Customer Service Representative

Customer Service Representative

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

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.

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.

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.