Customer Service Representative II (Aviation)

Join Our Team in Dallas

Dallas is Growing. Grow With Us.

Looking for more than just a job? The City of Dallas offers careers with purpose. With competitive benefits, growth opportunities, and a vibrant work culture, we're committed to helping you thrive while you help our city flourish. Be part of a team that's committed to service, innovation, and community.

Job Title: Customer Service Representative II

The Customer Service Representative II provides customer service and information for inquiries on various city services demonstrating judgment and independent decision-making, to resolve citizen complaints or answer requests.

Essential Functions

• Receives, discusses, analyzes, and responds to walk-in inquiries from customers regarding various customer service areas such as water and sewer accounts, parks' reservations, policy or procedural concerns, or any other customer service requests.
• Monitors and handles the call center calls and ensures customer service representatives are performing customer interactions professionally.
• Updates customer accounts and records to determine if an application for service should be accepted, service should be discontinued, or if meter inspection and subsequent request for meter replacement is needed; ensures the accuracy of a customer account and identifies delinquent accounts or when fine and arrest warrants should be cancelled.
• Researches and initiates investigations of misapplied payments or billing complaints by customers to determine the cause of a problem and offer resolutions; detects and corrects errors or problems on customer accounts including determining the type of adjustment to be made to ensure accuracy in billing of customer accounts.
• Receives, verifies, and counts currency, checks and money orders for payment of water bills, traffic tickets, court bond, and issues receipts of payment to effectively process money transactions.
• Endorse checks and prepares total collection for deposit, makes cash refunds, and balances journal according to policy and procedure showing total funds received and disbursed for the day.
• Investigate problems and gather and analyze information to advise the public and resolve problems in compliance with city ordinances and regulations; assists attorneys, collection agencies, and city departments with information requested.
• Performs any and all other tasks as needed or assigned.

Knowledge and Skills

• Knowledge of professional customer service and call taking skills
• Ability to determine concerns and service requests and identify courses of action
• Ability to interpret ordinances, codes and departmental policy
• Ability to communicate effectively, both orally and in writing
• Ability to interact tactfully with employees and the public
• Ability to prepare clear and concise reports
• Establishing and maintaining effective professional relationships

Minimum Qualifications

Education:

• High school diploma or GED

Experience:

• Three (3) years of customer service experience requiring heavy phone/contact which involved cashiering, data entry, analyzing accounts and/or complaint resolution.
• An associate degree (or higher) plus one (1) year of the required experience will meet the education and experience requirements.

License(s) and/or Certification(s):

• Some positions may require a valid driver's license with a good driving record.

Other Requirements:

• Must pass Transportation Security Administration (TSA) background check.
• Must have a valid form of government-issued photo identification.
• Availability to work varying shifts including days, evenings, nights, weekends, and holidays. FOR DPD: Must be available to work varying shifts including nights, weekends, holidays, and overtime in a twenty-four/seven (24/7) operation.
• Subject to working in inclement weather conditions.
• Must pass an intensive background investigation and drug test.
• No FELONY or CLASS A MISDEMEANOR convictions.
• No CLASS B MISDEMEANOR convictions within the last ten (10) years.
• No family violence convictions.
• Cannot currently be on deferred adjudication for any FELONY, CLASS A or CLASS B MISDEMEANOR.
• Subject to working in inclement weather conditions.

Salary Range: $21.50 - $22.33

The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.

City of Dallas is an Equal Opportunity Employer.