Customer Service Rep - Part Time - Solid Waste

Customer Service Representative

Responsible for assisting City of Denton customers by phone, electronically, and in person with payments, inquiries, and service requests in a friendly and professional manner.

Essential Functions and Other Important Duties

ESSENTIAL FUNCTIONS Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Handle heavy phone traffic for departments Citywide.
• Perform routine office duties, including but not limited to, providing phone, electronic and face-to-face support to customers, appropriately directing internal and external customers, processing drop box payments, posting payments and handling incoming and outgoing mail.
• Assist with interdepartmental cash and reporting/tracking functions.
• Receive, maintain, and account for monies and provide payment receipts; ensure compliance with the City of Denton and applicable department internal cash handling policies.
• Account for and balance cash drawer daily, prepare daily deposit for the bank and ensure compliance with the City of Denton and Customer Service internal cash handling policies; keep accurate records and update personal data on accounts in the billing, as needed.
• Process commercial account set ups; validate Tax IDs.
• Assist with projects and performs back-office assignments, as needed.
• Assist peers with questions, errors, and escalated customer issues.

Animal Services

• Process internal and external customer requests, including but not limited to, pet inquiries, adoption, volunteering, surrendering, and/or reclaiming a pet, lost, or found pet, and quarantined animals.
• Monitor department Outlook inbox; respond to inquiries per department policies and/or procedures.
• Ensure accurate entries are made in the PetPoint database management system and Petfinder website.
• Complete adoptions, surrenders, reclaims, registrations, and bite reports documentation.
• Ensure accurate service requests are entered into Police Department Computer Aided Dispatch (CAD) system, including but not limited to, barking dog, vicious or stray animals, livestock out, bite victims, and trapped wildlife or domestic animals, per policy.
• Receive, maintain, and account for adoption, reclaims and donation monies; provide payment receipts.

Customer Service

• Process internal and external customer requests related to utility accounts, including but not limited to, account setup or closure, billing for services, payment arrangements and rate calculations.
• Receive, maintain, and account for monies for utilities; provide payment receipts.
• Process commercial account set ups; validate Tax IDs.
• Explain available solid waste services, calculate associated costs, and complete service contracts; generate and process solid waste work orders; maintain and file contracts in an organized manner.
• Process, logs, and files water leak adjustment and leak check requests.
• Serve as a back-up to Customer Service Rep II in their absence.

Solid Waste

• Process internal and external customer requests, including but not limited to, weigh-in and weigh-out customers on Weigh Station scales, identify and screen waste materials being delivered to the landfill, and help customers understand waste disposal and Solid Waste rules and regulations.
• Receive, maintain, and account for monies for Solid Waste Landfill customers, accepts card payments, authorize billing of charge account customers, and issue receipts; assist with active/inactive delinquent Solid Waste accounts collections.
• Enter accurate data into the Weigh Station software, including but not limited to landfill records; produce and verify of reports.
• Assist with new application(s) and computer information system modification(s) and upgrade(s) testing, as needed.
• Assist at Home Chemical Collection (HCC) Division, including but not limited to, greeting customers, screen and identify materials being delivered, educate customers on accepted materials, sort and process non-hazardous materials, restock, and clean, as needed.
• Serve as a back-up to Team Leads or Weigh Station Supervisor in their absence.

Wastewater

• Process internal and external customer requests, including but not limited to, relevant product information, recommend correct material, loading quantities, and complete returns and/or refunds.
• Maintain communication with loaders operators and supervisors using radios, email, phone, and instant messaging, as appropriate.
• Ensure accurate entry of sales transactions and new customer information into point-of-sale software; enter necessary data for tracking into the appropriate spreadsheet, report and/or chart.
• Complete sales tickets for charge customers
• Complete, calculate and reconcile daily sales reports prior sending for supervisor approval.

Supervisory/Budget Responsibilities

• None.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job Requirements

EDUCATION, EXPERIENCE AND LICENSES/CERTIFICATIONS

• High School diploma or equivalent; and,
• One (1) year customer service experience; and,
• Six (6) months of cash handling experience,

OR

• Any combination of related education, experience, certifications, and licenses that will result in a candidate successfully performing the essential functions of the job.

REQUIRED SKILLS/ABILITIES To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Knowledge of applicable Federal, State, and Local Government laws, ordinances, and regulations.
• Skill in moderate problem solving; identifying problems and reviewing related information to develop and evaluate options and implement solutions.
• Skill at an intermediate level, working with Microsoft Office 365, and other software systems to complete work.
• Skill in interpersonal relationships, including using tact, patience, and courtesy.
• Skill in providing exceptional service to internal and external customers.
• Ability to communicate effectively, both in oral and written forms, for the needs of the audience.
• Ability to establish and maintain effective interpersonal relationships.
• Ability to handle records and complex situations of a confidential nature.
• Ability to handle difficult and stressful situations with professional composure and confidentiality.
• Ability to work independently and/or with team environment while handling multiple tasks and changing priorities with attention to detail.
• Ability to develop, understand, interpret, and apply rules, policies, and procedures operations.
• Ability to be flexible and adaptable to changing work environment to facilitate/accomplish needed activities.
• Ability to document all adjustments necessary and approved to complete the project.
• Ability to meet Quality Assurance Requirements and other key performance metrics for the call center operations.

Conditions of Employment

• Must pass a drug test, criminal history background check, employment history verification, and social security number verification.
• For Solid Waste Must be able to pass physical examination.
• For Solid Waste Must obtain and maintain a Cash Handling Certificate from the City's Treasury Department within six (6) months of employment. Must obtain and maintain a Waste Screening Certificate from the City's Solid Waste & Recycling Department within twelve (12) months of employment.

Environmental Factors and Conditions/Physical Requirements

SAFETY

• Ensure equipment is in safe operating condition; perform preventive maintenance on tools and equipment, as appropriate and/or notify leadership immediately of needed repairs.
• Follow established safety procedures and techniques to perform job duties, including lifting and climbing; operate tools and equipment according to established safety procedures.
• Promptly report unsafe conditions in the work area and/or any conditions that are not immediately correctable to leadership.

Working Conditions/Physical Requirements

• Safety Sensitive (Subject to random drug testing): No
• Tools/Equipment Used: Standard office equipment, including