Customer Service Specialist

Job Title

Under close supervision, this job classification initiates, terminates, and transfers City Water Department account services; processes payments, and resolves customer billing issues for the Finance Department.

Essential duties and responsibilities may include, but are not limited to, the following:

• Provides customer service, information and assistance to customers.
• Resolves problems within the scope of authority using knowledge of the City Ordinances and the policies of the Finance, Utilities, and Public Works Departments.
• Answers calls and emails; gathers details, prioritizes calls for service and determines appropriate personnel to respond; dispatches field personnel pertinent to the information gathered; provides immediate information and assistance as needed.
• Opens and closes accounts; adjusts customer accounts in compliance with all applicable policies, rules and regulations.
• Performs clerical duties, including data entry, filing and record keeping.
• Performs basic math calculations; processes payments; balances and maintains cash drawer; prepares cash reports and deposits.
• Exercises initiative, independent analytical and evaluative judgment, and knowledge of the operations of the work group, to resolve problems and make work process decisions; refers matters requiring policy interpretation to the supervisor for resolution.
• Supports the relationship between the City and the public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and City staff; promotes the City goals and priorities, vision, values and complies with all City policies and procedures.
• Maintains absolute confidentiality of work-related issues and City information; performs other duties as required or assigned.

Minimum qualifications:

• High School Diploma or GED equivalent.
• Customer Service (preferred) OR an equivalent combination of education, training, and experience.
• Bilingual English/Spanish required.

Knowledge of:

• City organization, operations, policies, and procedures.
• State and Federal laws and City policies.
• Proper phone and writing etiquette.

Skill in:

• Operating a personal computer utilizing standard and specialized software.
• Operating a busy phone line to answer calls, listen to voicemails, and return messages.
• Following money handling and bookkeeping procedures and methods.
• Understanding and communicating verbal and written information in standard English; entering data, and typing.
• Problem solving techniques.
• Providing effective customer service and dealing tactfully and courteously with customers.

License and certification requirements:

A valid U.S. Driver's License is required.

Physical demands and working environment:

Work is performed in a standard office environment; it may be required to bend, reach, stoop, and lift objects up to 30 pounds.