CUSTOMER SERVICE REPRESENTATIVE

Customer Service Representative

City of Fairburn - FAIRBURN, GA 30213

Overview

Salary Range $20.07 - $21.07 Hourly Position Type Full Time Job Shift Day Education Level High School Category Customer Service

Description

Do you want to make an impact in the City of Fairburn by "Powering Fairburn with a smile: clear answers, reliable service, and community care?"

JOB SUMMARY

The Customer Service Representative is responsible for assisting the citizens and customers of the City of Fairburn by providing superior customer service while handling a variety of customer account and billing issues. Local government, utility billing and customer service experience is a plus. This position reports to the Utility Operations Manager.

ESSENTIAL JOB FUNCTIONS

• Performs reception functions; operates a multi-line telephone system, answers incoming telephone calls, and greets visitors/callers; ascertains nature of business and directs callers/visitors to appropriate personnel; records/relays messages; retrieves messages from voice mail or answering machine; initiates and returns calls as necessary.
• Performs customer service functions in person and by telephone, providing information/assistance regarding city utilities, phone numbers, services, procedures, forms, fees, or other issues; refers callers/visitors to appropriate departments or agencies; responds to routine questions/complaints, researches problems, and initiates problem resolution
• Processes purchasing documentation; receives purchase order requests and assigns numbers; issues purchase order to appropriate person/company.
• Monitors inventory of department supplies and forms; ensures availability of adequate materials to conduct work activities; initiates requests/orders for new or replacement supplies.
• Processes work orders; receives work order requests and assigns numbers
• Assist Billing Clerk. as needed with monthly preparation of billing.
• Performs other related duties as assigned.

QUALIFICATIONS

Education and Experience:

High school diploma or GED; supplemented by two (2) years of related experience; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Licenses or Certifications:

None

Special Requirements:

Requires an acceptable general background check to include a local and state criminal history check and acceptable drug and alcohol screenings.

Knowledge, Skills and Abilities:

• Knowledge of basic arithmetic operations. Knowledge of computer data entry systems and word processing applications.
• Knowledge of basic principles and practices of customer service.
• Knowledge of basic accounting, billing processes and procedures.
• Ability to exchange information for the purpose of clarifying details within well-established policies, procedures and standards.
• Ability to communicate clearly and effectively, both orally and in writing, by using correct English grammar, spelling, and punctuation.
• Ability to establish and maintain tactful, courteous, and effective working relationships with those contacted in the course of work, including the general public.
• Ability to type accurately at a speed of at least 25 words per minute.

PHYSICAL DEMANDS

The work is sedentary work which requires exerting up to 10 pounds of force. Work requires the ability to exert light physical effort which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight. Tasks may involve extended periods of time at a keyboard or workstation. Some tasks require the ability to perceive and discriminate visual cues or signals. Some tasks require the ability to communicate orally.

WORK ENVIRONMENT

Work is performed in an office environment. Essential functions are regularly performed without exposure to adverse environmental conditions.

The City of Fairburn is an Equal Opportunity Employer. To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. In compliance with the American Disabilities Act (ADA) reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions. Prospective and current employees are encouraged to discuss accommodations with the employer.