Customer Service Representative

Overview

The incumbent performs a variety of clerical, administrative, and record‑keeping tasks involving the City's financial records and accounts. Work assignments are received both orally and in writing. Work is reviewed through observation, conferences, reports, reconciliation with other fiscal records, and from results obtained.

• Provides customer service by answering telephones and responding to inquiries, assisting customers with documents and equipment
• Opens and closes accounts, collects payments, assists customers with account inquiries and issues
• Resolves customer billing inquiries, complaints, and issues via phone, email, fax machine, and in‑person contact
• Collects payments; explains billing and payment practices
• Performs a variety of clerical duties by filing, entering information into databases, generating and submitting reports, and processing journal entries
• Verifies accuracy and completeness of all data/information received, and researches and provides verification on information requests
• Operates a computer in transferring, transcribing, composing various documentation
• Performs daily accounting tasks related to work performed, which may include calculating, billing, and receiving various fees and payments, balancing daily revenues
• May process and issue various types of permits, certificates, and licenses as required
• Receives, processes and distributes mail, and prepares forms, letters, and parcels for mailing
• Researches returned mail and updates customer mailing addresses
• Prepares and distributes various division records, reports, notices and other relevant materials
• Receives and reviews invoices, reports, forms and applications and distributes copies to appropriate personnel
• Performs other duties as assigned

• High School Diploma or GED (proof of education must be uploaded with application)
• Six months of experience in high‑volume customer service
• Six months of experience in a high‑volume cashiering operation utilizing a complex software system
• Excellent phone and verbal communication skills and strong data entry skills
• Additional completion of coursework at an accredited college or university, may substitute on a year‑for‑year basis for the required experience

• Knowledge of the principles and practices of bookkeeping and the ability to apply this knowledge to work situations
• Knowledge of City ordinances and policies regarding billing, rates, fees, and collections
• Knowledge of modern office practices and procedures
• Knowledge of business English and mathematics
• Ability to effectively operate a personal computer terminal and printer
• Ability to perform mathematical computations accurately
• Ability to operate cash register and make correct change
• Ability to operate office machinery as required
• Ability to type with speed and accuracy
• Ability to key numerical data with speed and accuracy
• Ability to see, read, and comprehend writing and computer printouts in English
• Ability to operate office equipment such as a telephone, cash register, computer, calculator, copy machine, and postage machine
• Ability to work full-time with regularly scheduled hours
• Ability to control one's behavior when encountering stressful situations, such as irate, abusive, or loud customers or when encountering necessary deadlines
• Ability to demonstrate proficiency in handling cash transactions accurately and securely

• Ability to hear and comprehend conversation spoken in English
• Ability to sit for long periods of time
• Ability to see, read, and comprehend writing and computer printouts in English
• Ability to print and write cursive letters, numbers and words legibly in English
• Ability to lift and carry materials not to exceed 20 lbs
• Ability to stand for periods of time not to exceed 30 minutes at one time
• Ability to stoop, kneel and reach overhead for books or paper

• 100% City‑paid medical insurance for employee only; coverage available for family
• Health Insurance opt‑out incentive for employees with other medical coverage
• Dental
• Vision
• Life Insurance in the amount of 1 times your annual salary
• Additional life insurance to include coverage for your spouse and child(ren)
• Short‑term disability
• Long‑term disability
• Flexible Spending and Dependent Care Account
• Employee Assistance Program
• Wellness Program
• 457 Deferred Compensation
• Retirement Plans (FRS, local plan for Police and Fire personnel)
• Paid Holidays
• Tuition Reimbursement

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