CUSTOMER SERVICE REPRESENTATIVE – WATER/WASTEWATER SERVICES

REQUIREMENTS AND PREFERENCES

The Broward County Board of County Commissioners is seeking qualified candidates for:

CUSTOMER SERVICE REPRESENTATIVE – WATER/WASTEWATER SERVICES

Job Summary

The Customer Service Representative (CSR) with the Water and Wastewater Services Business Operations Division (WWS-BOD) is responsible for the collection of current and delinquent debt, negotiating payment arrangements, and updating and maintaining a variety of databases in order to facilitate customer account information. The CSR provides excellent customer service to the general public and Broward County staff concerning agency services/programs, collection of fees, and related matters. The CSR communicates in a clear and concise manner to efficiently identify and resolves service needs.

This position frequently handles multiple tasks concurrently. Therefore, the CSR must have the ability to concentrate in order to accurately research and resolve complex customer service matters in a responsive manner. The CSR interacts with customers face-to-face, on the phone, and via e-mail. The CSR also works with the Accounting Division and other WWS Sections, to implement a consistent program of internal processes, procedures, and philosophy consistent with the highest quality of customer service.

Minimum Education and Experience Requirements

• One (1) year in customer service or customer relations or closely related experience in a fast-paced call/payment center environment.

Special Certifications and Licenses

• A valid Florida Class E Driver’s License is required for duration of hire.

Preferences

• Preference will be given to applicants who possess one or more of the following:

Associates 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).

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 50 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

Americans with Disabilities Act (ADA) Compliance

Broward County is an Equal Opportunity Employer. The ADA requires Broward County to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with the Professional Standards/Human Rights Section.

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.