NATURE OF WORK
This is supervisory and administrative work in the collection and management of utility revenue accounts and the customer service program in the field and office.
Work involves the responsibility of coordinating and supervising the customer service programs in keeping with state statutes and county ordinances. Work also involves coordinating with other divisions to assure that customer needs are addressed. Work is performed with considerable independence and initiative in accomplishing program objectives. Work is reviewed by an administrative superior through conferences, reports, and observation of program results.
Plans and directs the activities of a customer service program in both the field and office.
Supervises customer service personnel engaged in the collection and management of current and delinquent county utility revenue accounts and the customer service tasks associated with the delivery of utility service to county customers.
Assists, supervises and instructs personnel in customer service practices and techniques.
Makes recommendations to customer service policies and procedures.
Develops program budgets and prepares special reports as required.
Acts as liaison with all relevant state, county and local government agencies.
Performs related work as required.
KNOWLEDGE, ABILITIES AND SKILLS
Considerable knowledge of customer service principles, practices and procedures.
Considerable knowledge of automated billing systems, utility rates, credit procedures and billing practices.
Considerable knowledge of collection and cashiering principles, practices and procedures.
Ability to analyze facts and exercise sound judgement in decision-making.
Ability to plan, direct and coordinate the work of subordinates.
Ability to express ideas effectively both orally and in writing.
Ability to supervise subordinates in a manner conducive to full performance and high morale.
Ability to coordinate and discuss with officials, the general public, and co-workers, customer service issues and problems.
Ability to serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Ethics and Conflict of Interest policies.
Ability to 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, religion, age, sex, disability, political affiliation or sexual orientation.
Skill in the operation of computer equipment, utility billing computer system, calculators, cash registers, validating equipment, and/or meter testing equipment.
REQUIRED EXPERIENCE AND TRAINING
Four (4) years experience in customer service work and cash handling, including two (2) years experience in the supervisory aspects of the work; or any equivalent combination of relevant training and experience.
Bargaining Unit: Government Supervisors Association (GSA)
FLSA Status: Exempt
Code of Ethics
Estab./Revised: E10/98 R11/15