Customer Service Representative - Finance Department

GENERAL STATEMENT OF DUTIES The CSR I Position at the City of Ferndale serves as the initial point of contact for residents, businesses, and visitors seeking information, services, and assistance. This role is responsible for providing exceptional customer service, addressing inquiries, and assisting with basic administrative tasks. SUPERVISION RECEIVED Works under the supervision of the Deputy Finance Director. Supervision Exercised None.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Operates a cash register daily by-passing OCR or bar-coded invoices across electronic scanner to display amount due. Selects or verifies deposit code in the absence of a coded invoice. Calculates or recalculates bills if needed, sums itemized lists or deposits, and adjusts invoices as appropriate.
• Receives funds daily from the public in payment of water/sewer bills, real estate and personal property taxes, property maintenance and other invoiced receivables, and other payments; generates receipt for payments made; makes change.
• Processes credit card transactions daily by verifying cardholder information and completes other bankcard service requirements.
• Assigns, receives, and processes Departmental deposits, including District Court, Police Department, Fire Department, Department of Public Works, Parks and Rec Department, Special Events, DDA, Parking, etc, and provides receipts accordingly.
• Generates a daily report and verifies against cash and other payments on hand. Transmits checks electronically to the bank.
• Serves as the primary Goodwill Ambassador to the City by accurately conveying information to the public and other interested parties on a variety of topics, with the concentration of issues being related to tax, assessing, and utility billing, including questions from consumers, landlords, title companies, and others on outstanding utility receivables and other tax liens, tax rates, tax payments and deferment options, poverty exemptions, tax exemption forms and status, and other topics related to the tax assessment and collections process.
• Greet and assist visitors in a friendly and professional manner, directing them to appropriate resources or personnel.
• Respond to inquiries via phone, email, and in-person, providing accurate and helpful information.

• Manage multiple tasks simultaneously while maintaining a high level of accuracy and attention to detail.
• Collaborate with colleagues to ensure seamless operations and efficient customer service.
• Advises customers of availability of dispute resolution remedies on tax and water/sewer amounts through appropriate channels.
• Prepares work orders for the utility system. Assists in setting up, closing, and amending accounts.
• Records customer or owner contact notes on the tax and utility systems.
• Serves as backup to the utility technician. Must be proficient in accurately and efficiently filling in on utility billing, customer account maintenance, work order processing, move in/move out documentation, processing adjustments and refunds, exporting files, and importing meter reads.
• Receives, date-stamps, and distributes incoming mail.
• Composes, inputs, and edits a variety of correspondence, reports, memoranda, and other material requiring judgment as to content, accuracy, and completeness.
• Assists other Finance department employees as needed.
• Maintains records and files as needed.
• Performs related work as required.

Graduation from an accredited high school or GED equivalent with specialized course work in accounting, finance, or information technology.
Two (2) years of college or other advanced training with a concentration in business administration, finance, accounting, or a closely related field.
Experience in BS&A is preferred.