Customer Service Representative (Full Time)

About the role

The Broward County Board of County Commissioners is seeking qualified candidates for Customer Service Representative (Full-Time) in Water & Wastewater Services. This position is in the Internal Customer Service Section and is responsible for handling and processing a high volume of financial transactions. This position also requires reporting to work at different WWS-BOD Customer Service Areas/Centers as operational needs require. During emergency conditions, employee is considered essential personnel.

Responsibilities

• 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 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
• Handling multiple customer service assignments and tasks concurrently
• Communicating in a clear and concise manner to effectively resolve regular and elevated customer service issues
• Concentrating in order to research and resolve regular and complex customer service/customer relation matters in an accurate and responsive manner
• Interacting with both calm and irate customers face-to-face, on the phone, and via e-mail, primarily in an office environment
• Working with the Accounting Division and other WWS Sections to implement a consistent program of internal customer services, procedures, and philosophies consistent with the highest quality of customer service

General Description

Assist 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 Requirements

• One (1) year in customer service or customer relations or closely related experience
• Possess and maintain a Florida Class E Driver's License based on area of assignment

Preferences

• Associate's 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
• At least one (1) year of experience using Energy (Peace Software), or a similar utility billing software
• At least one (1) year of experience using Maximo, or similar maintenance management software
• At least one (1) year experience using PeopleSoft or a similar business/financial software
• Fluency in another language (i.e. Spanish, French Creole, Portuguese, French, Arabic, Chinese etc.)

Detailed Duties

• 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

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: 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.