Customer Service Representative

The employee performs skilled clerical work providing interpretive and advisory services to the public or employees. Work performed in this job spans multiple departments. Work includes giving and eliciting information in situations that require the employee to explain pertinent City and state regulations, ordinances, laws, and procedures either in person, via electronic media (e.g., email, 3-1-1 system, etc.), or by telephone.

The employee performs tasks associated with utilities service, billing transactions, and general revenue collections to assist in the efficient and effective operations of the Revenue Department. This is an entry level job in the Customer Service Representative series. Initially under close supervision, incumbents learn office and City procedures. As experience is gained, there is greater independence of action within established guidelines.

Advancement to the “II” level is based on demonstrated proficiency in performing the assigned functions that meet the qualifications for the higher-level class and is at the discretion of the Revenue Manager. The employee, while performing the essential functions of the job, works in a typical office setting, uses standard office equipment, reads printed material, uses software programs, and reads from a computer screen.

Work involves the application of independent judgment based on knowledge of the activities, practices, procedures, and policies of the department. This job is considered safety-sensitive and is subject to a pre-employment background check and random drug screens.

The following list was developed through a job analysis; however, it is not exhaustive and other duties may be required and assigned. A person with a disability which is covered by the ADA must be able to perform the essential functions of the job unaided or with the assistance of a reasonable accommodation.