Customer Relations Specialist I

The purpose of this position is to perform entry-level customer service, data entry, and clerical functions under the general direction of the Finance Director or designee. Employees in this position provide front-line customer service support for utility billing and related services through in-person, telephone, and electronic communication. This position focuses on accurate account maintenance, basic billing inquiries, service requests, and customer guidance while implementing applicable policies, procedures, and utility systems. The following knowledge, skills, and abilities, as outlined herein, are intended to be representative of the type of tasks performed within this position. 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 position if the work is similar, related, or a logical assignment for this description. Other duties may be required and assigned. Responsibilities Provides courteous, professional customer service to the public regarding utility billing, payments, service initiation and termination; assists with general account inquiries. Responds respectfully and professionally to customer requests and concerns via telephone, email, and in-person counter service. Establishes, updates, and maintains customer utility accounts, including deposits, transfers, and account changes. Utilizes the utility billing system and related databases to research account balances, consumption, billing cycles, and service history. Processes routine billing adjustments, payments, and service requests in accordance with established policies. Assists customers with understanding rates, fees, billing cycles, and payment options. Generates and processes work orders for field services such as meter reads, leaks, and service investigations. Performs clerical duties including data entry, document scanning, filing, and correspondence management; enters, updates, and maintains customer account information with a high degree of accuracy across utility billing and document management systems. Co-ordinates with internal departments to route customer requests and ensure timely resolution. Complies with customer service standards, departmental policies, and data confidentiality requirements. Delivers consistent, respectful, and solution-oriented customer service while adhering to established utility policies and procedures. Accurately researches customer accounts, billing history, and consumption data to resolve routine inquiries and identify discrepancies. Applies basic mathematical and accounting principles to verify charges and balances. Maintains confidentiality of customer and financial information. Works independently while managing frequent interruptions in a high-volume customer service environment. Performs other duties as assigned. Qualifications High School Diploma or valid equivalent; AND One (1) year of experience in customer service, billing, and/or administrative functions; AND Valid State of Florida Driver’s License. If no applicants meet the minimum qualifications, an equivalent combination of education, training, experience, and preferred qualifications may be considered. Schedule Requirements The ability to work in a customer‑centered role in either a part‑time or full‑time capacity. Driving Requirements The ability to drive and operate a personal or City vehicle intermittently throughout the work day or work week, as needed. Physical Requirements The ability to exert moderate, though not constant, physical effort, which may involve some combination of climbing, balancing, stooping, kneeling, crouching, crawling, and/or lifting, carrying, pushing, and/or pulling of objects and materials of moderate weight (12-20 pounds). Motor Coordination The ability to coordinate eyes, hands, and feet to utilize and operate office tools, equipment, and machinery; and to handle, sort, and organize documentation. Sensory Requirements The ability to perceive and differentiate audio and/or visual cues or signals; and to perceive and differentiate depths, and/or textures. Form/Spatial Aptitude The ability to inspect items for proper length, width, and shape; and to visually read various information. Color Discrimination The ability to differentiate between colors or shades of color. Communication The ability to effectively communicate with City employees, stakeholders, and the general public verbally and in writing to deliver and explain information in a variety of technical and/or professional languages, and to prepare written correspondence, documents, reports, and analyses using proper format, spelling, grammar, and punctuation. Functional Reasoning The ability to apply principles of rational systems, such as motivation, incentive, and leadership; to interpret instructions furnished in written, oral diagrammatic, or schedule form; and to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objectives. Situational Reasoning The ability to exercise the judgment, decisiveness, and creativity required in situations involving the evaluation of information against sensory, judgmental, measurable, verifiable, or subjective criteria. Data Conception The ability to coordinate, manage, strategize, and/or correlate data and/or information; and to exercise discretion in determining actual or probable consequences, and in identifying solutions or alternatives. Mathematical Aptitude The ability to add, subtract, multiply, divide, and calculate numbers, decimals, and percentages; and to interpret numerical data and graphs to create reports and/or develop forecasts. Environmental Factors Essential functions are performed with some exposure to adverse environmental conditions (i.e. cold, heat, rain, sunlight, humidity, noise, dirt, odor, and/or fumes). Equal Opportunity Employer The City of Lauderhill, Florida, is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act (42 U.S. C. 12101 et. seq.), the City of Lauderhill 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. 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. #J-18808-Ljbffr