Customer Service Representative - Pompano Beach, United States - Broward County Board of County Commissioners

Broward County Board of County Commissioners

Verified Company

Pompano Beach, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

REQUIREMENTS AND PREFERENCES:

ANNOUNCEMENT IS OPEN UNTIL A SUFFICIENT NUMBER OF APPLICATIONS ARE RECEIVED AND MAY CLOSE AT ANY TIME.

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 to the general public and County Agencies relating to utility services and programs.

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 Areas/Centers as operational needs require.
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
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.

Special Certifications and Licenses
Possess and maintain a valid Florida Class E Driver's License based on area of assignment.

Preferences

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
At least (1) year of experience using Energy (Peace Software), or a similar utility billing software
At least (1) year of experience using Maximo, or a similar maintenance management software
At least (1) year of experience using Peoplesoft or similar financial/ business software
Fluency in another language (i.e. Spanish, French Creole, Portuguese, 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