Page 5 - Jupiter Spotlight - October '24

Jupiter Spotlight, Page 5
Tax Talk

“Customer service directly impacts public trust and managers jokingly ask one another, WWJD: What Would Jim
Dear Friends: satisfaction. When residents interact with us, they often do so Do? And the answer is: serve the client.”
Our office was recently during critical moments in their lives, original identification He adds that an important component to success – both for his
advised by the Florida issuance, driver license testing, vehicle ownership, or team and for the customer experience – is recognition. “When
Highway Patrol (FHP) that establishing a new business. Our focus on exceptional clients leave a positive review for an employee, that feedback
they are warning drivers who customer service ensures that these interactions are efficient is passed along.”
have illegal Florida license and respectful, which can significantly enhance the public’s “As a leader, I think it is my responsibility to recognize my
plates, which have been altered perception of the government.” – Matthew Johnson, team for the good that they do, knowing that leads to better
or customized, such as with air Westlake Service Center Manager customer service,” says Jim.
brushing or vinyl wrapping. “The goal of our customer service is to build trust with And what about when things are not going perfectly?
In fact, since 2020 citations our clients through communication and knowledge of our Jim notes that, “We have a great team environment for
for unlawful altered Florida services. We strive every day to do this by incorporating discussing challenges.”
license plates have increased the LEAP principles (listening, empathizing, apologizing, A common concern voiced by clients is the long lead time
nearly 100 percent. FHP is being proactive in raising awareness problem solving) with all our interactions allowing us to for making a reservation at one of our service centers.
of this and if you are caught with one of these customized or provide exceptional service.” – Michelle Arias, Central “We’re researching a whole new reservation system,”
altered plates, you can receive Service Center Manager Jim says. “The goal is to enable us to take more clients by
a moving violation citation, decreasing the lead time.”
which includes a fine of $60 Faces Of The Tax Collector’s Stay tuned to future editions of Tax Talk to read about
(plus fees) and three points improvements we are making in our service centers and
on your license! If you have Office – James McConnell across the agency. And keep an eye out for opportunities to
one of these altered Florida learn more about our team and how we are serving you in
license plates and it cannot be returned to its original condition, Title: Chief Operations Officer upcoming “Faces of the TCO” profiles!
I strongly encourage you to make a reservation to visit one of Hometown: Wildwood, NJ
our service centers to get a replacement license plate by visiting Favorite Activity: Attending various cultural events in Palm
www.pbctax.com/reservations. Beach County and beyond
Anne M. Gannon, Favorite Food: Veal chop
Constitutional Tax Collector, Serving Palm Beach County There are more than 330 tax collector’s office (TCO)
employees, and I thought you might be interested in getting to
Customer Service Appreciation know some of them. We will start with someone who is behind
the scenes, but very much a part of your experience as a client.
Week – Going Above And Jim McConnell, our chief operations officer, is a member of
Beyond! our senior leadership team, and he oversees the operation of our
six service centers throughout the county. Jim is responsible for
approximately 200 employees
At our office, we make customer service our No. 1 priority! who provide service to our
In honor of Customer Service Appreciation Week, October 7 clients, so I asked Jim how he
to 11, I asked a few of our service center managers to share helps ensure that our clients
their thoughts on exceptional customer service and here is receive exceptional customer
what they had to say: service during each visit.
“Exceptional client service enhances our agency’s Jim says, “I’ve given my
reputation. Quality customer service is the distinguishing managers the ability to make
factor that sets us apart from other agencies. We prioritize the decisions on their own. We

client’s needs by being effective and empathetic.” – Brian talk about customer service
Applebaum, South County Service Center Manager in most of our meetings. The Jim with his shih-tzu, Charlie

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