Customer Relations Associate

2 weeks ago


Pompano Beach, Florida, United States Broward County Full time
Position Overview
The Broward County Board of County Commissioners is looking for skilled individuals to fill the role of Customer Service Representative within the Internal Customer Service Section of the Business Operations Division.

General Responsibilities
The Customer Service Representative (CSR) in the Water and Wastewater Services Business Operations Division is tasked with managing utility payments and overdue accounts, negotiating and processing payment plans, and ensuring accurate customer and billing transactions. The CSR utilizes various software systems to maintain customer account information and to effectively handle service requests.

The CSR is committed to delivering exceptional service to both the public and County Agencies regarding utility services, including billing inquiries and payment processing. This role involves managing a high volume of customer interactions through calls and in-person visits while performing routine customer service tasks in a dynamic environment.

Key Duties
- Provide clear and concise communication to identify and resolve customer service and billing issues.
- Handle multiple customer service tasks simultaneously, demonstrating strong concentration and problem-solving skills.
- Interact with a diverse range of customers, including those who may be upset, through various communication channels.
- Collaborate with the Accounting Division and other customer service areas to ensure consistent service delivery and adherence to best practices.
- Flexibility to report to different customer service centers as needed, requiring a valid Florida Driver's License.

Qualifications
Minimum Education and Experience:
- One year of experience in customer service or a related field.

Preferred Qualifications:
- Degree in Business, Public Administration, or a related discipline.
- Relevant certifications in customer service or debt collection practices.
- Experience with utility billing software and maintenance management systems.
- Bilingual abilities are a plus.

Essential Functions
- Maintain and update databases for efficient information management.
- Address customer inquiries regarding payment histories and service needs.
- Process payments and ensure accurate posting to customer accounts.
- Prepare correspondence and documentation to communicate effectively with customers and staff.
- Conduct research to assist customers in navigating government services.

Physical and Work Environment
This position primarily involves sedentary work, with occasional walking or standing. The work environment is generally safe, with no significant hazards.

Core Competencies
- Decision Quality: Make informed decisions that advance organizational goals.
- Resourcefulness: Utilize resources efficiently to achieve objectives.
- Optimizes Work Processes: Focus on continuous improvement of work methods.
- Interpersonal Savvy: Build rapport with diverse groups.
- Effective Communication: Deliver clear messages tailored to different audiences.

Broward County is an Equal Opportunity Employer committed to inclusivity and providing reasonable accommodations for individuals with disabilities.

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