ASSESSMENT CUSTOMER SERVICE SPECIALIST

Position Summary

This position responds to customer service complaints and inquiries from residents and resolves and reports complaints as provided in the solid waste collection franchise agreements as well as creates complaint notification forms in the CIS system, notifies the appropriate franchise contractor of the problem/complaint and works with both parties until the issue is resolved. The position will also provide administrative support to the Customer Information System (CIS) as required to create and maintain the billing files necessary to place assessments on the County tax roll and requires reliability and accountability in all aspects of the defined role. This position requires work on holidays and weekends, as scheduled on a rotating basis and is required to work before, during and/or after declared emergencies.

Essential Functions & Knowledge, Skills and Abilities

• Prepares work orders in the CIS system for field inspections of all Palm Beach County residential and commercial properties.
• Interprets field results to complete the research necessary to prepare and maintain the assessment rolls.
• Answers calls and responds to questions from the public regarding the Authority collection agreement programs and policies.
• Responds to customer service complaints about solid waste collection, create complaint notification forms in the CIS system; notifies the appropriate franchise contractor of the problem/complaint and works with both parties until the issue is resolved.
• Works closely with the Authority’s Service Area Coordinators to ensure resolution of urgent customer complaints and/or problems.
• Works on numerous reports throughout the year including certificate of occupancy reports (Unincorporated and Municipalities), comparison property reports with County assessment rolls, agriculture reports and mobile home and RV reports.
• Serve as a critical part of the Authority’s administrative first response team before and after hurricanes, or other natural disasters, to assist in the coordination of the SWA debris management program.
• Responds to questions from the public regarding the Authority collection agreement programs and policies.
• Punctual and reliable attendance is essential.
• Requires work on holidays and weekends, as scheduled on a rotating basis
• Position requires work before, during and/or after declared emergencies.

• Excellent oral and written communication skills with the ability to maintain effective working relationships and present a positive image of the Authority to residents and customers.
• Ability to respond to inquiries and make entries to create reports which reflect information gathered.
• Ability to learn and understand legislation, ordinances and contracts governing the Authority's assessment program and solid waste collection franchise contracts.
• Ability to prepare and maintain accurate records in a systematic, neat, legible manner.
• Excellent organizational skills and attention to detail.
• Strong computer skills and proficiency in MS Office Suite, including Outlook, Word, and Excel. Ability to type 35 - 40 wpm.
• Ability to work independently and in a team environment.
• Ability to understand and carry out complex oral and written instructions.

Education, Experience, Certificates and Licenses

The ideal candidate possesses the education and experience listed below.

• High school diploma/GED or equivalent.
• Minimum three (3) years’ general office experience with customer service experience preferred or related field
• Any equivalent combination of training, experience and education which provides the required knowledge, skills, and abilities to perform the essential functions of the positionl.

Physical Demands and Work Environment

The physical demands and work environment described here are representative of those an employee will encounter and must be able to successfully perform for this job. They are not exclusive of all the tasks the employee may encounter while performing the responsibilities of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position is performed in a typical office environment and is quiet and climate controlled. The position is performed in an office environment and the employee is routinely required to sit, stand, walk, reach and use hands to touch, handle, or feel and talk and hear; stoop, kneel and crouch. May be required to lift objects up to 25 pounds and of awkward shape, such as cameras and tripods, or other audio-visual equipment. The employee may be required to visit solid waste management facilities and drive to other locations to attend meetings.