REQUIREMENTS AND PREFERENCES

The Broward County Board of County Commissioners is seeking qualified candidates for Customer Service Representative (Part-Time 19).

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.
• 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 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
phone, and via e-mail, primarily standing in an office environment. The CSR also works with the Accounting Division and other WWSSections
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 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

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 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

• 
  Resourcefulness

• 
  Optimizes Work Processes

• 
  Interpersonal Savvy

• 
  Communicates Effectively

• 
  Demonstrates Self-Awareness-Awareness

• 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.