Customer Relations Specialist Jobs

Requirements And Preferences

The Broward County Board of County Commissioners is seeking qualified candidates for Customer Relations Specialist.

This Job Announcement will remain open until a sufficient number of applications are received.

Benefits of Broward County Employment

High Deductible Health Plan – Bi-weekly Premiums

Single $10.39 / Family $76.94

Includes a County Funded Health Savings Account of up to $2400 Annually

Consumer Driven Health Plan – Bi-weekly Premiums

Single $78.64 / Family $273.13

Florida Retirement System (FRS) – Pension or Investment Plan

457 Deferred Compensation employee match

Eleven (11) paid holidays each year

Vacation (Paid Time Off) = 2 weeks per year

Tuition Reimbursement (Up to 2K annually)

Paid Parental Leave

The Aviation Department Security Division is seeking a dynamic and professional Customer Relations Specialist to provide daily oversight, direction, support and leadership to the Security Division Credentialing Office personnel. The Airport's Credentialing Office is a fast-paced environment that serves 15,000+ Airport employees' credentialing needs. The Customer Relations Specialist must be customer focused and be able to function in a dynamic workplace while organizing workflow to maintain heavy service volume and quality standards. Must be comfortable working with a diverse population with heavy customer volume both in person and by phone.

The ability to work hours between 5:00 a.m. and 9:00 p.m. Monday through Friday and 7:00 a.m. to 3:00 p.m. on Saturday is a must. Hours may vary beyond the stated hours due to operational needs.

Works under general supervision, independently developing work methods and sequences.

All Aviation Department employees must possess the ability to interact courteously with the public, Airport tenants, vendors, contractors and fellow employees to maintain a professional work atmosphere by acting and communicating in a manner that promotes a positive work environment.

Minimum Education And Experience Requirements

Requires six (6) years of experience in customer relations, including two (2) years of experience dealing with major cruise lines, airlines, or other relevant business entities, and cash handling or any equivalent combination of relevant training and experience.

Special Certifications and Licenses

• Ability to obtain and maintain a Security Identification Display Area (SIDA) Badge and Customs Seal.
• Must possess a valid Florida driver's license during employment and maintain authority to drive on County business.

Preferences

• Five plus years of supervisory experience
• Associate Degree or higher
• Advanced Computer Skills
• Certificate in Customer Service

All candidates must complete an extensive ten (10) year work history verification and criminal background check, including fingerprinting and all other information as required by the Federal Aviation Administration. * Ability to maintain authorization to drive a County vehicle. * Ability to obtain and maintain a Security Identification Display Area (SIDA) Badge and a US Customs Border Protection Seal. * The Aviation Department operates under a Drug-Free Workplace Policy in compliance with the provisions of the Federal Drug-Free Workplace Act of 1988.

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.

• Oversee Computer Based Training functions and activities.
• Conducts internal file audits.
• Oversee biometric scanning, Criminal History Records Checks (CHRC) and Security Threat Assessments (STA).
• Assists staff with daily tasks such as opening/processing of payments, keying data entry, return check processing, cashiering, scanning, or processing receipts.
• Handles difficult customer situations to resolve disputes.
• Oversee the processing and reconciliation of financial transactions.
• Makes appropriate adjustments to accounts for purposes of recovering or crediting funds.
• Attend meetings, conferences, seminars, and training.
• Prepare credentialing files and generate reports.
• Performs related work as assigned.
• Evaluates statistical data as it pertains to employee and department performance via evaluation of statistical data obtained from various databases.
• Review and update current Credentialing Policies and Procedures.
• Maintains/updates various databases/software to ensure accuracy.
• Assists in hiring, interviewing and selection of qualified candidates via participation in interviews with management and Human resources.
• Communicates with others to maximize the effectiveness and efficiency of Security Division operations.
• Analyze, develop implement and monitor new processes, policies and/or procedures.
• Researches and evaluates complaints and employee grievances as per department policies and procedures and union contracts. Participates in pre-disciplinary and disciplinary meetings with employees/unions/management.
• Oversee the credentialing application, document verification, the issuance, deactivation, and reporting of lost and/or stolen media process in accordance with established policies and procedure.
• Monitor web cameras, software, database, media printers, billing systems and Credentialing Management System.
• Oversees staff daily performance to ensure customers are handled efficiently and effectively. Offers knowledge and guidance to Customer Service Representatives (CSR) when unsure of how to handle a particular question or situation. Advises staff of assigned tasks to complete.
• Acts as liaison between various Aviation Divisions regarding Security Division operations.

WORK ENVIRONMENT

Physical Demands

Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.

Performs light to medium work that involves walking or standing virtually all of the time and also involves exerting between 20 and 50 pounds of force on a regular and recurring basis or considerable skill, adeptness and speed in the use of the fingers, hands or limbs in tasks involving close tolerances or limits of accuracy.

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.

Involves routine and frequent exposure to traffic; moving machinery.

SPECIAL INFORMATION

County Core Competencies

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. The ADA requires Broward County to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with the Professional Standards/Human Rights Section.

Emergency Management 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.