Customer Service Representative

Position Summary

This position is responsible for providing clerical and customer service support for department operations.

Position Description

ESSENTIAL FUNCTIONS

• Accepts, processes, and balances utility and tax payments.
• Assists customer by telephone and in person; provides information and assistance related to city services, customer accounts, payment processing, new account set-up, property taxes, and occupancy tax license status.
• Prepares bank deposits.
• Receives and processes applications for electrical service, sanitation service, and business licenses.
• Updates customer account information.
• Issues and processes work orders based on internal and external requests; updates and closes work orders; files work orders.
• Prepares and processes disconnects and reconnects for power and sanitation.
• Reviews and verifies completeness of applications.
• Issues account refunds as assigned.
• Processes returned mail and final bills.
• Performs other related duties as assigned.

KNOWLEDGE REQUIRED BY THE POSITION

• Knowledge of modern office practices and procedures.
• Knowledge of city and department policies and procedures.
• Knowledge of computers and job-related software programs.
• Knowledge of city utility billing policies and procedures.
• Knowledge of customer service principles.
• Skill in prioritizing and organizing work.
• Skill in the provision of customer services.
• Skill in the maintenance of files and records.
• Skill in the use of such office equipment as a computer, scanner, fax machine, and copier.
• Skill in oral and written communication.

SUPERVISORY CONTROLS

The Customer Service Manager assigns work in terms of general instructions. The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the final results.

GUIDELINES

Guidelines include city and department policies and procedures. These guidelines are generally clear and specific but may require some interpretation in application.

COMPLEXITY/SCOPE OF WORK

• The work consists of related clerical and customer service duties. Frequent interruptions contribute to the complexity of the position.
• The purpose of this position is to provide clerical and customer service support for the city’s utility billing operations. Successful performance contributes to the efficiency and effectiveness of those operations.

CONTACTS

• Contacts are typically with co-workers, other city employees, customers, and the general public.
• Contacts are typically to give or exchange information and provide services.

PHYSICAL DEMANDS/ WORK ENVIRONMENT

• The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, walking, bending, crouching, or stooping. The employee occasionally lifts light and heavy objects.
• The work is performed in an office.

SUPERVISORY AND MANAGEMENT RESPONSIBILITY

None.

MINIMUM QUALIFICATIONS

• Ability to read, write and perform mathematical calculations at a level commonly associated with the completion of high school or equivalent.
• Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for one to two years.
• Bilingual in English and Spanish preferred to assist Spanish-speaking customers.

The qualifications listed above represent the credentials necessary to perform the essential functions of this position. To be successful in this position, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.