Customer Service Representative

Provides customer service assistance to all utility billing and sales tax customers in a high volume phone and walk-in environment. Ensures business are in compliance with business license and sales tax requirements.

NOTE:  This posting will close April 28, 2023 or upon receiving fifty (50) applications, whichever occurs first.

1. Provides customer information, responds and resolves difficult and sensitive inquiries and concerns from citizens and other agencies regarding charges, delinquencies, refunds and services for water, sewer and sanitation services both on the phones and all walk-in customers; responds verbally or in writing to complaints relating to billing policies and procedures.
2. Handles new customer accounts by accepting applications for utility services and sales tax and/or business licenses; reviews applications for accuracy and completeness; processes new accounts and updates the system.
3. Analyzes and educates customers in the areas of sales tax, water consumption, sewer calculations and troubleshoots high usage complaints.
4. Analyzes customer account information for payment options, payment arrangements on delinquent utility accounts.
5. Accepts and processes utility payments over the phone and utility, sales tax and miscellaneous receipts in person.
6. Open and closes utility accounts and prepares appropriate work orders for the Field Customer Service department.
7. Researches municipal billing or sales tax databases to obtain account information for billing discrepancies, proper payment posting or determining action to be taken on delinquent accounts and submits required miscellaneous, financial adjustments. 
8. Advises license applicants and tax code violators of ordinance regulations and license requirements; disburses appropriate license applications.
9. Reviews and inputs sales tax returns, applications and statement of accounts which include a high volume of data entry.
10. Provides taxpayer information to audit staff for possible audit leads.
11. Reviews laws, ordinances, code and policies to verify taxability, classify license types and authorize deduction allowances: educates businesses about licensing requirements and sales tax responsibility; assists customers in completion of forms and reconciliation.
12. Receives deposits, counts and verifies totals, enters into iNovah cash receipts system, prepares treasurers receipts and prepares deposits for various city accounts; posts cash receipts from internal and external sources into iNovah cash receipts system.
13. Balances cash drawer; prepares and reconciles daily deposits, cash and fund-department-account entry; prepares deposit for armored car transport; may also include processing waste disposal transactions, processing and scanning utility billing and sales tax remittances and batch balancing.
14. May assist with training of new employees, and cross trains in equivalent areas of the department.
15. Regular and predictable on-site attendance required.
16. Performs other related duties as assigned.

Two years of customer service experience involving financial transactions including face-to-face customer contact and working in a high volume call center.

Knowledge of: 
City licensing ordinances, City and State tax codes
General business operation, accounting and municipal billing systems
Customer service principles
Relational data base systems
Use of personal computers and various software applications
Modern office practices, procedures and equipment

Ability to:
Interpret and apply codes statutes and policies and procedures
Effectively communicate verbally and in writing
Influence, negotiate and defuse difficult situations
Use tact and discretion when dealing with the public
Establish and maintain effective working relationships with businesses, City staff and the public
Exercise judgment in prioritizing and processing payment transactions
Prepare and maintain complete and accurate financial records and files
Make mathematics calculations with speed and accuracy
Follow oral and written instructions and standing procedures

Any equivalent combination of training and experience that provides the required knowledge, skills and abilities is qualifying.

Success Factor Classification Level - Foundational
 

Success Factors	Definitions	Classification Levels
Personal Accountability & Integrity	Takes personal responsibility for the quality and timeliness of work and in complying with organizational rules, policies and procedures. Earns others’ trust and respect through consistent honesty and professionalism.	Foundational, Professional/Supervisory, Managerial, Executives
Teambuilding & Collaborative Relationships	Inspires and fosters team commitment, spirit, pride and trust; develops cooperative working relationships with others.	Foundational, Professional/Supervisory, Managerial, Executives
Effective Communication	Conveys information respectfully, credibly, and effectively.	Foundational, Professional/Supervisory, Managerial, Executives
Continuous Learning & Development	Assesses and recognizes own strengths and weaknesses; takes initiative in pursuing self-development and learning to expand skills and increase knowledge.	Foundational, Professional/Supervisory, Managerial, Executives
Commitment to Service Excellence	Strives to excel in meeting the needs of both internal and external customers in a fair and equitable manner. Delivers high-quality services with a commitment to continuous improvement.	Foundational, Professional/Supervisory, Managerial, Executives
Innovation	Applies original thinking in approach to job responsibilities and to improve processes, methods, systems or services.	Foundational, Professional/Supervisory, Managerial, Executives

Working Conditions
Office setting. Work may involve extensive standing
Exposure to hostile, irate, and sometimes threatening individuals over compliance issues in a fast paced environment

 

Salary : $36,899 - $55,349