Customer Service Representative (Business Operations Division) Salary

$39,420.78 - $62,916.46 Annually

Location

Pompano Beach, FL

Job Type

Full-Time

Job Number

1413380

Department

PW WWS Bus Ops Cust Service

Opening Date

02/07/2025

Closing Date

2/10/2025 5:00 PM Eastern

Veterans' Preference Notice

Under Section 295.07, Florida Statutes, certain servicemembers and veterans, and the spouses and family members of such servicemembers and veterans, receive preference and priority, and certain servicemembers may be eligible to receive waivers for postsecondary educational requirements, in employment with Broward County and are encouraged to apply for the positions being filled.

Description Benefits Questions REQUIREMENTS AND PREFERENCES

The Broward County Board of County Commissioners is seeking qualified candidates for Customer Service Representative (Water & Wastewater Services).

**Broward County is not accepting attachments for this recruitment, including resumes or similar supporting documentation. Please ensure you complete the application in its entirety and include all information you want considered**  

NOTE: Announcement is open until a sufficient number of applications are received and may close at any time. 

The Water and Wastewater Services Business Operations Division (WWS-BOD) is seeking a self-motivated, organized, and reliable Customer Service Representative (CSR) for its Internal Customer Service Section, it includes the Customer Payment Centers and Customer Call Center. This CSR position 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 and communications 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 /Centers for operational needs.

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 standing in an office environment. The CSR also works with the 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
Assists 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.

For consideration of international degrees, candidates must have it evaluated by an approved member of the National Association of Credential Evaluation Services (NACES), or Association of International Credential Evaluators (AICE). All associated expenses incurred are the responsibility of the candidate. To access the NACES directory of current members, please visit www.naces.org/members. To access the AICE directory of endorsed members, please visit https://aice-eval.org/endorsed-members. Completed evaluations do not guarantee an offer of employment and are subject to approval by Broward County Human Resources.

Special Certifications and Licenses
Possess and maintain a valid Florida Class E Driver's License during appointment of hire,

Preferences

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

DUTIES AND RESPONSIBILITIES

The functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the job as necessary.

Updates/maintains a variety of databases in order to facilitate information recording, storage, and retrieval and/or to track activity/volume of work.

Checks payment history in order to answer questions from customers regarding payment/use history.

Resolves a variety of problems/issues from the public and/or other staff in order to maximize the efficiency/effectiveness of office operation and/or service provided.

Interacts with the public or other County staff/officials in order to assist them in using Department services/programs, collect fees, answer questions, or identify their service needs.

Posts funds received in order to credit the proper customer account.

Retrieves information/summary reports from a variety of databases in order to facilitate data/trend analysis, and/or provide data/information to staff, County officials, and/or the public.

Researches county and non-county government information in order to assist customers in determining the appropriate government agency/jurisdiction that can resolve their problem/issue.

Registers regulated businesses/individuals in order to protect consumers and document regulated businesses/individuals.

Prepares a variety of correspondence, notifications, forms, and related documents in order to communicate information to staff and/or the public.

Processes returned checks/credit card transactions in order to collect funds owed for utility services, or license/permit/citation/lien satisfaction fees, and/or update account status.

Researches misapplied payments in order to post funds received to correct account.

Performs related work as assigned.

WORK ENVIRONMENT

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.

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.

SPECIAL INFORMATION

CompetenciesDecision QualityMakes 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.
ResourcefulnessSecures 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 ProcessesKnows 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 SavvyRelates 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 EffectivelyDevelops 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-AwarenessUses 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.
County Core ValuesAll 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) ComplianceBroward 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 954-357-6500 or email Profstandards@broward.org to make an accommodation request.
Emergency Management ResponsibilitiesNote: 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 ResponsibilitiesAll 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.

Broward is a dynamic county that offers an exciting, stable career with incredible employee benefits such as 11 annual holidays, accrued annual/vacation and sick leave, FRS retirement, $50,000 of free life insurance, training and development, and participation eligibility in a deferred compensation (457) plan with a match up to $2,600. In addition, Broward County offers 2 health plans, a High Deductible Health Plan (HDHP) with a County-funded Health Savings Account (HSA), and a Consumer Driven Health plan (CDH), Dental insurance, Vision insurance and Section 125 Flexible spending accounts for Medical Expenses and Dependent Care. Part-time 20+ benefit eligible employees receive the benefits described above at a reduced amount. Additional information about Broward County Benefits.

01 In order to be considered, applicants must provide accurate and complete education and work history information in its entirety. The referenced information listed on the online application will be used to determine the applicant's qualifications toward meeting the minimum requirements for the position (e.g., if you list that you have 6 years of experience in a certain field, that experience must be easily identifiable on the 'Work Experience' section of your application). Please note: Broward County is no longer accepting attachments to job applications, including resumes or similar supporting documentation. Please ensure you complete the application in its entirety and include all information you want considered.?? If the experience you reference in the below questions is not clearly included and described in your Work History section, your application will be considered not qualified for this position and you may be removed from consideration. Do you understand, in order to be considered for this position, accurate and complete education and work history information must be provided? Yes No 02 What is the highest degree you have earned with major coursework in Business, Public Administration or closely related field? Associate degree Bachelor's degree Master's degree None of the above 03 Please select from the list of certifications that you have obtained. Select all that apply. Fair Debt Collection Practices Act Certification Customer Services Specialist (CSS) Certification None of the above 04 Do you have experience in the following? Select all that apply. One (1) or more years of experience using Energy (Peace Software), or a similar utility billing software. One (1) or more years of experience using Maximo, or a similar maintenance management software. One (1) or more years of experience using PeopleSoft or a similar business/financial software. None of the above 05 From the following list, please select any languages that you are fluent in (speak, read, and write). English Spanish French Creole Portuguese French Arabic Chinese None of the above 06 Select which area(s) of utility billing/customer service you have experience in. Cable/Satellite television Electricity or Gas Solid Waste Water and/or Sewer Telephone/Cellular None of the above 07 This position requires sitting, standing, walking for frequent to continuous periods of time, driving, and lifting/moving heavy cash drawers and related equipment weighing up to 50 lbs. Are these activities that you can safely perform with or without a reasonable accommodation? Yes No 08 This position requires the flexibility of reporting to work at our other WWS payment centers in Lauderhill and Pompano Beach as operational needs require. Are you able to fulfil this requirement? Yes No 09 Briefly describe your experience including years in cash handling and processing non-cash transactions, such as credit card and check payments. 10 Briefly describe specific details on your customer service/customer call center experience and how you provide support for highly demanding customers. 11 On a scale of 1-10 (lowest to highest), how do you rate your Microsoft Suite skills? Please specifically describe the skills you rated, the types of documents you have created, and how you determined your rating. 12 Are you aware, and accept, that during emergency conditions, all County employees are automatically considered emergency service workers, and that 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? Yes No

Required Question

Employer Broward County Address 115 S. Andrews Ave.

Fort Lauderdale, Florida, 33301-4800 Phone (954) 831-4000
Website http://www.broward.org/careers REQUIREMENTS AND PREFERENCES

The Broward County Board of County Commissioners is seeking qualified candidates for Customer Service Representative (Water & Wastewater Services).

**Broward County is not accepting attachments for this recruitment, including resumes or similar supporting documentation. Please ensure you complete the application in its entirety and include all information you want considered**  

NOTE: Announcement is open until a sufficient number of applications are received and may close at any time. 

The Water and Wastewater Services Business Operations Division (WWS-BOD) is seeking a self-motivated, organized, and reliable Customer Service Representative (CSR) for its Internal Customer Service Section, it includes the Customer Payment Centers and Customer Call Center. This CSR position 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 and communications 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 /Centers for operational needs.

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 standing in an office environment. The CSR also works with the 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
Assists 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.

For consideration of international degrees, candidates must have it evaluated by an approved member of the National Association of Credential Evaluation Services (NACES), or Association of International Credential Evaluators (AICE). All associated expenses incurred are the responsibility of the candidate. To access the NACES directory of current members, please visit www.naces.org/members. To access the AICE directory of endorsed members, please visit https://aice-eval.org/endorsed-members. Completed evaluations do not guarantee an offer of employment and are subject to approval by Broward County Human Resources.

Special Certifications and Licenses
Possess and maintain a valid Florida Class E Driver's License during appointment of hire,

Preferences

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

DUTIES AND RESPONSIBILITIES

The functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the job as necessary.

Updates/maintains a variety of databases in order to facilitate information recording, storage, and retrieval and/or to track activity/volume of work.

Checks payment history in order to answer questions from customers regarding payment/use history.

Resolves a variety of problems/issues from the public and/or other staff in order to maximize the efficiency/effectiveness of office operation and/or service provided.

Interacts with the public or other County staff/officials in order to assist them in using Department services/programs, collect fees, answer questions, or identify their service needs.

Posts funds received in order to credit the proper customer account.

Retrieves information/summary reports from a variety of databases in order to facilitate data/trend analysis, and/or provide data/information to staff, County officials, and/or the public.

Researches county and non-county government information in order to assist customers in determining the appropriate government agency/jurisdiction that can resolve their problem/issue.

Registers regulated businesses/individuals in order to protect consumers and document regulated businesses/individuals.

Prepares a variety of correspondence, notifications, forms, and related documents in order to communicate information to staff and/or the public.

Processes returned checks/credit card transactions in order to collect funds owed for utility services, or license/permit/citation/lien satisfaction fees, and/or update account status.

Researches misapplied payments in order to post funds received to correct account.

Performs related work as assigned.

WORK ENVIRONMENT

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.

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.

SPECIAL INFORMATION

CompetenciesDecision QualityMakes 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.
ResourcefulnessSecures 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 ProcessesKnows 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 SavvyRelates 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 EffectivelyDevelops 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-AwarenessUses 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.
County Core ValuesAll 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) ComplianceBroward 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 954-357-6500 or email Profstandards@broward.org to make an accommodation request.
Emergency Management ResponsibilitiesNote: 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 ResponsibilitiesAll 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.

Broward is a dynamic county that offers an exciting, stable career with incredible employee benefits such as 11 annual holidays, accrued annual/vacation and sick leave, FRS retirement, $50,000 of free life insurance, training and development, and participation eligibility in a deferred compensation (457) plan with a match up to $2,600. In addition, Broward County offers 2 health plans, a High Deductible Health Plan (HDHP) with a County-funded Health Savings Account (HSA), and a Consumer Driven Health plan (CDH), Dental insurance, Vision insurance and Section 125 Flexible spending accounts for Medical Expenses and Dependent Care. Part-time 20+ benefit eligible employees receive the benefits described above at a reduced amount. Additional information about Broward County Benefits.

01 In order to be considered, applicants must provide accurate and complete education and work history information in its entirety. The referenced information listed on the online application will be used to determine the applicant's qualifications toward meeting the minimum requirements for the position (e.g., if you list that you have 6 years of experience in a certain field, that experience must be easily identifiable on the 'Work Experience' section of your application). Please note: Broward County is no longer accepting attachments to job applications, including resumes or similar supporting documentation. Please ensure you complete the application in its entirety and include all information you want considered.?? If the experience you reference in the below questions is not clearly included and described in your Work History section, your application will be considered not qualified for this position and you may be removed from consideration. Do you understand, in order to be considered for this position, accurate and complete education and work history information must be provided? Yes No 02 What is the highest degree you have earned with major coursework in Business, Public Administration or closely related field? Associate degree Bachelor's degree Master's degree None of the above 03 Please select from the list of certifications that you have obtained. Select all that apply. Fair Debt Collection Practices Act Certification Customer Services Specialist (CSS) Certification None of the above 04 Do you have experience in the following? Select all that apply. One (1) or more years of experience using Energy (Peace Software), or a similar utility billing software. One (1) or more years of experience using Maximo, or a similar maintenance management software. One (1) or more years of experience using PeopleSoft or a similar business/financial software. None of the above 05 From the following list, please select any languages that you are fluent in (speak, read, and write). English Spanish French Creole Portuguese French Arabic Chinese None of the above 06 Select which area(s) of utility billing/customer service you have experience in. Cable/Satellite television Electricity or Gas Solid Waste Water and/or Sewer Telephone/Cellular None of the above 07 This position requires sitting, standing, walking for frequent to continuous periods of time, driving, and lifting/moving heavy cash drawers and related equipment weighing up to 50 lbs. Are these activities that you can safely perform with or without a reasonable accommodation? Yes No 08 This position requires the flexibility of reporting to work at our other WWS payment centers in Lauderhill and Pompano Beach as operational needs require. Are you able to fulfil this requirement? Yes No 09 Briefly describe your experience including years in cash handling and processing non-cash transactions, such as credit card and check payments. 10 Briefly describe specific details on your customer service/customer call center experience and how you provide support for highly demanding customers. 11 On a scale of 1-10 (lowest to highest), how do you rate your Microsoft Suite skills? Please specifically describe the skills you rated, the types of documents you have created, and how you determined your rating. 12 Are you aware, and accept, that during emergency conditions, all County employees are automatically considered emergency service workers, and that 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? Yes No

Required Question

Employer Broward County Address 115 S. Andrews Ave.

Fort Lauderdale, Florida, 33301-4800 Phone (954) 831-4000
Website http://www.broward.org/careers