Customer Service Representative

Job Title

Under direct supervision, performs technical aspects of cashiering, customer service, and billing for the Utility Billing Division.

Job Description

This is accomplished by answering the telephone, accepting payments, processing applications and paperwork, and maintaining customer account information. Other duties may include collecting and sorting mail, and interfacing with other City employees and citizens. This position does not provide direction to other employees.

Essential Job Functions

The following duties are a representative summary of the primary duties and responsibilities:

• Provides customer service to the public and/or contractors by answering telephones, emails and voicemails, answering questions, processing various applications and paperwork, taking fees or payments, and providing information as requested.
• Completes cashiering duties by receiving, receipting, and recording payments, processing cash collections for other departments, receiving deposits and fees, balancing the cash drawer, and preparing the bank deposit.
• Completes departmental-specific data entry duties by maintaining customer accounts, authorizing credit extensions for past due accounts, verifying payment of bills and current service status, identifying and researching customer service problems and communicating problem resolutions to customers, processing work orders, preparing requests for service, terminations, repairs, and maintenance, preparing work orders for other departments, entering data into a computer, and tracking work orders.
• Completes other departmental-specific duties by collecting and sorting mail, directing service orders and requests to the appropriate departments, etc.
• Operates under the City of Allen's core values of People First, Respect, Integrity, Deliver and Excel.

Job Requirements

Education and Experience Work requires broad knowledge in a general professional or technical field. Education and experience that provide the necessary knowledge and skills may also be considered, but a typical way to qualify is by obtaining:

• a High School diploma or equivalent and one (1) year of customer service experience, with cash handling experience preferred.

Conditions of Employment:

• Clear criminal background check and pre-employment drug screen
• Safe driving record and Valid Texas Driver's License

Supplemental Information

Knowledge of:

• City rules, regulations, policies, and procedures with particular attention to codes and ordinances.
• Utility billing and customer service procedures, practices, and techniques.
• Modern office practices, procedures, and equipment.

Skill in:

• Establishing and maintaining working relationships with professional and support staff, vendors, the public, and City employees.
• Providing outstanding customer service and conflict resolution.
• Handling highly sensitive information and data with an absolute degree of confidentiality.
• Working effectively in a high-pressure environment with changing priorities.
• Effectively communicating in both oral and written formats.

Supervision Exercised: Direct Supervision: Work is normally reviewed in progress and upon completion of assignments to ensure accuracy, timeliness, and conformance to established standards; autonomy is granted at the task level; work is subject to both general and departmental policies, procedures, and guidelines. Physical Demands/Environmental Factors:

• Standard office environment.
• Ability to sit or stand for long periods.
• Ability to operate city or personal vehicle for business purposes.

Benefits

Jump into a full-time role (40 hours/week) with the City of Allen and enjoy a benefits package designed to support you at work and in life! You'll receive comprehensive medical, dental, and vision coverage, basic and optional life insurance, long-term disability, accrued vacation and sick leave, paid holidays, TMRS retirement with a 2-to-1 city match, a 457 deferred compensation plan, and longevity bonuses.

All City employees also have free access to recreation centers, including:

• Don Rodenbaugh Aquatics Center
• Ford Pool (Summer Only)
• Joe Farmer Recreation Center
• The Edge (Summer Only)
• Stephen G. Terrell Recreation Center
• Allen Senior Recreation Center (60+)

Plus, enjoy wellness challenges, book clubs, LinkedIn Learning, foodie groups, education assistance, CPR & Stop the Bleed training, leadership essentials, safety training, City Suite Event Center tickets, city conferences, health fairs, walking clubs, safety golf tournaments, possible hybrid or flexible schedules, and many more employee perks! Find out more about our full benefits package at allentx.gov.