Customer Service Specialist

Summary

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 functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer.

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.

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

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

• 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.

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

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