Key Accounts Representative

NYC Department of Environmental Protection (NYC DEP); New York (NY); On-site; USD 64,338 - 90,695; Full time

Job summary

The NYC Department of Environmental Protection (DEP) seeks a Key Account Representative within the Bureau of Customer Services, Key Accounts Group, to manage relationships with major accounts and ensure customer satisfaction.

You will handle customized support, billing coordination, issue resolution, proactive communication, and data-driven performance reporting while adhering to city rules and regulations.

Qualifications

• Baccalaureate degree or equivalent required; see qualifications.
• Associate degree + 2 years of IT/customer service experience as alternative.
• High school diploma + 4 years relevant experience accepted.
• Combination of education and experience may be substituted as described.

Responsibilities

• Relationship management with Key Accounts; primary point of contact.
• Provide tailored services for high-use customers; maintain customer data in UMAX.
• Respond promptly to inquiries; escalate complex issues to supervisor.
• Ensure timely and accurate billing; assist with revenue collection.
• Proactively communicate service changes and new offerings; coordinate with internal teams.
• Perform BCS/UMAX transactions in absence of SMEs; follow policies and report data.

Skills

UMAX

BAPPS

STAR

FOS

MDMS

Microsoft Excel/Word

Data analysis

Communication skills

Organization

Education

Baccalaureate degree from an accredited college or university

Associate degree + 2 years customer service/IT experience

Four-year high school diploma + 4 years experience

NYC government work experience substitute option

Tools

None

Job description

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 serving 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.

Preferred Skills

• 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 info go to www.nyc.gov/dep

Recruitment Contact

Recruitment Contact: Grace Pigott

Recruitment Email: [e-mail]

CUSTOMER INFORMATION REP - 60888

Minimum Qualifications

• A baccalaureate degree from an accredited college or university; or
• 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
• A four-year high school diploma or its educational equivalent and four years of satisfactory, full-time experience as described in “2” above; or
• 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 the experience described in “2” above. College credit may be substituted for the experience in a customer service, help desk or public information capacity on the basis of 30 semester credits for each year of the experience described in “2” above. However, all candidates must possess a four-year high school diploma or its educational equivalent.

To be eligible for assignment to Assignment Level II, candidates must have, in addition to meeting the above Qualification Requirements, one more year of the satisfactory full-time experience described in “2” above.

To be eligible for assignment to Assignment Level III, candidates must have, in addition to meeting the Qualification Requirements for Assignment Level I, two more years of the satisfactory full-time experience described in “2” above.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

, $64,338.00 – $90,695.00