Customer Service Specialist

Job Title 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 Handle heavy phone traffic for departments Citywide. Perform routine office duties, including but not limited to, providing phone, electronic and face-to-face support to customers, appropriately directing internal and external customers, processing drop box payments, posting payments and handling incoming and outgoing mail. Assist with interdepartmental cash and reporting/tracking functions. Receive, maintain, and account for monies and provide payment receipts; ensure compliance with the City of Denton and applicable department internal cash handling policies. 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. Assist with projects and performs back-office assignments, as needed. Assist peers with questions, errors, and escalated customer issues. SOLID WASTE Process internal and external customer requests, including but not limited to, weigh-in and weigh-out customers on Weigh Station scales, identify and screen waste materials being delivered to the landfill, and help customers understand waste disposal and Solid Waste rules and regulations. Receive, maintain, and account for monies for Solid Waste Landfill customers, accepts card payments, authorize billing of charge account customers, and issue receipts; assist with active/inactive delinquent Solid Waste accounts collections. Enter accurate data into the Weigh Station software, including but not limited to landfill records; produce and verify of reports. Assist with new application(s) and computer information system modification(s) and upgrade(s) testing, as needed. Assist at Home Chemical Collection (HCC) Division, including but not limited to, greeting customers, screen and identify materials being delivered, educate customers on accepted materials, sort and process non-hazardous materials, restock, and clean, as needed. Serve as a back-up to Team Leads or Weigh Station Supervisor in their absence. SUPERVISORY/BUDGET RESPONSIBILITIES 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 Ensure equipment is in safe operating condition; perform preventive maintenance on tools and equipment, as appropriate and/or notify leadership immediately of needed repairs. 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 the work area and/or any conditions that are not immediately correctable to leadership. WORKING CONDITIONS/PHYSICAL REQUIRMENTS 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: Lifting and carrying (less than 15 pound)s. For Solid Waste Lifting no more than 50 pounds and carrying up to 25 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. 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 Inclusion Collaboration Quality Service Strategic Focus Fiscal Responsibility 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 the policy of the City of Denton 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. 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.