Customer Service Representative , II or Senior

Employer Values

At the City of Plano, our values make us who we are and guide us as we SERVE our city. As members of Team Plano, our organizational Values (what is most important to us) make up the acronym, SERVE (Stewardship Engaged Respectful Visionary Excellence).

Job Title: Customer Service Representative I, II or Senior

Job : 226082

Location: Financial Administration

Employment Type: Full-Time, Regular

Salary Range: Minimum $18.813732, Maximum $26.339226 (Hourly)

Target Annual Rate: I: $35,055; II: $38,654;
Senior: $42,612

Preferred: Ability to speak Spanish.

Summary of Duties: Under close supervision, the Customer Service Representative I is responsible for entering department's data into computer system, collecting public funds, investigating public inquiries and ensuring accurate account maintenance.

Distinguishing Characteristics: This is the entry-level classification in the Customer Service Representative series. The incumbent follows routine procedures and guidelines in the application of prescribed duties and works under close supervision with work frequently reviewed by a superior. This classification is distinguished from the Customer Service Representative II in that the latter performs more complex technical duties requiring a higher level of knowledge and skill.

• Responds to all types of inquiries from the public, in person and on the telephone; addresses questions and problems presented by citizens to a satisfactory conclusion, either by resolving personally or referring the issue to a supervisor for handling.
• Processes and maintains work orders
• Collects and processes payments; documents and maintains records of payments collected; contacts customer with past due fees; monitors the status of delinquent accounts until balances are paid.
• Coordinates and schedules services for customers.
• Enters appropriate departmental data into the computer system; searches for records of materials in the computer system.
• Composes, edits, and types correspondence, memos, reports, charts, and other documents.
• Establishes, maintains, and updates department files in accordance with retention policies.
• Receives and signs for deliveries; prioritizes and distributes mail to proper staff.
• Regular and consistent attendance for the assigned work schedule is essential.

• Performs other duties as assigned.

Typical Decisions: The incumbent answers questions from citizens regarding department procedures, using prudent judgment in the communication of alternatives. Answers phone calls and determines appropriate action to take. Receives payments from customers for processing directly into the Cash Receipts System. May monitor collection activity on delinquent accounts and determine next actions to take.

Knowledge of: Policies, procedures, and activities of municipal operations; general office procedures; phone and customer service etiquette; problem solving and negotiation methods and techniques; cash handling procedures and practices.

Skill in: Communicating effectively both verbally and in writing; providing courteous customer service; operating a personal computer and standard office equipment; completing basic mathematic calculations.

Education: High school diploma or GED equivalent.

Experience: Six (6) months of previous customer service or general office experience.

Any work related experience resulting in acceptable proficiency levels in the above Minimum Qualifications is an acceptable substitute for the above specified education and experience requirements.

Licenses and

Certifications:

None.

Conditions of Employment: Must pass a drug test, criminal history background check, periodic CJIS background check (for positions requiring access into Police buildings), and social security number verification check.

Summary of Duties: Under basic supervision, the Customer Service Representative II is responsible for answering incoming calls for the department, entering department's data into the work management system, collecting public funds, investigating public inquiries and ensuring accurate account maintenance.

Distinguishing Characteristics: This is the journey-level classification in the Customer Service Representative series that follows diversified procedures and implements processes to accomplish end results, within guidelines. Immediate supervision is available upon request. This class is distinguished from Customer Service Representative, Senior in that the latter is a higher-level class in the series that performs more complex technical, investigative, and supervisory duties requiring a higher level of knowledge and skill.

• Enters appropriate departmental data into the computer system and searches for records of materials in the computer system.
• Responds to all types of inquiries from the public, in person and on the telephone, and bring all questions and problems presented by citizens to a…