Solid Waste-Customer Service Representative I

Summary

Bilingual (Spanish) is preferred.

Responsible for assisting City of Denton customers by phone, electronically, and in person with payments, inquiries, and service requests in a friendly and professional manner.

Essential Functions and Other Important Duties

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

DUTIES

• Perform routine office duties, including but not limited to, providing phone, electronic and face-to-face support to customers and appropriately directing internal and external customers.
• Assist with projects and performs back-office assignments, as needed.
• Assist peers with questions, errors, and escalated customer issues.

CUSTOMER SERVICE

• Perform routine office duties, including but not limited to, processing drop box payments, posting payments and handling incoming and outgoing mail; assist peers with cash balancing.
• Assist with interdepartmental cash and reporting/tracking functions.
• Process internal and external customer requests, including but not limited to, utility account connects, disconnects, and transfers and billing, rate, calculations, and payment arrangements.
• Receive, maintain, and account for monies for utilities; provide payment receipts.
• Account for and balance cash drawer daily, prepare daily deposit for the bank and ensure compliance with the City of Denton and Customer Service internal cash handling policies; keep accurate records and update personal data on accounts in the billing, as needed.
• Process commercial account set ups; validate Tax IDs.
• Explain available solid waste services, calculate associated costs, and complete service contracts; generate and process solid waste work orders; maintain and file contracts in an organized manner.
• Process, logs, and files water leak adjustment and leak check requests.
• Serve as a back-up to Senior Customer Service Reps or Support Specialists in their absence.

SOLID WASTE

• Perform routine office duties, including but not limited to, interdepartmental reporting and/or tracking, assessing and billing fees based on current rate structure, reviewing and updating dispatch log(s), entering customer information into databases, creating and/or closing work orders, and performing various operational functions.
• Assist with planning, distributing, monitoring, and following up on daily route assignments for residential, roll-off, and commercial drivers.
• Create and/or process service notes and dispatch as appropriate; coordinate with leadership to resolve and/or assist, as needed.
• Review department resources to ensure ability to meet service and task demands; notify leadership if insufficient resources are available to provide efficient service.
• Troubleshoot and resolve potential delivery and pick-up issues; collaborate with internal stakeholders and customers to ensure customer satisfaction.
• Report driver performance issues or concerns to appropriate leader for resolution.
• Plan and schedule refuse, recycling, organics, container maintenance, and delivery of equipment.
• Serve as emergency backup for Scale House operations.

SUPERVISORY/BUDGET RESPONSIBLITIES

• None.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job Requirements

EDUCATION, EXPERIENCE AND LICENSES/CERTIFICATIONS

• High School diploma or equivalent; and,
• One (1) year customer service experience; and,
• Six (6) months of cash handling experience,

OR

• Any combination of related education, experience, certifications, and licenses that will result in a candidate successfully performing the essential functions of the job.

REQUIRED SKILLS/ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Knowledge of applicable Federal, State, and Local Government laws,ordinances,and regulations.
• Skill in moderate problem solving; identifying problems and reviewing related information to develop, evaluate options, and implement solutions.
• Skill at the intermediate level, working with applicable Microsoft Office 365 products, and other software systems to complete work.
• Skill in providing exceptional service to internal and external customers.
• Skill in interpersonal relationships, including using tact, patience, and courtesy.
• Ability to communicate effectively, both in oral and written forms, for the needs of the audience.
• Ability to establish and maintain effective interpersonal relationships.
• Ability to handle records and complex situations of a confidential nature.
• Ability to handle difficult and stressful situations with professional composure and confidentiality.
• Ability to work independently and/or with team environment while handling multiple tasks and changing priorities with attention to detail.
• Ability to develop, understand, interpret, and apply rules, policies, and procedures operations.
• Ability to prepare budget documentation and to monitor expenditures to implement fiscal control and maintain budget compliance.
• Ability to meet Quality Assurance Requirements and other key performance metrics for the call center operations.

CONDITIONS OF EMPLOYMENT

• Must pass a drug test, criminal history background check, employment history verification, and social security number verification.
• For Solid Waste – Must be able to pass physical examination.
• For Solid Waste - Must obtain and maintain a Cash Handling Certificate from the City's Treasury Department within six (6) months of employment. Must obtain and maintain a Waste Screening Certificate from the City's Solid Waste & Recycling Department within twelve (12) months of employment.

Environmental Factors and Conditions/Physical Requirements

SAFETY

• Perform preventive maintenance on tools and equipment; ensure equipment is in safe operating condition.
• Follow established safety procedures and techniques to perform job duties including lifting and climbing; operate tools and equipment according to established safety procedures.
• Promptly report unsafe conditions in work area and/or any conditions that are not immediately correctable to supervisor.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS

• Safety Sensitive (Subject to random drug testing): No
• Tools/Equipment Used: Standard office equipment, including computer and peripherals, internet access to access the City of Denton secure virtual network.
• Posture: Prolonged sitting and standing; occasional stooping, squatting, kneeling, bending, pushing/pulling, and twisting.
• Motion: Frequent repetitive hand motions, including keyboarding and use of mouse; occasional reaching.
• Lifting: Occasional lifting and carrying less than 10 pounds
• Environment: Works in an office and/or home-office setting with dedicated work area free from interruptions; occasionally requires irregular and/or prolonged hours.
  • For Solid Waste - Works in an office setting, and outside with exposure to inclement weather, loud noises, chlorine, or other chemicals; occasionally requires irregular and/or prolonged hours.
• Travel: Travels to City of Denton buildings and professional meetings as required.
• Attendance: Regular and punctual attendance at the worksite is required for this position. Must be able to work after normal business hours to complete daily tasks. Must be able to work overtime as needed.
  • For Customer Service - May work from home for as much as 50% of scheduled hours with supervisor approval, based on business necessity.
  • For Solid Waste – Must be able to work flexible shifts, weekends, holidays, inclement weather days as needed.
• Mental Demands: Maintains emotional control under stress; works with frequent interruptions.

CORE VALUES

• Inclusive
• Collaborative
• Service-Oriented
• Strategically Focused
• Fiscally Responsible

TOP TIER BENEFITS

• Medical, dental, vision, coverage in addition to life and disability insurance plans
• Employee Health Clinic
• Paid Vacation Days and Paid Holidays
• Retirement Plan

EEO STATEMENT

City of Denton is an equal opportunity employer. It is City of Denton’s policy to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants without regard to any protected class, status, characteristic, or activity. All employment decisions, including decisions regarding recruitment, selection, hiring, compensation, benefits, training, advancement, discipline, discharge, and other terms, conditions, and privileges of employment are made without regard to any lawfully protected class, status, characteristic, or activity.

ADA/EOE/ADEA

This job description is not an employment agreement, contract agreement, or contract. Management has exclusive right to alter this job description at any time without notice.

E-Verify:

The City of Denton participates in the federal E-Verify program in order to verify a new employee's authorization to work in the United States. Applicants must be lawfully authorized to work in the U.S.