A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
Performs a variety of accounting and clerical functions, including communicating with internal and external customers, cashiering, processing transactions, reconciling transactions, reporting transactions, and preparing written correspondence using business communication skills for our Utilities Division. This is a part-time position with no guaranteed number of work hours and consists of a 29-hour work week maximum.
EDUCATION & EXPERIENCE/LICENSING & TRAINING EDUCATION & EXPERIENCE
High School Diploma or GED required unless currently enrolled in an accredited school. Prefer strong math skills, basic recordkeeping skills, and cash register experience. Governmental accounting, using generally accepted accounting principles, financial and document processing, or any combination of education, training, and experience, which demonstrates the ability to perform the essential functions of the position. Management has the right to assign or reassign duties and responsibilities to this job at any time.
LICENSING & TRAINING
Valid State Driver's License Continued employment is contingent upon all required licenses and certificates being maintained in active status without suspension or revocation.
ESSENTIAL FUNCTIONS/KNOWLEDGE/SKILLS/ABILITIES ESSENTIAL FUNCTI ONS
Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills, and other characteristics. This list of tasks is
ILLUSTRATIVE
ONLY, and not a comprehensive listing of all functions and tasks performed by positions in this class. May perform the duties of a customer service representative for the Utilities Division. Customer inquiries are routed to this position; answering routine questions; process customer change of address; respond to all telephone calls within one business day; process customer requests as received; process reports for amounts owed to City by customers authorized to receive information; and perform all related duties to the function. May perform duties of the billing function. Establishes and maintains customer records; issues invoices to customers on assigned date per billing cycle; reconciles transactions monthly and performs all related duties to the function. May perform the duties of the cashier accounting function. Knowledge and use of revenue codes; batches and processes payments; issues cash receipts to counter customers by revenue code; daily reconciliation of transactions; prepares City-wide bank deposits; and performs all related duties to the function. May perform the duties of the new account representative. Establishes and maintains customer records; issues final bills to customers; refunds deposits to accounts; researches account discrepancies and property ownership; and performs all related duties to the function. May perform the duties of accounts payable. Process vendor invoices and reconcile paper and online statements. Maintain and store necessary records. Assist other departments with invoice questions and issues. Process business license applications. Work with business owners in completing applications and issue business licenses, renewals, and other commercial business licensing. Creates and maintains files, assuring all required paperwork is completed in an accurate and timely manner. Updates and maintains records and information in computerized systems and databases. Maintains a variety of statistical and other specialized records, posting and updating information. Creates journal entries as needed. Creates professionally written business letters and emails. Provides exceptional customer service to internal and external customers. Complies with and promotes safe practices in agreement with the safety rules and procedures set forth in the Loss Control Program. Performs related work as required. Represents the City with respect, confidence, and trust that our colleagues and community place in us. Responsible for conducting ourselves with and using our value statement of
PRIDE :
Being Professional, Responsible, being an employee of Integrity, Dedicated, and striving for Excellence with staff and the public.
KNOWLEDGE OF
Generally accepted accounting principles. Comprehensive knowledge of financial and statistical record keeping. Document acceptance and processing requirements, and/or information system maintenance related to the department and work where assigned. In-depth understanding of the policies, laws, rules, and regulations impacting the operations, transactions, and functions of the department where work is assigned. Knowledge of business practices and procedures. Working knowledge of computer-based financial management software using integrated applications, Microsoft Word, Microsoft Excel, Microsoft Outlook, Adobe Acrobat, and database software programs; business English, spelling and grammar; and electronic record retention procedures. Bilingual candidates preferred.
SKI LL IN
Operation of personal computer, including financial software system, database and spreadsheet, word processing, and email programs; calculator, telephone, mid-volume envelope folder/inserter machine, copy machine, and fax machine.
ABILITY TO
Perform a variety of complex specialized financial and statistical record keeping. Read, interpret, and apply a variety of rules, regulations, and policies related to functions and services of the assigned work area. While operating the folder/inserter machine up to three times per month, must be able to stand, bend, and twist for periods up to four hours in duration. Maintain effective working relationships with employees, City officials, and the general public. Deal professionally and courteously with the public and other staff when explaining the functions, requirements, and policies of the work area where assigned. Constantly demonstrate cooperative behavior with colleagues, supervisors, and customers/clients. Must be able to type 35 wpm. Ability to lift up to 25 pounds.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be required to sit for extended periods, frequently stand and walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. Must be able to have the mobility to work in a typical office setting. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, the ability to read printed materials and computer screens, and the ability to adjust focus. Ability to hear and use professional speech to communicate in person or over the telephone.
WORK ENVIRONME NT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderately quiet.
