Customer Service Representative

Job Title

Performs a variety of specialized functions relating to customer service and collection of funds relative to the District; provides assistance to the general public, District Members and other departments; provides various administrative support functions; greets incoming public and answers telephones; performs multiple tasks in a fast-paced environment.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Essential Duties:

1. Interact with members of the District and the public to provide the appropriate level of response to inquiries, issues of concern, requests for information or explanation, regarding various services, processes, policies and procedures; refers matters requiring policy interpretation, or technical expertise to the appropriate staff for resolution.
2. Accurately perform mathematical calculations and data entry, process transactions, balance receipts and cash drawer, receipts payments and process debit and credit card transactions, determine correct payment amount, answer questions, and resolve minor problems regarding District bills and invoices.
3. Responsible for balancing cash drawer, which is specifically assigned to this position; all monies received are reconciled, recorded, and deposited on a daily basis in accordance with established policies and procedures.
4. Process, reconcile and archive daily reports for all District funds received, as well as any applicable land and water transactions, including all appropriate documentation.
5. Update customer accounts for telephone, mailing/physical address, and email address; create and update files, enter and verify data and process transactions in various mediums and formats; utilize appropriate software to provide consistent, accurate and timely records and information.
6. Provide assistance to customers to ensure proper use and completion of applicable forms and documents related to District tax, land or water issues pertaining to the District Tax department.
7. Process mail according to USPS guidelines.
8. Attendance during scheduled shift.
9. Responsible for knowing and abiding by all department and District policies and procedures.
10. Contributes to team effort by accomplishing related results as assigned.
11. Performs other duties as assigned.

Essential Knowledge and Skills:

• Strong knowledge of general office practices, procedures, and equipment.
• Proficient in communication with customers over the phone and via email to deliver excellent customer service.
• Professionally and courteously handling in-person inquiries and interactions.
• Experience with accurately analyzing, processing, recording, and reconciling payment transactions and documentation.
• Proficient in business English, verbally and in writing, as well as basic arithmetic.
• Knowledge of Microsoft Office software programs and using relevant software applications to maintain accurate records and to respond to inquiries.

Essential Abilities:

• Ability to quickly learn and understand tax, land, and water issues related to District irrigation and property ownership.
• Ability to work independently and collaboratively in a fast-paced, high-pressure environment with shifting priorities.
• Strong communication skills and sound judgment in addressing tax, land, and water-related inquiries.
• Detail-oriented with the ability to understand and follow complex instructions or processes.
• Ability to use initiative and independent judgment while recognizing when to refer matters to management.
• Maintains cooperative and effective working relationships with both internal and external customers.

Physical Demands:

Must be able to work in a fast-paced environment; requires mobility within the work area; frequently required to lift or reposition materials and objects up to 20 pounds; must be able to communicate effectively both verbally and in writing; proficient in operating standard office equipment; Visual requirements include the ability to read for extended periods, close vision, and the ability to adjust focus. Essential duties are performed indoors in a temperature-controlled environment; work surfaces may include carpet, tile and/or concrete flooring.

This organization reserves the right to change job duties and responsibility as need arises. This job description does not constitute a written or implied contract of employment.

Minimum Qualifications:

High School diploma or equivalent. At least one (1) year of experience in handling cash, customer service, and computer data entry. Must be bondable. Bilingual proficiency in English and Spanish is highly preferred to effectively assist District members and the public.

Education/Experience substitution: A combination of education, experience and training may be applied.

Licenses/Certifications: Must have a valid driver's license.

Other: Must pass post-offer, pre-employment drug screen, medical exam, and motor vehicle report in compliance with District insurance guidelines.