Customer Service Representative I

Job Title

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

Examples Of Duties

Essential Functions

• Answers telephone and greet visitors; provide information and assistance; assists in resolving customer concerns and complaints.
• Receives and processes utility payments.
• Receives and processes utility account deposits.
• Processes payments for gas tap fees.
• Prepares service orders for various utilities.
• Processes cash, check, and credit card payments in person and by mail.
• Balances cash drawer and operates a POS System.
• Creates work orders based on account changes such as new services, new tenants, disconnects, transfers, etc.
• Updates account information related to mailing addresses, phone numbers, email addresses, deaths, primary contacts.
• Processes new account applications for service.
• Coordinates utility approvals from various government agencies with the distribution systems.
• Adds, deletes, and updates service charges for electric, natural gas, sanitation, and base fees.
• Evaluates customers for eligibility for discounts on sanitation.
• Adds, deletes, and updates bank draft information related to banking information.
• Processes property tax payments.
• Works with customers on coordinating sanitation services for large item pick-up, new carts, or cart replacements.
• Coordinates electric outage notices with the electric department.
• Coordinates electric streetlight applications with the electric department.
• Posts transactions.
• Performs related duties.

Typical Qualifications

Knowledge, Skills, And Abilities 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 customer service principles.
• Skills in prioritizing and organizing work.
• Skills in the provision of customer services.
• Skills in the maintenance of files and records.
• Skills in the use of such office equipment as a computer, scanner, fax machine, and copier.
• Skills in oral and written communication.
• Ability to read, write and perform mathematical calculations at a high school level.

Supplemental Information

Supervisory Controls The Customer Service Representative Supervisor assigns work in terms of general instructions. The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the final results. Guidelines Guidelines include city and department policies and procedures. These guidelines are generally clear and specific but may require some interpretation in application. 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 department operations. Successful performance contributes to the efficiency and effectiveness of those operations.

Contacts Contacts are typically with co-workers, other city employees, 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 or stooping. The employee occasionally lifts light and heavy objects.
• The work is performed in an office.

Supervisory And Management Responsibility None. Minimum Qualifications

• High School Diploma or GED is required
• One to two years of experience or service.

Benefits

The City of Lawrenceville offers a complete benefits package to full-time employees including health care, dental, vision, retirement, deferred compensation plans, health savings accounts, life insurance, long-term disability, short-term disability, holidays, and personal time off.

Health

• Health insurance benefits become active on the 31st day of employment. Health benefits include major medical, dental, and vision.
• There are two High-Deductible Health Plan options with HSA to help you manage medical costs and save for future care tax free.

Retirement

• Retirement plans are Defined Contribution (401a), and Deferred Compensation (457b).
• The 401a (City makes a 4% contribution beginning on first pay period after hire date)
• 457b (Employee contributions only)
• If an employee contributes at least 4% into the 457b, which is voluntary, the City will make an additional 6% contribution into the 401a, totaling 10% into the employee's 401a.
• Each contribution is a percentage of the employee's earnings for that pay period.
• There is a graduated vesting schedule into the 401a plan.
• One year - 20%
• Two years – 40%
• Three years – 60%
• Four years – 80%
• Five years – 100%

Protection

• There is City paid short-term disability, long-term disability, accidental death & dismemberment (AD&D) and life insurance that pays two times the employee's annual salary. Employees can opt into supplemental life insurance for self, spouse and children and pay the premium.

Personal Time Off The City observes twelve (12) paid holidays per year:

• New Year's Day
• MLK Day
• Good Friday
• Memorial Day
• Independence Day
• Juneteenth
• Labor Day
• Veterans Day
• Thanksgiving Day
• Friday after Thanksgiving
• Christmas Eve
• Christmas Day
• Employees earn PTO in lieu of individual vacation and sick leave; PTO is earned as follows:
• First year of service – 3.692 hours per pay period (Department Directors accrue PTO hours at a rate of 5.538 from first day and moving forward until after ten years of service).
• 1-5 years of service – 5.538 hours per pay period
• 5-10 years of service – 7.384 hours per pay period
• 10-15 years of service – 9.230 hours per pay period
• Over 15 years of service – 11.076 hours per pay period
• Salaried employees are given 40 hours of Comp Vacation on January 1st of each year, that must be used by December 31st of that same year.

Pay Interval

• Employees are paid on a bi-weekly basis; pay periods begin on Sunday and payday is every other Thursday. There is a mandatory direct deposit requirement.

Tuition Reimbursement

• Tuition Reimbursement towards associate's, bachelor's or master's degrees, available to all full-time employees after one year of employment. (exclusions apply)