Customer Relations Specialist I-III (Career Path)

Job Title

Customer Service Representative

Job Description

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.

Essential Functions

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. Performs other work as assigned.

Minimum Qualifications

MINIMUM QUALIFICATIONS Four (4) years of previous customer service, 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.

Supplemental Information

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.

Full-time employees (those regularly scheduled to work at least 30 hours per week) are eligible for the City's benefit package. The City of Boynton Beach's comprehensive benefits package includes: Student Loan Forgiveness Health Insurance Dental Insurance Vision Care Plan Basic Term Life Insurance Supplemental Life Insurance Dependent Life Insurance Accidental Death and Dismemberment Insurance City Pension Plan Short Term Disability and other Supplemental Plans Long Term Disability Insurance Employee Assistance Program 457 Savings Plan (three options) Paid Annual Leave / Vacation Bonus Vacation Hours 12 Paid Holidays Paid Sick Leave / Family Sick Leave Educational Assistance Program *( Depending on budget funding ) On-site Training Program Wellness Program Pre-Paid Legal and Identity Theft Protection Plans Credit Union Tax Deferred 125 Premium Plan Flexible Spending Account Direct Deposit Social Security