Job Details
Customer Service Representative Location: 400 Boardman Avenue Category: Customer Service Position Summary Under the direct supervision of the City Treasurer/Finance Director, provides general departmental support, with emphasis on positive public/customer relations, serves as primary contact for citizen inquiries by email, telephone, and in person. Performs work of moderate difficulty related to sharing information/answering questions, recording and processing billing, cash handling, financial and routine accounting, support services, and record maintenance. Position Description Customer Service Representative Job Responsibilities
This job description should not be construed as an exhaustive list of duties and responsibilities performed by persons assigned to this classification. It is not intended to limit or in any way modify the right of any supervisor or manager to assign, direct and control the work of employees under his/her supervision. All principal duties and responsibilities of this position are essential functions of the position. Job descriptions are reviewed on a regular basis and may be revised at any time. Revisions will be communicated to employees within the classification. This job description does not constitute a contract of employment.
1. Performs job duties adequately, accurately, and properly; follow personnel and department policies and operating procedures; show respect, tact, and courtesy in dealings with coworkers and the general public; maintain positive and effective working relationships with staff; act in a safe manner and follow the Citys safety procedures at all times.
2. Performs a variety of clerical accounting duties, including collecting fees for utility billing, taxes, special assessments, and all other revenue due to the City, processing appropriate receipts and posting transactions.
3. Assists customers/citizens via telephone, email, and in-person in answering inquiries, assisting with utility activation/terminations, explaining details regarding billings for taxes, utilities, and other city invoices, and resolving customer issues.
4. Performs accurate work associated with daily/monthly reconciling of receipts and preparation of supportive documentation on a daily/monthly basis in reconciling receipts from subsidiary programs to the general ledger. Prepares daily bank deposits and coordinates the electronic submission of customer checks.
5. Coordinates daily utility work orders with other departments to ensure accurate/timely completion of work performed.
6. Audits daily/weekly/monthly billing data, maintains utility billing system files, and serves as utility billing clerk back-up. Assists utility collections clerk with clerical duties such as printing, sending computer-generated notices, creating mail merge files for letters as required by ordinance, and assisting with mailings as the need arises.
7. Coordinates daily/monthly activity with lockbox accounts and monitors and processes exceptions on a daily basis. Answers routine customer/citizen inquiries.
8. Gathers, assembles, tabulates, proofs, extends, balances, summarizes, and posts fiscal and related data; makes involved mathematical computations (including calculating interest and manually calculating customer billings).
9. On a daily basis, picks up and processes all city mail; processes payroll checks for distribution, maintains control of petty cash distribution and reconciling.
10. Provides accounting and administrative back-up.
11. Uses a variety of office machines including, but not limited to a computer, copy machine, check imaging machine, scanner, and calculator.
12. Utilizes various computer applications and software packages; enters and maintains data; generates reports from a database or network system; creates documents using word processing or spreadsheet software.
13. Assists with department records retention processes as assigned. Maintains organized work records and area.
14. Performs related departmental/clerical/administrative support work as required.
Minimum Qualifications
Knowledge of:
* Knowledge of and ability to interpret basic accounting and banking practices.
* Working knowledge of and ability to accurately perform basic office procedures.
* Knowledge of and ability to use a computer to prepare reports, maintain records, search for and compile data.
* Knowledge of and ability to use the following software: Microsoft Office: Word, Excel. Google Suite: Email, Calendar, Hangouts, Meet; BS&A Modules
Skills and Abilities to:
* Ability to coordinate and accurately manage multiple tasks.
* Working skill in performing mathematical computations rapidly and accurately.
* Working skill in learning and following accounting and billing clerical procedures.
* Ability to detect errors, determine cause and make corrections.
* Ability to problem solve and to think critically.
* Proficient in Microsoft Office, 10-key calculator/similar methods, and computer skills including using multiple computer monitors.
* Proficiency in grammar, spelling, punctuation, and mathematical functions such as addition, subtraction, multiplication, division, percentages, ratios, etc.
* Ability to consistently demonstrate sound ethics, good judgment and confidentiality of information.
* Ability to establish and maintain positive and effective working relationships with staff and represent the Department/City in a positive, courteous, professional and friendly manner with all internal and external customers at all times.
Education, Training and Experience:
* High School Diploma or equivalent, with additional applicable related course work as necessary to maintain ability and skills
* A minimum of three years of related experience.
Licensing and Other Requirements:
* none
Residency Requirement Residency requirement: 20-mile radius from nearest City limit within one year of hire date.
Collective Bargaining Unit This is a union position, please review the current Collective Bargaining Agreement on the City's Website:
Submission Requirements Please complete the application and include your references. Also required, please attach a cover leter and updated resume.