Page 9 - Jupiter Ocean Mile - January '25

Jupiter Ocean Mile, Page 9
Tax Talk

Dear Friends: As we worked on this latest edition, one of our priorities of such a great team of professionals, all moving in the same
Each day, at approximately was to align with the information on our new website, www. direction to deliver exceptional customer service.”
11 a.m., my team and pbctax.gov, so the two complement one another. We made
I receive an email report the guide easy to use with color coding guides to services A Better Journey
from our client satisfaction and QR codes that will take you right to our website for more
survey vendor highlighting information on a specific topic. Our new website,
the surveys we received from Visit www.pbctax.gov/tpsg to request a copy of the 2025 www.pbctax.gov has
clients the previous day. I edition. When you receive the guide, we will invite you to been online for over
enjoy reading the surveys, respond to a brief survey to provide us with your feedback so a month now and I
especially the comments we can keep enhancing this signature publication. I hope you hope you have enjoyed
where clients tell us what enjoy this publication as much as we enjoy providing it to you! exploring all the new
we are doing right and what features. One feature that
needs improvement. We strive for exceptional service on Faces Of The TCO: AJ Starks I want to highlight is the
each and every interaction with our clients, both in-person enhancements made to our reservation system. We created
and on the phone, and most of the time we get it right, but Title: Director of Contact Center Operations a new more intuitive interface, featuring pop-up icons to
there are times that we miss the mark. In either case, it is Hometown: Memphis, Tenn. provide information about topics related to our services.
important that we hear from our clients so we can address Favorite Activity: Manning the grill or the smoker During your “journey” to make a reservation online,
issues and make corrections where needed, but at the same Favorite Food: My smoked brisket we first present you with a list of documents that you will
time, it is so rewarding to hear from clients who rave about This month, in our need for your transaction. Next, upon indicating which
the service they have received from a member of my staff. “Faces of the TCO” series, documents you have by checking “Yes” or “No” and before
That commitment to exceptional from every member of our I am pleased to shine the you officially schedule your reservation, we present you a
team is the driving force behind our industry-leading client spotlight on the director summary checklist of the document(s) you need to bring
satisfaction results, where 87 percent of our clients say that of our Client Care and with you to your reservation. You can then print the list or
their experience with our office was exceptional or very good! Research Center (CCRC). email it to yourself to view or print later. Keep in mind that
Anne M. Gannon, Ajani “AJ” Starks joined this document is not confirmation of a reservation, as you
Constitutional Tax Collector, Serving Palm Beach County my Senior Leadership still have to select a date, time and location. This checklist
Team in 2022, and he is designed to help you easily
Get Yours Now! The 2025 Tax oversees 40 employees keep track of the documents you
need to gather. Once you have the
whose main responsibility is to answer client questions and
Planner & Services Guide concerns via phone and emails. Handling an average of 1,700 opportunity to use our enhanced
calls a day is not an easy task, and to do so effectively, AJ and reservation-making system, tell
We are excited to announce his team have developed strategies to ensure all clients receive us your feedback by visiting www.
that our 2025 Tax Planner & exceptional service. AJ says, “Client feedback is important pbctax.gov/website-feedback/.
Services Guide will be available to us, and we monitor calls and utilize call monitor forms to
beginning in January. This provide our client care representatives with feedback. With
comprehensive guide is designed this comes challenges servicing clients who are unsatisfied
to keep you informed, connected, with some aspect of our services. I remind the team that it is
and empowered as you navigate not personal and to show empathy towards the client, and we
our organization’s services, specifically train staff for these calls.” Employee recognition
values, and resources. Inside, is important, and AJ says, “We celebrate wins and best calls,
you’ll find everything from taxes to motor vehicles services and in fact, we just held our first annual CCRC Awards,
and driver’s license/ID card services. There is also a monthly recognizing exceptional achievements, such as ‘Most Calls’
calendar to help you keep track of your payment deadlines. and ‘Client Service Excellence.’ I feel lucky to be a member

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