Field Customer Service Representative

Requirements And Preferences

The Broward County Board of County Commissioners is seeking qualified candidates for:

FIELD CUSTOMER SERVICE REPRESENTATIVE - WWS BUSINESS OPERATIONS.

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

Job Summary

The Water and Wastewater Services, Business Operations Division is seeking a self-motivated and diligent Field Customer Service Representative (FCSR) with exceptional customer service skills, and experience in reading water meters, checking for water leaks, hanging door tags, replacing meter box lids, executing water meter turn ons and shut offs, performing tampering checks, checking for RDO's (register does not operate), checking for zero consumption meters, and assisting customers in identifying water meter related concerns. The FCSR will work under general supervision and according to set procedures. As this is a field position, the incumbent must have the ability to work in an outdoor environment yearlong under various weather conditions. There will be exposure to rodents, insects, reptiles, and occasionally pets belonging to residents at various meter reading locations.

In addition, the FCSR may also need to clear debris, sediment, and other obstructions surrounding meter boxes to read meters in the field. When responding to service requests, the FCSR must able to review and modify driving routes in order to respond to customer service inquiries in an effectively and timely manner. Excellent verbal and inter-personnel skills, and the ability to communicate in a calm, clear, and concise manner are a must. The FCSR will work with the internal/external customers, and utilize various services, programs, and resources to provide exceptional field customer service. Incumbent will performance back-up courier services such as: driving to designated Broward County locations to pick-up/drop paperwork or items, operate mailing machine, and perform any other related tasks as assigned.

Minimum Education And Experience Requirements

Requires one (1) year in customer service or customer relations or closely related experience.

Special Certifications and Licenses

Possess and maintain a valid Florida Class E Driver's License based on area of assignment.

Preferences

• Associates Degree or higher in Business, Public Administration, or closely related field.
• Customer Service Professional certification
• 1+ year of experience using Maximo, or a similar maintenance management software.
• 1+ years of experience utility meter reading experience, or closely related experience.
• 1+ year of experience using Energy (PeacePlus 9 Software), or a similar utility billing software.

International Degrees

For consideration of international degrees, you must have your degree evaluated by an approved member of the National Association of Credential Evaluation Services (NACES). To access the NACES Membership directory, please visit www.naces.org/members

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

County Core Competencies

All Broward County employees strive to demonstrate the County's four core behavioral competencies.

• Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
• Customer focus: Building strong customer relationships and delivering customer-centric solutions.
• 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.