities

All Broward County employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Employee Code of Ethics, gift, and conflict of interest policies.

All Broward County employees must establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.