Solid Waste Customer Service Representative

Customer Service Representative

Salary Range: $30,743.44 - $59,344.48

Distinguishing Characteristics of Work: This is a specialized work position in the City's Infrastructure and Asset Management Department Solid Waste Division. General and specific assignments are received from the Office Assistant or Administration. The Customer Service Representative receives and processes calls from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. Must show empathy or sensitivity to the customer regarding the issue at hand. Duties involve responsibility for receiving and informing residents and businesses about proper solid waste services, recycling guidelines, hazardous waste disposal, and scheduled collection. Answering billing inquiries and solving issues promptly on requests and meet and greet walks in.

Essential Examples of Duties: The following illustrates examples of some of the essential duties and responsibilities of the Customer Service Representative. There may be other essential functions, not listed below, in order to accomplish the tasks as presented by the Supervisor.

• Receive customer inquiries in the office or by telephone.
• Communicate with residents reporting complaints.
• Process calls with tact and politeness.
• Maintain a daily account of all complaints received.
• Track, process & close work orders.
• Receive and prepare correspondence notices.
• Receive and reply to references to complaints and any issues to contractors.
• Collect delinquent solid waste bills; explains billing procedure and requirements for starting or terminating service.
• Perform a wide variety of clerical tasks in the office in maintaining records of customer contacts, checking bills for lack of payment, or maintaining service records.
• Use computer hardware, software applications, and online systems to complete assigned tasks, manage data, and support organizational objectives.
• Performs related work as required.

Knowledge, Skills and Abilities:

• Ability to learn departmental procedures regarding solid waste rates, credit procedures and billing practices, rules, regulations and policies.
• Ability to handle a heavy volume of calls in a professional and efficient manner.
• Ability to apply general departmental rules and procedures to specific customer problems regarding billing or service.
• Ability to handle customer complaints tactfully, and to establish and maintain effective working relationships with the public.
• Ability to keep records and prepare a variety of reports, either by hand or by computer.
• Ability to communicate in English and Spanish effectively.

Physical Requirements: The following are some of the physical requirements associated with this position. Reasonable accommodation may be made by the City to enable an individual to perform the essential duties/functions of the position.

• Must have ability to effectively communicate and interact with other employees and the public through the use of telephone and personal contact as normally defined by the ability to see, read, talk, stand, hear, hands to finger dexterity, handle, feel or operate objects, read and write English.
• Physical capability to effectively use and operate various items of office equipment; such as but not limited to a personal computer, calculator, copier and fax machines.
• Ability to work efficiently and effectively, both independently and as a team to ensure exceeding the call center's standards.
• Must be able to lift, carry and or push articles weighing up to 20 lbs.

Minimum Education and Experience: Must be a high school graduate or have a G.E.D. Equivalency Certificate. Must have at least one (1) year experience working in a customer service environment. English & Spanish Speaking preferred. Any combination of education & experience may be considered.

The City of Hialeah Human Resources Department is committed to providing employees an exceptional work environment where through hard work, dedication, and equal opportunity for learning and personal development, employees are able to grow, flourish, and make a difference in our community. The Human Resources Department ensures compliance with Federal, State, and local laws, collective bargaining agreements, and City policies, rules and regulations. The City of Hialeah is an equal opportunity employer. There will not be any discrimination or harassment of any kind on account of age, color, race, religion, sexual orientation, national origin, disability, genetic information, marital or familial status, military service or any of the protected categories. The City of Hialeah is a drug and alcohol free employer.