Customer Relations Specialist Career Path
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.
The following duties and functions, as outlined herein, are intended to be representative of the type of tasks performed within this classification. They are not listed in any order of importance. The omission of specific statements of the duties or functions does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.
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.
Perform other work as assigned.
The following essential functions are listed by and are representative of functions performed in the divisional areas of assignment within the Utilities department.
CUSTOMER RELATIONS DIVISION:
Answers the phone and provides assistance at the front counter by answering questions and providing information, researching billing or other data. Accurately and expeditiously receives and dispatches messages and information to the appropriate individuals via radio communication device.
Ability to understand and discuss billing questions, complaints and concerns with customers in a professional, polite, and calm manner.
Utilizes Property Appraiser system and other resources or records to verify addresses, map locations, to verify ownership, service area, and services needed. Processes lien searches for outstanding balances.
Familiar with basic aspects of customer service including billing, payments, credit arrangements, adjustments, service requests, meter information, rate schedule changes, engineering, sanitation collection and construction activities.
Uses utility billing and other computer programs to research problems concerning customer account balances and water consumption.
Performs clerical work as needed including typing correspondence, completing forms, filing, inquires on returned mail, and contacting customers.
Efficiently utilizes the software system to update customer information, generate work orders. Accurately and expeditiously receives and delivers printed documents into the Laser Fiche software system utilizing scanning hardware.
Ability to communicate information tactfully and impartially, to employees, other departments, contractors, engineers, utility companies, vendors, outside agencies, the public, and other individuals using our e-mail platform.
Coordinates the set-up of new service accounts; processes initial deposits.
Reviews customer account applications, service changes, delinquent accounts and work orders.
Prepares adjustment requests to credit and debit customer accounts.
Processes lien searches for outstanding balances.
Dispatches calls for water leaks and other utility system investigations; assists field staff with questions and account information.
Utilize software system to check status of Solid Waste routes.
Listens to and understands customer concerns. Receives work orders identifying problem or issue. Contacts or meets with customers regarding sanitation services. Resolves customer complaints within operational and code requirements. Coordinates resolution of all customer service complaints regarding waste containers.
Utilizes the GIS mapping tool to look up sanitation service days and inform residents.
Provide guidance and information to the general public as it pertains to transfer station locations, how to dispose of hazardous material, and/or dispose of debris themselves.
Performs other related duties as required.
Dispatches field requests related to water leak, wastewater backups, unknown utility situations, sink holes, flooding, shut off requests, odor complaints, trip hazards, meter reading audits and other Utility related field investigations. Keeps records on dispatch events within the system for follow up and historical tracking to identify areas of infrastructure concern.
Work order management system updates. Monitors work order management system to ensure supervisors throughout the department are responding to public requests within three days; reassign requests as needed; enters phone requests into system and closes with resolution; reports issues and request changes to software admin.
Receives and routes mail and packages delivered to the Utility Administration building; ensure outgoing parcels and mail are picked up.
Monitors Public Records requests via GovQA for the Utility Department. Enters, routes, responds, and closes public records requests. Ensures supervisors throughout the department are responding to public records requests within the appropriate time frame. Provides public record requests for as-builts to the locator crew and sends as-builts back to the customer through the system.
Supports Utility Supervisors and field staff with location tickets for projects requiring them to dig in an area; creates ticket in Sunshine 811 software. Monitors system for responses and companies who have service in the area.
Scans documents into Laserfiche, maintains proper folder structure, clears out old files as needed.
Under the direction of management or supervisors sends road closure notifications.
Performs other related duties as assigned.
- Four (4) years of previous customer service, or 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.
- Experience with the Central Square governmental sector CIS Module and meter reading database; principles and practices of utility billing.
- Associates degree in Public Administration, Business Management, Communications or a closely related field.
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
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.
PHYSICAL & SENSORY REQUIREMENTS / ENVIRONMENTAL FACTORS
Physical Ability : Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (10 pounds). Tasks may involve extended periods of time at a keyboard or work station.
Sensory Requirements : Tasks require the ability to perceive and discriminate sounds, and visual cues or signals. Tasks require the ability to communicate orally.
Environmental Factors : Essential functions are regularly performed without exposure to adverse environmental conditions.
The City of Boynton Beach, Florida, is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act (42 U.S. C. 12101 et. seq.), the City of Boynton Beach will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.
A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the abilities and aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat of significant risk to the health or safety of themselves or others. Requirements are representative of the minimum level of knowledge, skills, and ability.
CAREER PATH ADVANCEMENT REQUIREMENTS:
Current employees may be considered for progression into a higher Customer Relations Specialist level based on meeting the career path qualifications and requirements. Newly hired employees may be considered for placement into a higher Customer Relations Specialist level based on verification of the individual meeting the minimum qualifications of the level.
The following requirements must be met to advance to Customer Relations Specialist II:
- Two (2) years of experience in the Customer Relations Specialist I position or equivalent experience; and
- Complete coursework/training in the following areas:
- Customer Service Training
- Office Safety
- Must possess and maintain a valid State of Florida Driver's License.
KSAs must be met as follows:
- 100% of the General and Primary Function area level I KSAs; and
- 90% of the level II KSAs in the General and Primary functional area
- KSA' will be verified and documented via a panel demonstration consisting of Supervisor and Manager or within three (3) months for external candidates.
The following requirements must be met to advance to Customer Relations Specialist III:
- High school diploma or valid equivalent; and
- Two (2) years of experience in the Customer Relations Specialist I position plus (2) years of experience in the Customer Relations Specialist II position or equivalent experience; and
- Certification from FW&PCOA Level 1 course in Utility Customer Relations.
- Must possess and maintain a valid State of Florida Driver's License.
KSAs must be met as follows:
- 100% of the level II KSAs in the general and primary functional area; and
- 90% of the level III KSA's in the general and primary functional area.
- KSA' will be verified and documented via a panel demonstration consisting of Supervisor and Manager or within three (3) months for external
Certain servicemembers and veterans, and the spouses and family members of such servicemembers and veterans, receive preference and priority in the City's hiring process. Additionally, certain servicemembers may be eligible to receive waivers for postsecondary educational requirements in employment by the City.
Full-time employees (those regularly scheduled to work at least 30hours per week) are eligible for the City's benefit package.
The City of Boynton Beach's comprehensive benefits packageincludes:
• Student Loan Forgiveness
• Health Insurance
• Dental Insurance
• Vision Care Plan
• Basic Term Life Insurance
• Supplemental Life Insurance
• Dependent Life Insurance
• Accidental Death and
• CityPension 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
• 12Paid 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
Student Loan Forgiveness
Let your City of Boynton Beach employment work for you! Under the U.S. Department of Education's Public Service Loan Forgiveness (PSLF) program, your student loan balance may be forgiven after you have made 120 qualifying monthly payments while working full-time with a governmental agency. Visit StudentAid.gov/publicservice for more information or to see if you qualify.
The City pays the entire premium for an eligible employee. The employee may elect to cover a spouse and/or dependent children by paying the applicable premium for the dependent(s).
Premiums for eligible employeesare paid by the City. Premiums for any covered dependent are paid by the employee with a contribution by the City.
Vision Care Plan
Premiums for eligible employees are paid by the City. Premiums for any covered dependent(s) are paid by the employee.
Life Insurance / Accidental Death and Dismemberment Insurance
The City provides each eligible employee with term lifeandaccidental death insurance.
Supplemental Life Insurance / Supplemental AD&D Insurance
Employees may purchase supplemental term life insurance on an individual-choice basis with premiums based on age. A matching amount of Accidental Death insurance may also be purchased.
Dependent Life Insurance
Employees who select supplemental coverage for themselves may also purchase coverage for their spouse and dependent children.
City Retirement / Pension Plans
The City has pension plans for general employees, police, and firefighters. Each plan is contributory with both the employee and the City contributing to the program.
Supplemental plans provide direct cash payments regardless of any other coverage you may have, and are designed to help fill in any gaps in a medical plan. The employee pays the premiums for these supplemental plans.
Short and Long Term Disability
The City provides Short and Long Term Disability insurance to eligible employees. The plan is designed to cover a disability sustained on or off the job.
Employee Assistance Program (EAP)
The City contracts with an employee assistance program (EAP) toprovide employees and their dependentswith free, confidential and professional counseling to help resolve personal or family problems.
Deferred Compensation Plans (457 Plans)
The City makes available three deferred compensation plans that the employee may voluntarily contribute to on a tax-deferred basis.
All full-time employees accrue time toward paid vacation leave. Accrual begins immediately and vacation may be taken after six months of employment.
The City observes 12paid holidays throughout the year.
Sick Leave / Family Sick Leave
Full-time employees accrue one day ofsick leaveper month. An employee may elect to use up to 5 days per year of accrued sick time for illness in his/her immediate family.
Tuition Assistance *( Depending on availablebudget funding )
The Tuition Assistance Program reimburses eligible employees for successful completion of approved courses leading to Associate, Bachelor and Master degrees.
The City offers many wellness activities and programs throughout the year.
Prepaid Legal Services and Identity Theft Protection Plan
Employees may chooseto enroll ina prepaid legal service plan and an identity theft protection plan. The employee pays the premiums for these plans.
All City employees mayjoin the Credit Union of Palm Beach County. In addition to savings and checking accounts, the Credit Union offers different types of loans, investment choices and recreational opportunities.
Section 125 Plan for Health and Dental Premium
Section 125 of the Internal Revenue code allows you to have your dependent coverage premiums deducted before payroll taxes are withheld resulting in tax savings to you.
Flexible Spending Accounts
Employees mayparticipate in flexible spending accounts for reimbursement of medical and/or dependent care expenses.
Employees may have their bi-weekly paycheck deposited to the financial institution of their choice.
Closing Date/Time: 11/9/2023 11:59 PM Eastern