Customer Service Representative

Job Title

Provide timely, accurate, and appropriate customer service and administrative, records management, and/or accounting support to an assigned program, service, or department to meet service delivery expectations.

Work is primarily performed in a standard office environment. Depending on assignment, work may involve travel to areas and sites where various hazards may exist, including uneven ground surfaces, all types of weather and traffic conditions, dust, and debris.

Light physical demands; frequent use of a personal computer. Sufficient clarity of speech, hearing, or other communication capabilities, vision or other powers of observation, and personal mobility and physical reflexes sufficient to effectively and efficiently perform essential job functions.

Position involves competing demands, performing multiple tasks, working to deadlines, occasional work beyond normal business hours, and responding to customer issues. Regular attendance is an essential function of this job to ensure continuity of services. Position is subject to drug testing in accordance with applicable State and Federal regulations and City of Las Cruces policies.

Interacts with customers to provide the appropriate level of response to inquiries, issues of concern, and requests for information, or explanation, regarding various services, processes, policies, and/or procedures; refers matters requiring policy interpretation, or technical expertise, to the appropriate staff for resolution.

Creates and/or updates accounts, records, and files; completes and processes forms, documents, and transactions; enters and verifies data to provide accurate documentation in various mediums and formats; utilizes installed software on a personal computer to input and record data, and provide consistent, accurate, and timely records, and information.

Calculates and prepares debit and credit adjustments, balances receipts and cash drawer, receives payments, correctly determines and assesses various fees, answers questions and resolves minor problems regarding utility bills and City services within delegated authority and in accordance with established policies and procedures to meet customer service expectations.

Provides assistance to ensure the proper use and completion of forms and documents; prepares and distributes documents and information, conducts research, prepares various special and recurring reports to meet established goal and objectives.

May monitor and respond to radio communications to assist field service personnel with customer requests for service and information; provides customer outreach to follow-up on various services needed and/or provided; provides notification of scheduled maintenance and unscheduled emergencies; may assist in emergency situations on site to respond to citizen inquiries and concerns regarding necessary services and repairs.

Assists in development of communication plans and provides public relations assistance on various projects to provide timely and consistent information to citizens.

Equivalent to a high school diploma PLUS one (1) year of experience performing customer service functions and utilizing a personal computer to perform data entry functions is required. A combination of education, experience, and training may be applied in accordance with City of Las Cruces policy. Experience with cashiering and/or accounting functions may be required for some positions.

Valid driver's license may be required or preferred. If applicable, position requires an acceptable driving record in accordance with City of Las Cruces policies. Bilingual skills (English/Spanish) may be required for some positions. Additional relevant…