Customer Service Representative (PT)

: Position Title: Customer Service Representative (PT) Job Posting Closing Date: 02/11 Summary Provo City is looking for a part time Customer Service Representative to support the City's utility billing and inbound call system. Civic-minded individuals interested in supporting the services provided to the residents of Provo City by performing the duties described here are strongly encouraged to apply. Part-time Provo City employees are eligible to contribute to individual retirement savings plans through the City (401k, 457, Roth IRA, and/or Traditional IRA) and receive the following perks: a) free admission to the Provo Recreation Center, Peaks Ice Arena Public Skating, and Provo Shooting Sports Park; b) a free Provo City Library Card; c) a 25% discount on Provo Recreation Center memberships (direct family only); and d) discounts from various local and national vendors. Job Details Application Review Process: Applications will be reviewed in the order they are submitted. Position may close prior to the posted date if sufficient, qualified applicants to proceed with a competitive selection process are received. Applicants must meet the minimum requirements listed below to be eligible for consideration. Pay Rate: $19.65 - $27.09 per hour. Essential Duties:

• Interact with customers in person, over the phone, by mail, or by utilizing other electronic communications to respond to customer questions and concerns about utility services and/or general City information.
• Resolve comprehensive issues.
• May perform specialized account processes.
• Route inquiries to appropriate staff.
• Review service applications.
• Enter or edit customer account information.
• Refer customers to financial assistance sources when appropriate.
• Schedule service connects and disconnects and initiate work orders.
• Review files for discrepancies.
• Coordinate special tagging assignments with crews.
• Collect payments including handling cash or processing checks and electronic payments.
• Compare payment and remittance stub to account balance.
• Apply payments to proper account and/or service.
• Compute service payments and change returned.
• Review customer accounts to approve for refunds.
• Initiate processing of refunds and issue same.
• Balance account information when making adjustments.
• Collect refund data and special check totals.
• Itemize department-issued checks.
• Take fingerprints of customers.
• Maintain customer files.
• Document approved special exceptions.
• Count and balance cash in money drawers.
• Monitor accounts for theft or abuse.
• Secure money in vault.
• Receive, track, and respond to a variety of general City business issues received through inbound call center.
• Prepare various month-end reports for supervisor.
• Maintain various performance statistics.
• Perform filing and clerical functions.
• Fill office supply orders.
• Maintain central stockroom.
• May receive and distribute mail.
• May perform basic business licensing functions as needed.
• Assist other Customer Service coworkers, coordinate with other departments, and perform related duties as required.

Minimum Requirements:

• High School Diploma or equivalent (GED)
• Two years of general experience in customer service, accounting, bookkeeping, cashiering, or related field
• OR an equivalent combination of job-related education and experience [substituting each one year of post-secondary education/training for six months of experience]
• Some positions may require a minimum typing and/or 10-key speed.
• Spanish speaking skills desirable.

Hours: 25-30 hours a week. Monday through Friday. Environmental Factors: Requires sitting or standing at a computer or desk or filing for long time periods while maintaining concentrated attention to detail. Possible exposure to high-stress situations or environments, including contact with irate and possibly hostile customers. Requires wearing protective gloves and touching customers' hands to take fingerprints. Pre-Employment Testing: Prior to appointment, applicant will be required to successfully pass a drug screen and criminal background check. Non-disclosure may result in dismissal. Applicants with unsatisfactory drug screen results will be ineligible for appointment or application to any Provo City position for a minimum period of six (6) months.” Full Time/Part Time: Part time Position Type: Regular Scheduled Hours: 25