Customer Service Representative

Job TitlePrimary Purpose of Job & Essential Duties/ResponsibilitiesThe primary purpose of this position is to provide customer service in the collection of payments received by mail or in person, to assist customers with utility services, and to respond to questions from customers about utility services and payment. Under the direct supervision of the Budget/Treasury Officer, the employee works independently on assigned duties and responsibilities. Essential duties and responsibilities include:Serving as the primary, initial contact at the front counter of the payment officeDirecting phone calls to appropriate departmentsProcessing payments received by mail or in personProcessing applications and work orders for utility accountsResearching ambiguous and unreadable paymentsProviding answers to or dealing with complicated questions or problems regarding utility services or paymentsPerforming daily cash and check reconciliationSecuring revenue by verifying and posting receipts and resolving any discrepanciesPreparing insufficient check collection letters and pursuing paymentProcessing autopay batches for moorage accounts for each billing cyclePerforming other duties as assignedKnowledge, Skills, & AbilitiesKnowledge of general office practices and procedures. Skills in operating a personal computer using standard software, such as Word, Excel, and Outlook, and customized financial, accounting, and auditing software. Skills in organizing, maintaining, and managing a wide variety of records and files, including financial and legal records, both in paper and electronic form. Skills in prioritizing work while focusing on multiple tasks that require meticulous attention to detail. Skills in providing customer service including answering questions, handling payments, and dealing with routine problems.Ability to recognize and maintain confidential information. Ability to produce high quality work that has been self-reviewed for accuracy. Ability to work independently based on general instruction and in compliance with policies and procedures. Ability to communicate effectively with others, both orally and in writing, using both technical and non-technical language. Ability to understand and follow oral and written policies, procedures and instructions. Ability to use logical and creative thought processes to develop solutions according to written specifications and oral instructions. Ability to perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines. Ability to quickly learn and put to use newly acquired skills and knowledge.Minimum Qualifications & Other Job Requirements/ExpectationsMinimum qualifications include a high school diploma or GED; and one year of experience in customer service, bookkeeping or accounting, or cash handling; or any equivalent combination of experience, education, and training which provides the knowledge, skills, and abilities necessary to perform the work. Other job requirements or expectations are none.Working Conditions & Physical RequirementsWorking conditions include a general office setting. Specific physical requirements include operating office equipment requiring repetitive hand movement and fine coordination using a computer and keyboard on a daily basis. Standing or sitting for prolonged periods of time either in front of computer. Occasional bending, climbing, stooping, reaching, and twisting. Occasionally lift, carry, push, or pull objects up 50 pounds with or without the assistance of proper equipment. General physical requirements include sufficient clarity of speech and hearing or other communication capabilities which permits the employee to communicate well with other employees and the general public. Sufficient vision or other powers of observation which permits the employee to use a computer screen and process numeric data. Sufficient manual dexterity which permits the employee to operate a computer keyboard and access files. Sufficient personal mobility and physical reflexes which permits the employee to move about in an office environment.BenefitsThe City and Borough of Sitka (CBS) offers a competitive benefits package to eligible employees that may include:Health / Medical Benefits: Medical/Dental/Vision (90% employer, 10% employee for full-time employees), Health Savings Account eligible plan option, Life Insurance, Dependent Life Insurance, Long Term Disability, Flexible Spending Accounts – Health and Dependent CareRetirement: Mandatory employee/employer contributions to State of Alaska Public Employee Retirement System (PERS), Mandatory employee/employer SBS contributions, 457 Deferred Compensation PlanEmployer Paid Benefits: Employee Assistance Program, Paid Leave Plan, 10 Paid Holidays, Floating HolidaysPlease reach out to the City and Borough of Sitka Human Resources Office if you have any questions or concerns.