Customer Service Representative II

JOB SUMMARY

This position performs specialized duties in support of the city’s collections of overdue accounts.

The Finance Director assigns work in terms of general instructions. The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the results.

Guidelines include city ordinances, state collection laws, and city and department policies and procedures. These guidelines are generally clear and specific but may require some interpretation in application.

• The work consists of no supervisory duties. The unique nature of customer complaints contributes to the complexity of the position.
• The purpose of this position is to be responsible for resolving overdue bills and collecting payments. Success in this position helps ensure the efficient and effective collection of utility and tax payments.

• Contacts are typically with co-workers, other city personnel, business owners, customers, and members of the public.
• Contacts are typically to provide services, to give or exchange information, to motivate people, or to resolve problems.

• The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, walking, bending, crouching, or stooping. The employee occasionally lifts light objects and distinguishes between shades of color.
• The work is typically performed in an office.

This position has no supervision over assigned personnel within an area, department, or unit.

• Associates degree required; and
• More than two years of related experience required; or
• Any equivalent combination of education, experience, and training which provides the knowledge, skills, and abilities to perform the work.