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Customer Relations Specialist Career Path
1 month ago
The purpose of this classification is to provide optimal front-line services to customers and citizens performing billing and collection activities for various billed services. Employees in this classification are eligible for noncompetitive career path advancement to Customer Relations Specialist II after meeting the established career path advancement requirements.
The following duties and functions, as outlined herein, are intended to be representative of the type of tasks performed within this classification.
They are not listed in any order of importance.
The omission of specific statements of the duties or functions does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification.
Other duties may be required and assigned.
Professionally greet the public, actively listen, and take care of customer’s needs by providing and delivering prompt, professional, helpful assistance to customer requests, concerns, needs, and complaints regarding their utility services.
Ability to establish and maintain effective relationships with employees, supervisors, city officials, and the general public.
Review customer accounts, file documents, distribute utility billing mail/correspondence, service related requests and work orders daily.
Handles customer inquiries in accordance with the company’s guidelines and policies.
Maintains and updates billing system records through daily work activities.
Prepares utility accounts for monthly billing, this includes analyzing reports for exceptions, and taking corrective action to ensure proper billing.
Perform other work as assigned.
The following essential functions are listed by and are representative of functions performed in the divisional areas of assignment within the Utilities department.
CUSTOMER RELATIONS DIVISION:
Answers the phone and provides assistance at the front counter by answering questions and providing information, researching billing or other data.
Accurately and expeditiously receives and dispatches messages and information to the appropriate individuals via radio communication device.
Ability to understand and discuss billing questions, complaints and concerns with customers in a professional, polite, and calm manner.
Utilizes Property Appraiser system and other resources or records to verify addresses, map locations, to verify ownership, service area, and services needed. Processes lien searches for outstanding balances.
Familiar with basic aspects of customer service including billing, payments, credit arrangements, adjustments, service requests, meter information, rate schedule changes, engineering, sanitation collection and construction activities.
Uses utility billing and other computer programs to research problems concerning customer account balances and water consumption.
Performs clerical work as needed including typing correspondence, completing forms, filing, inquires on returned mail, and contacting customers.
Efficiently utilizes the software system to update customer information, generate work orders.
Accurately and expeditiously receives and delivers printed documents into the Laser Fiche software system utilizing scanning hardware.
Ability to communicate information tactfully and impartially,
to employees, other departments, contractors, engineers, utility companies, vendors, outside agencies, the public, and other individuals using our e-mail platform.
Coordinates the set-up of new service accounts; processes initial deposits.
Reviews customer account applications, service changes, delinquent accounts and work orders.
Prepares adjustment requests to credit and debit customer accounts.
Processes lien searches for outstanding balances.
Dispatches calls for water leaks and other utility system investigations; assists field staff with questions and account information.
Utilize software system to check status of Solid Waste routes.
Listens to and understands customer concerns. Receives work orders identifying problem or issue. Contacts or meets with customers regarding sanitation services. Resolves customer complaints within operational and code requirements. Coordinates resolution of all customer service complaints regarding waste containers.
Utilizes the GIS mapping tool to look up sanitation service days and inform residents.
Provide guidance and information to the general public as it pertains to transfer station locations, how to dispose of hazardous material, and/or dispose of debris themselves.
Performs other related duties as required.
METER SERVICES
Dispatches field requests related to water leak, wastewater backups, unknown utility situations, sink holes, flooding, shut off requests, odor complaints, trip hazards, meter reading audits and other Utility related field investigations. Keeps records on dispatch events within the system for follow up and historical tracking to identify areas of infrastructure concern.
Work order management system updates. Monitors work order management system to ensure supervisors throughout the department are responding to public requests within three days; reassign requests as needed; enters phone requests into system and closes with resolution; reports issues and request changes to software admin.
Receives and routes mail and packages delivered to the Utility Administration building; ensure outgoing parcels and mail are picked up.
Monitors Public Records requests via GovQA for the Utility Department. Enters, routes, responds, and closes public records requests. Ensures supervisors throughout the department are responding to public records requests within the appropriate time frame. Provides public record requests for as-builts to the locator crew and sends as-builts back to the customer through the system.
Supports Utility Supervisors and field staff with location tickets for projects requiring them to dig in an area; creates ticket in Sunshine 811 software.
Monitors system for responses and companies who have service in the area.
Scans documents into Laserfiche, maintains proper folder structure, clears out old files as needed.
Under the direction of management or supervisors sends road closure notifications.
Performs other related duties as assigned.
MINIMUM QUALIFICATIONS
Four (4) years of previous customer service,
or
call center related work; and
Excellent communication and telephone skills; and
Skilled in use of office equipment, including computers, printers, copiers, and multi-line telephones; and
Possess [or obtain within fourteen (14) days of hire] and maintain a valid State of Florida Driver's license.
PREFERRED QUALIFICATIONS
Experience with the Central Square governmental sector CIS Module and meter reading database;
principles and practices of utility billing.
Associates degree in Public Administration, Business Management, Communications or a closely related field.
COMMUNICATION COMPETENCIES
Effectively communicates with supervisor, employees, other departments, contractors, engineers, utility companies, vendors, outside agencies, the public, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.
Accurately, consistently and expeditiously receives and delivers messages and information to the appropriate individuals.
Ability to prepare accurate and thorough written records and reports.
Ability to understand and follow oral and written instructions and to complete assigned tasks with minimal supervisory direction.
Ability to understand and quickly and accurately follow brief oral and written instructions on moderately complex matters.
Ability to establish and maintain harmonious relationships with Supervisor, customers, other employees, other departments, other governmental and regulatory agencies, and the general public as needed.
KNOWLEDGE, SKILLS, AND ABILITIES
General KSA’s
Basic knowledge of monthly billing processes/cycle billing, and fees associated with the monthly bills. Can distinguish the various categories of billing, and the differences, including inside and outside City limits, the services provided, the rate differences, usage rates and flat rates.
Basic knowledge of all that entails billing based on consumption; Understands the concepts of usage rates and tiered rate structures.
Basic knowledge of Palm Beach County Property Appraiser records filing, searches, and policies, and what data is available.
Basic knowledge of utilities and the implications on properties, whether commercial or residential, understanding the existence of various statutes related to public utilities and responsibilities.
Ability to provide consistent optimal customer service in a respectful and courteous manner.
Ability to work independently and to adhere to established policies and procedures.
Ability to conduct basic bill investigations on delinquency and debt accumulation, payments, and on consumption investigations using various software in the division.
Ability to effectively and accurately share knowledge of duties with coworkers.
Ability to work under steady pressure with frequent interruptions in a high degree of public contact by phone or in person.
Basic knowledge of mathematic and accounting principles with attention to accuracy.
Ability to consistently comply with policy, process, and procedural changes with accuracy.
Ability to use proper phone etiquette to respectfully engage with customers and efficiently handle a multi-line telephone system or call center software.
Customer Relations KSA’s
Basic knowledge of the various avenues of acquiring property; is able to identify common ways to transfer property ownership.
Basic knowledge of delinquency and debt accumulation as it pertains to property, demonstrates understanding between owner balances and tenant balances, and when each one can be collected.
Basic knowledge of account change over; demonstrates the requirements when account changes are requested.
Basic knowledge of when to terminate and initiate an account for a property and how to produce the appropriate paperwork.
Basic knowledge of real estate practices and property ownership; awareness of the responsibilities and the supporting laws that govern.
Basic knowledge of bankruptcy, collections and write-off procedures.
Basic knowledge of garbage and trash ordinances and provide guidance, assistance, and/or interpretation of procedures and standards.
Meter Services KSA’s
Basic knowledge of a backflow device, various sizes and its purpose.
Basic knowledge of a water meter, the various sizes, the attached radio-read device, meter reads, and how reads are collected.
Knowledge of all the divisions within the Utility and where to route customer inquiries.
Strong data entry skills with a proficient accuracy rate.
Ability to manage records, both physical and electronic.
Ability to enter and close a work order related to water meters, radio read devices, leaks, sewer backups, stormwater issues, and other various issues.
Basic knowledge of delinquencies and balances due.
Basic knowledge of file layouts within Laserfiche.
Ability to scan documents into Laserfiche.
PHYSICAL & SENSORY REQUIREMENTS / ENVIRONMENTAL FACTORS
Physical Ability
:
Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (10 pounds). Tasks may involve extended periods of time at a keyboard or work station.
Sensory Requirements
:
Tasks require the ability to perceive and discriminate sounds, and visual cues or signals.
Tasks require the ability to communicate orally.
Environmental Factors
:
Essential functions are regularly performed without exposure to adverse environmental conditions.
The City of Boynton Beach, Florida, is an Equal Opportunity Employer.
In compliance with the Americans with Disabilities Act (42 U.S. C. 12101 et. seq.), the City of Boynton Beach will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.
A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties.
All duties and responsibilities are essential job functions and requirements are subject to possible modifications to reasonably accommodate individuals with disabilities.
To perform this job successfully, the incumbent(s) will possess the abilities and aptitudes to perform each duty proficiently.
Some requirements may exclude individuals who pose a direct threat of significant risk to the health or safety of themselves or others.
Requirements are representative of the minimum level of knowledge, skills, and ability.
CAREER PATH ADVANCEMENT REQUIREMENTS:
Current employees may be considered for progression into a higher Customer Relations Specialist level based on meeting the career path qualifications and requirements.
Newly hired employees may be considered for placement into a higher Customer Relations Specialist level based on verification of the individual meeting the minimum qualifications of the level.
The following requirements must be met to advance to Customer Relations Specialist II:
Two (2) years of experience in the Customer Relations Specialist I position or equivalent experience; and
Complete coursework/training in the following areas:
Customer Service Training
Office Safety
Must possess and maintain a valid State of Florida Driver’s License.
KSAs must be met as follows:
100% of the General and Primary Function area level I KSAs; and
90% of the level II KSAs in the General and Primary functional area
KSA’ will be verified and documented via a panel demonstration consisting of Supervisor and Manager or within three (3) months for external candidates.
The following requirements must be met to advance to Customer Relations Specialist III:
High school diploma or valid equivalent; and
Two (2) years of experience in the Customer Relations Specialist I position plus (2) years of experience in the Customer Relations Specialist II position or equivalent experience; and
Certification from FW&PCOA Level 1 course in Utility Customer Relations.
Must possess and maintain a valid State of Florida Driver’s License.
KSAs must be met as follows:
100% of the level II KSAs in the general and primary functional area; and
90% of the level III KSA's in the general and primary functional area.
KSA’ will be verified and documented via a panel demonstration consisting of Supervisor and Manager or within three (3) months for external
VETERANS' PREFERENCE
Certain servicemembers and veterans, and the spouses and family members of such servicemembers and veterans, receive preference and priority in the City’s hiring process. Additionally, certain servicemembers may be eligible to receive waivers for postsecondary educational requirements in employment by the City.
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