Customer Service Representative II - Equipment & Fleet Management (Civil Service)

Customer Service Representative II

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Job Summary

Provides customer service or information to inquiries on various city services requiring judgment and independent decision-making, to resolve citizen complaints or answer requests.

Job Description

Overview

The Customer Service Representative II provides customer service and information for inquiries on various city services demonstrating judgment and independent decision-making, to resolve citizen complaints or answer requests.

Essential Functions

1. Receives, discusses, analyzes, and responds to walk-in inquires from customers regarding various customer service areas such as water and sewer accounts, parks' reservations, policy or procedural concerns, or any other customer service requests.
2. Monitors and handles the call center calls and ensures customer service representatives are performing customer interactions professionally.
3. Updates customer accounts and records to determine if an application for service should be accepted, service should be discontinued, or if meter inspection and subsequent request for meter replacement is needed; ensures the accuracy of a customer account and identifies delinquent accounts or when fine and arrest warrants should be cancelled.
4. Researches and initiates investigations of misapplied payments or billing complaints by customers to determine the cause of a problem and offer resolutions; detects and corrects errors or problems on customer accounts including determining the type of adjustment to be made to ensure accuracy in billing of customer accounts.
5. Receives, verifies, and counts currency, checks and money orders for payment of water bills, traffic tickets, court bond, and issues receipts of payment to effectively process money transactions.
6. Endorses checks and prepares total collection for deposit, makes cash refunds, and balances journal according to policy and procedure showing total funds received and disbursed for the day.
7. Investigaes problems and gathers and analyzes information to advise the public and resolve problems in compliance with city ordinances and regulations; assists attorneys, collection agencies, and city departments with information requested.
8. Performs any and all other tasks as needed or assigned.

Knowledge and Skills

• Knowledge of professional customer service and call taking skills
• Ability to determine concerns and service requests and identify courses of action
• Ability to interpret ordinances, codes and departmental policy
• Ability to communicate effectively, both orally and in writing
• Ability to interact tactfully with employees and the public
• Ability to prepare clear and concise reports
• Establishing and maintaining effective professional relationships

Minimum Qualifications:

EDUCATION:

• High School Diploma or GED

EXPERIENCE:

• Three (3) years of customer service experience requiring heavy phone/contact which involved cashiering, data entry, analyzing accounts and/or complaint resolution.

EQUIVALENCY:

• An associate degree (or higher) plus one (1) year of the required experience will meet the education and experience requirements.

OTHER REQUIREMENT(S):

• Availability to work varying shifts (days, evenings, nights) including weekends, holidays.
• Subject to inclement weather conditions.

Salary Range

$21.50 - $22.33

The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.

City of Dallas is an Equal Opportunity Employer.