Customer Service Representative I

Job Title

Responsible for the daily flow of transactions for utilities, parking and occupational licenses in an efficient and professional manner while interfacing with both City employees and the public with a courteous, yet knowledgeable demeanor. Work is performed under the general supervision of the Customer Service Supervisor.

Examples of Duties

Receives telephone communications relating to Customer Service Division matters – utilities, parking, tour guide licenses, and cashier. Assists customers over the phone, making referrals to supervisor when request is beyond individual's range of authority or to the appropriate division or department.

Meets with customers at drive-through and/or front counter regarding utility accounts, parking questions and other division matters. Handles customer complaints, questions, and requests in a professional, knowledgeable, yet firm manner.

Accurately takes and enters payments from customers at the drive-through window and via the mail for utility accounts, rent, parking tickets, ParkNow cards, various licenses and other division matters using the utility billing, cash receipting, parking ticket, and ParkNow card charging software.

Assists Customer Service Representative II and Assistant Customer Service Supervisor daily as the need arises. Proficient in utility billing procedures to assist the Customer Service Representative II as the need arises or to assume the position responsibilities in the absence of the Customer Service Representative II.

Performs online credit checks/reports and lien searches. Handles transferring balances of accounts.

Counts coins from parking meters and pay stations and balances these to reports along with Parking Supervisor. Balances cash drawer each day.

Knowledgeable of all sections of the City Code relating to the Customer Service Division's responsibilities.

Performs all other duties as assigned.

Education and Experience

High School diploma required; two years experience in related billing or customer service preferred; positive demeanor required; ability to accurately enter computer data and use standard office machines; ability to accurately count money, make change and enter data into computer; ability to communicate with the public in a courteous and intelligent manner; ability to remain composed and calm while dealing with dissatisfied customers.

Driver's License Requirement: NONE

Physical Demands

The physical demands representative of those that must be met to successfully perform the essential functions of this job with or without reasonable accommodation. The position is mostly sedentary but does require the employee frequently is required to stand; move; bend; and reach. The position requires arm, hand, and finger dexterity in order to perform constant typing and frequent filing duties. The employee is regularly required to communicate and exchange information courteously, effectively, and promptly with the public and City staff. This position requires the ability to occasionally lift and move files and office supplies up to 25 pounds.