Customer Service Representative (Full-Time) - Water & Wastewater Services

Customer Service Representative (Full-Time)

The Broward County Board of County Commissioners is seeking qualified candidates for Customer Service Representative (Full-Time) in Water & Wastewater Services. This job announcement will remain open until June 10, 2026 at 5PM. The Full-Time Customer Service Representative (CSR) position, in the Internal Customer Service Section, 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 in an office environment. The CSR also works with the Accounting Division and other WWS Sections 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

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

Competencies

• Decision Quality: Makes good and timely decisions that keep the organization moving forward. Swiftly internalizes coaching on routine issues; handles issues confidently after instruction. Leverages rules and procedures to speed up decision making. Confidently and quickly draws on others' expertise.
• Resourcefulness: Secures and deploys resources effectively and efficiently. Accomplishes tasks without waste, leveraging available resources; requests additional resources when appropriate. Manages multiple priorities and competing demands calmly and effectively.
• Optimizes Work Processes: Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. Generally follows defined and communicated standards, methods, and procedures. Seeks advice and finds ways to work better within processes. Makes some reasonable suggestions to improve work methods.
• Interpersonal Savvy: Relates openly and comfortably with diverse groups of people. Maintains an open, friendly, and accepting demeanor when interacting with others; starts conversations and builds rapport; listens attentively and responds non-defensively when given advice, instruction, or critical feedback.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Seeks out others' perspectives and asks good questions. Shares information that people want to know; gives appropriate context and details when speaking.
• Demonstrates Self-Awareness: Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses. Seeks and responds to constructive feedback in a positive and professional way. Seeks to understand own impact on others; acknowledges mistakes and finds ways to avoid repeating them.

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. May vary by work location.

Unavoidable Hazards (Work Environment)

Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.

None.

County Core Values

All Broward County employees strive to demonstrate the County's four core behavioral competencies .

• 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.

Americans with Disabilities Act (ADA) Compliance

Broward County is an Equal Opportunity Employer committed to inclusion. Broward County is committed to providing equal opportunity and reasonable accommodations to qualified persons with disabilities. We support the hiring of people with disabilities; therefore, if you require assistance due to a disability, please contact the Professional Standards Section in advance at View phone number on click.appcast.io or email View email address on click.appcast.io to make an accommodation request.

County-wide Emergency Responsibilities

Note: During emergency conditions, all County employees are automatically considered emergency service workers. County employees are subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned.

County-wide Employee Responsibilities

All Broward County employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Employee Code of Ethics, gift, and conflict of interest policies.

All Broward County employees must establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.