Customer Service Representative I

Job Title

General Responsibilities Summary

A skills test and/or quiz to demonstrate or verify the required level of knowledge, skills and abilities will be administered on Tuesday, September 22, 2026, at 9:00 A.M. in the Fire Training Room at the City Services Building at 700 W. 29th St, NLR, AR. An ID and two sharpened #2 pencils are required for testing. Please arrive at least 15 minutes early, and allow approximately two (2) hours for the test. This is the only notice to test that you will receive.

Responsible for handing customer questions, complains, billing inquires and assists with new accounts, transfers of services, closed accounts, and payment arrangements.

Essential Functions

Include the following. The list of essential functions is not exhaustive and may be supplemented as necessary. Other duties may be assigned. Regular and predictable attendance and punctuality are essential functions of this position. Customer Services: Receives inquiries from customers, contractors, and other city departments by email, fax, phone, website chat, or web; researches and resolves routine billing, invoicing, financial inquiries and customer account issues with one call resolution; interviews customers requesting electric, recycling and/or sanitation services in order to establish new, transferred or cancel services; answers customer inquiries concerning services, products, billing, and equipment; assists customers in signing up for deferred billing, levelized billing, low income household tax exemption, medical and bank programs when appropriate; verifies customer account and active services using various databases and software applications; researches customer account information to explain services, charges, and adjustments; logs customer complaints, creates service orders, and routes to the appropriate department(s); maintains and files all generated service requests; may serve as relief Receptionist as needed.

Minimum Qualifications

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, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. High school diploma or equivalent and one year directly related experience.

Application Requirements

The complexity, guidelines, supervisory controls, and supervision responsibilities described below are representative of this position. SUPERVISORY CONTROLS: The supervisor provides continuing or individual assignments by indicating generally what is to be done, limitations, quality and quantity expected, deadlines, and priority of assignments. The supervisor provides additional, specific instructions for new, difficult, or unusual assignments including suggested work methods or advice on source material available. The employee uses initiative in carrying out recurring assignments independently without specific instruction, but refers deviations, problems, and unfamiliar situations not covered by instructions to the supervisor for decision or help. The supervisor reviews some of the work, with more review of difficult or unfamiliar assignments. SUPERVISORY RESPONSIBILITY: None. COMPLEXITY: The work consists of duties that involve related steps, processes, or methods; the decision regarding what needs to be done involves various choices requiring the employee to recognize the existence of and differences among a few easily recognizable situations; actions to be taken or responses to be made differ in such things as the source of information, the kind of transactions or entries, or other differences of a factual nature. GUIDELINES: A number of specific guidelines are available; judgment is used in locating and selecting the most appropriate guidelines; minor deviations can be made in specific cases; significant deviations are referred to the supervisor.

Benefits

The benefits below are for authorized full-time, non-uniformed employees. (Uniformed employees are sworn Police and Fire Department personnel.) Holidays - Twelve (12) paid holidays per year. Insurance - 100% premium payment for employee health insurance, 75% paid health insurance coverage for dependents; paid life insurance. Worker's Compensation - Coverage is provided for each employee for medical bills and work time lost due to on-the-job injuries. Longevity Pay - After completing a full year of employment with the City of North Little Rock, an employee is granted longevity pay at the rate of $5.25 per month times the number of years employed. Vacation - Accrual begins with date of hire with eligibility to use accrued vacation leave after six months of service. Vacation may be accumulated to a maximum of 30 days. Vacation is calculated:

Years of Service Annual Vacation Days 1-3 10 3-10 15 10-20 18 Over 20 22

Sick Leave - All full-time, regular, non-uniformed employees earn twenty (20) sick leave days annually with unlimited accumulation. Discretionary Leave - Employees with two or more years of continuous service on January 1 of each year are granted 16-48 hours discretionary leave during that year, depending on length of service. Retirement Plan - Mandatory and contributory, begins immediately.

North Little Rock Police Department