Solid Waste-Customer Service Representative

Bilingual (Spanish) is preferred.

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.

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

• Perform routine office duties, including but not limited to, providing phone, electronic and face-to-face support to customers and appropriately directing internal and external customers.
• Assist with projects and performs back-office assignments, as needed.
• Assist peers with questions, errors, and escalated customer issues.

• Perform routine office duties, including but not limited to, processing drop box payments, posting payments and handling incoming and outgoing mail; assist peers with cash balancing.
• Assist with interdepartmental cash and reporting/tracking functions.
• Process internal and external customer requests, including but not limited to, utility account connects, disconnects, and transfers and billing, rate, calculations, and payment arrangements.
• Receive, maintain, and account for monies for utilities; provide payment receipts.
• 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.
• 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 Senior Customer Service Reps or Support Specialists in their absence.

• Perform routine office duties, including but not limited to, interdepartmental reporting and/or tracking, assessing and billing fees based on current rate structure, reviewing and updating dispatch log(s), entering customer information into databases, creating and/or closing work orders, and performing various operational functions.
• Assist with planning, distributing, monitoring, and following up on daily route assignments for residential, roll-off, and commercial drivers.
• Create and/or process service notes and dispatch as appropriate; coordinate with leadership to resolve and/or assist, as needed.
• Review department resources to ensure ability to meet service and task demands; notify leadership if insufficient resources are available to provide efficient service.
• Troubleshoot and resolve potential delivery and pick-up issues; collaborate with internal stakeholders and customers to ensure customer satisfaction.
• Report driver performance issues or concerns to appropriate leader for resolution.
• Plan and schedule refuse, recycling, organics, container maintenance, and delivery of equipment.
• Serve as emergency backup for Scale House operations.

• None.

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.

• 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.

• Knowledge of…