Key Accounts Representative

The NYC Department of Environmental Protection (DEP) enriches the environment and protects public health for all New Yorkers by providing 1.1 billion gallons of high quality drinking water, managing wastewater and stormwater, and reducing air, noise, and hazardous materials pollution. DEP is the largest combined municipal water and wastewater utility in the country, with nearly 6,000 employees. DEP's water supply system is comprised of 19 reservoirs and 3 controlled lakes throughout the system’s 2,000 square mile watershed that extends 125 miles north and west of the City.

The Bureau of Customer Services (BCS) oversees the production and collection of water and wastewater bills along with all the work required to maintain our citywide network of meters and meter reading devices. BCS serves approximately 836,000 customers and generates $4 billion of revenue annually.

The Bureau of Customer Services (BCS), Key Accounts Group, is seeking an experienced candidate for the position of Key Account Representative. Under managerial direction, with latitude for independent judgment and decision, the selected candidate will be responsible for:

• Relationship Management:
  Building and maintaining strong relationships with assigned Key Accounts customers and serve as their primary point contact to ensure customer satisfaction.
• Customized Support:
  Providing tailored services and solutions for complex or high-use customers. Maintaining accurate and up-to-date customer contact information in UMAX to support effective communication.
• Issue Resolution:
  Managing and resolving service issues for Key Accounts customers by responding to inquiries in a timely manner. Escalate complex or unresolved issues to the Key Accounts Group Supervisor for further investigation and guidance.
• Billing and Payment Coordination:
  Ensuring timely and accurate billing, addressing payment concerns, timely collection of revenue, and offering flexible solutions for Key Accounts customers.
• Proactive Communication:
  Keeping Key Accounts customers informed about any service changes, potential disruptions, and new offerings. Collaborating with BCS units and other internal teams to support efficient operations and ensure timely issue resolution. When needed, interacts with customer advocate groups, elected officials and complaint/ regulatory agencies.
• Performs Transactions:
  Conducts financial and other BCS/UMAX transactions in the absence of unit Subject Matter Experts. Follows all Water Board rules and regulations; existing and revised bureau policies and procedures when performing transactions. Supports reporting, data aggregation, and performance tracking across the expanding Key Accounts portfolio.
• Note:
  
  Only those serving in the permanent civil service title of Customer Information Representative will be considered.

• Knowledge of UMAX, BAPPS, STAR, FOS, MDMS, Microsoft Excel/Word.
• Ability to collect and analyze relevant data.
• Effective communication and organizational skills.

Hours/Shift: 35 hours per week

Work Location:

59-17 Junction Blvd. Flushing, NY 11373

Appointments are subject to OMB approval.

For more information go to (Use the "Apply for this Job" box below)./dep

CUSTOMER INFORMATION REP - 60888

1. A baccalaureate degree from an accredited college or university; or

2. An associate degree from an accredited college or university and two years of satisfactory, full-time experience responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity; or

3. A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience as described in “2” above; or

4. A satisfactory combination of education and experience. Satisfactory, full-time experience working for a New York City government agency responding to inquiries utilizing computers, databases and information technology systems for researching the answers to questions in a customer service, help desk or public information capacity may be substituted on the basis of one year of NYC government work experience for two years of…