Customer Relations Specialist I
Leon County Government, Boynton Beach, FL, United States
Overview
Purpose of Classification: 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.
Responsibilities and Reporting During an emergency situation, ESSENTIAL EMPLOYEES may be required to work during a declared emergency, potentially around the clock for several days on short notice. NON-ESSENTIAL EMPLOYEES will not be required to work during a declared emergency; the Department Head determines when the employee will be required to work.
Essential Functions The following duties and functions are representative of tasks performed within this classification. They are not listed in any order of importance. Other duties may be required and assigned.
Professionally greet the public, actively listen, and address customer needs by providing prompt, professional, helpful assistance regarding their utility services (billing, requests, concerns, or complaints).
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.
Handle customer inquiries in accordance with the company’s guidelines and policies.
Maintain and update billing system records through daily work activities.
Prepare utility accounts for monthly billing, analyze reports for exceptions, and take corrective action to ensure proper billing.
Perform other work as assigned.
The following essential functions are listed as representative of functions performed in the divisional areas of assignment within the Utilities department:
Customer Relations Division: Answer the phone and front counter inquiries, research billing data, dispatch messages, and communicate with various stakeholders. Verify addresses and ownership using the Property Appraiser system and related resources, and process lien searches for outstanding balances.
Provide professional, courteous, and calm assistance for billing questions, complaints, and concerns.
Research and resolve customer account questions using utility billing software; update information and generate work orders; manage scanning and document handling.
Coordinate the setup of new service accounts and process initial deposits; review applications, service changes, delinquent accounts, and work orders.
Prepare adjustment requests to credit and debit customer accounts; dispatch field inquiries and support field staff with account information.
Utilize GIS mapping tools to look up sanitation service days and inform residents; provide guidance on transfer station locations and disposal guidance when applicable.
Performs other related duties as required.
Meter Services
Dispatch field requests related to water leaks, backups, unknown utility situations, meter reading issues, and other utility field investigations.
Maintain records of dispatch events for follow-up and historical tracking; monitor work order management system to ensure timely responses.
Handle mail and packages, monitor public records requests, and assist with locations tickets for projects requiring dig work.
Scan documents into Laserfiche and maintain proper folder structure.
Assist with road closure notifications and other related duties as assigned.
Qualifications Minimum Qualifications
High School or Equivalent
Four (4) years of previous customer service or call center experience
Excellent communication and telephone skills
Skilled in use of office equipment including computers, printers, copiers, and multi-line telephones
Possess (or obtain within fourteen (14) days of hire) and maintain a valid State of Florida Driver’s license
Preferred Qualifications
Experience with the Central Square governmental sector CIS Module and meter reading database; understanding of utility billing principles
Associate degree in public administration, business management, communications, or closely related field
Career Path Advancement Current employees may advance to a higher Customer Relations Specialist level based on meeting qualification requirements. Newly hired employees may be considered for higher placement based on verification of minimum qualifications. This is at the discretion of the Department Director, the Human Resources Director, and the City Manager. To advance to Customer Relations Specialist II: two (2) years of experience in Customer Relations Specialist I or equivalent experience; complete coursework/training in Customer Service, Office Safety; must possess and maintain a valid State of Florida Driver’s License.
KSAs and Training KSAs will be verified via panel demonstration with supervisors and managers or within three (3) months for external candidates. Training areas include Customer Service, Office Safety, and related competencies. Additional knowledge areas cover General KSAs, Customer Relations KSAs, Meter Services KSAs, and related abilities in communication, data entry, records management, and problem resolution.
Benefits and Working Conditions
City of Boynton Beach EEO and Affirmative Action policies apply.
Full-time employees are eligible for the City’s benefit package, including health, dental, vision, life insurance, retirement plans, paid leave, holidays, tuition assistance (budget permitting), wellness programs, and other voluntary plans.
Note: This description is intended to reflect the essential functions and qualifications of the position and may be revised. Some benefits and plan details are subject to change.
#J-18808-Ljbffr
Responsibilities and Reporting During an emergency situation, ESSENTIAL EMPLOYEES may be required to work during a declared emergency, potentially around the clock for several days on short notice. NON-ESSENTIAL EMPLOYEES will not be required to work during a declared emergency; the Department Head determines when the employee will be required to work.
Essential Functions The following duties and functions are representative of tasks performed within this classification. They are not listed in any order of importance. Other duties may be required and assigned.
Professionally greet the public, actively listen, and address customer needs by providing prompt, professional, helpful assistance regarding their utility services (billing, requests, concerns, or complaints).
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.
Handle customer inquiries in accordance with the company’s guidelines and policies.
Maintain and update billing system records through daily work activities.
Prepare utility accounts for monthly billing, analyze reports for exceptions, and take corrective action to ensure proper billing.
Perform other work as assigned.
The following essential functions are listed as representative of functions performed in the divisional areas of assignment within the Utilities department:
Customer Relations Division: Answer the phone and front counter inquiries, research billing data, dispatch messages, and communicate with various stakeholders. Verify addresses and ownership using the Property Appraiser system and related resources, and process lien searches for outstanding balances.
Provide professional, courteous, and calm assistance for billing questions, complaints, and concerns.
Research and resolve customer account questions using utility billing software; update information and generate work orders; manage scanning and document handling.
Coordinate the setup of new service accounts and process initial deposits; review applications, service changes, delinquent accounts, and work orders.
Prepare adjustment requests to credit and debit customer accounts; dispatch field inquiries and support field staff with account information.
Utilize GIS mapping tools to look up sanitation service days and inform residents; provide guidance on transfer station locations and disposal guidance when applicable.
Performs other related duties as required.
Meter Services
Dispatch field requests related to water leaks, backups, unknown utility situations, meter reading issues, and other utility field investigations.
Maintain records of dispatch events for follow-up and historical tracking; monitor work order management system to ensure timely responses.
Handle mail and packages, monitor public records requests, and assist with locations tickets for projects requiring dig work.
Scan documents into Laserfiche and maintain proper folder structure.
Assist with road closure notifications and other related duties as assigned.
Qualifications Minimum Qualifications
High School or Equivalent
Four (4) years of previous customer service or call center experience
Excellent communication and telephone skills
Skilled in use of office equipment including computers, printers, copiers, and multi-line telephones
Possess (or obtain within fourteen (14) days of hire) and maintain a valid State of Florida Driver’s license
Preferred Qualifications
Experience with the Central Square governmental sector CIS Module and meter reading database; understanding of utility billing principles
Associate degree in public administration, business management, communications, or closely related field
Career Path Advancement Current employees may advance to a higher Customer Relations Specialist level based on meeting qualification requirements. Newly hired employees may be considered for higher placement based on verification of minimum qualifications. This is at the discretion of the Department Director, the Human Resources Director, and the City Manager. To advance to Customer Relations Specialist II: two (2) years of experience in Customer Relations Specialist I or equivalent experience; complete coursework/training in Customer Service, Office Safety; must possess and maintain a valid State of Florida Driver’s License.
KSAs and Training KSAs will be verified via panel demonstration with supervisors and managers or within three (3) months for external candidates. Training areas include Customer Service, Office Safety, and related competencies. Additional knowledge areas cover General KSAs, Customer Relations KSAs, Meter Services KSAs, and related abilities in communication, data entry, records management, and problem resolution.
Benefits and Working Conditions
City of Boynton Beach EEO and Affirmative Action policies apply.
Full-time employees are eligible for the City’s benefit package, including health, dental, vision, life insurance, retirement plans, paid leave, holidays, tuition assistance (budget permitting), wellness programs, and other voluntary plans.
Note: This description is intended to reflect the essential functions and qualifications of the position and may be revised. Some benefits and plan details are subject to change.
#J-18808-Ljbffr