Customer Service Representative (Internal Customer Service Section) Business Operations Division

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REQUIREMENTS AND PREFERENCES

The Broward County Board of County Commissioners is seeking qualified candidates for Customer Service Representative (Internal Customer Service Section) Business Operations Division

**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. General Description

The Customer Service Representative (CSR) with Water and Wastewater Services Business Operations Division (WWS-BOD) is responsible for collecting utility payments and delinquent debt, negotiating/processing payment arrangements, preparing/processing accurate customer/billing transactions, and using a variety of computer software and systems to maintain customer account data and accurately process customer service/billing transactions. The CSR provides excellent customer service to the general public and County Agencies relating to utility services such as; billing and collecting utility payments; processing utility account paperwork; handling a high volume of customer calls and in-person visits and performing regular customer service/billing activities in a fast-paced environment. The CSR communicates in a clear and concise manner to efficiently identify and resolve regular and elevated customer service/billing needs. This position frequently handles multiple customer service/billing assignments and tasks concurrently. Therefore, the CSR must have the ability to concentrate in order to research and resolve regular and complex customer service/billing matters in an accurate and responsive manner. The CSR interacts with both calm and irate customers via face-to-face, over the phone, e-mail, and sitting and/or standing in office environment. The CSR also works with the Accounting Division and other WWS-BOD Customer Service Areas/Centers, to implement a consistent program of internal customer services/billing processes, procedures, and philosophy consistent with the highest quality of customer service. This position also requires reporting to work at different WWS-BOD Customer Service Areas/Centers as operational needs require; therefore, a valid Florida Driver's License is required for duration of hire.

Minimum Education and Experience Requirements Requires one (1) year in customer service or customer relations or closely related experience. Special Certifications and Licenses Possess and maintain a valid Florida Class E Driver's License during the appointment.

Preferences

Master's, Bachelors or Associate degree 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

County Core Competencies

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 [email protected] 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.