What are the responsibilities and job description for the Customer Service Representative II position at City of Las Cruces, NM?
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FIRST CONSIDERATION MAY BE GIVEN TO CURRENT CITY EMPLOYEES WHO MEET ALL MINIMUM REQUIREMENTS
Meeting or exceeding the minimum qualifications does not guarantee an invitation to participate in the process.
This recruitment process may be used to fill vacancies in various City of Las Cruces departments.
Full-Time; Regular; Non-Exempt
This position is graded RN07.
- Provides direction and training to staff to ensure established processes are followed; reviews work to verify accuracy, completeness, and compliance to codes, regulations, and procedures; reviews, maintains, and updates records in various automated systems, formats, and software for accuracy to ensure data integrity and adherence to internal controls, practices, and policies.
- Provides customer service, responds to questions and requests for information, explains policies and procedures as authorized to maintain customer relations; refers matters requiring policy interpretation to supervisor for appropriate action and resolution; conducts account research to provide responses to complex customer services issues.
- Creates and updates appropriate accounts, processes various transactions, receives and records payments, completes necessary forms for utility services, determines and assesses correct security deposits, resolves various problems regarding utility bills as authorized and in accordance with established policies and procedures.
- Calculates and prepares adjustments and notations to customer's account, subject to supervisor review and approval; performs daily reviews of receipts and reconciles financial transactions to ensure accuracy and compliance with policies, procedures, and regulations to meet established goals and reporting requirements.
- Performs research and prepares and presents various special and recurring reports to ensure effective, accurate, and timely communication of information; communicates and distributes applicable information to appropriate staff; provides recommendations to assist in the development and implementation of processes and procedures.
- Performs a variety specialized research and recordkeeping activities and assists with special projects as required; performs administrative support functions which may include time keeping functions, and generating, maintaining, and filing records.
General knowledge of: principles, practices, and techniques of recordkeeping, records and file management, and basic accounting; effective customer service and problem resolution techniques; methods and standards for preparing business correspondence; business English, spelling, and grammar; basic and specialized personal computer applications; modern office practices and procedures; mathematical aptitude and cashiering; business and personal computers and related software; City organization, operations, policies and procedures to successfully meet established goals and objectives.
Ability to: resolve customer service issues; communicate appropriately, clearly, and concisely, orally and in writing; act calmly, rationally, and tactfully in carrying out duties and responsibilities; assess and prioritize multiple tasks, projects, and demands to meet critical deadlines and provide timely and effective customer service; perform a variety of duties and responsibilities timely and with accuracy to meet time-sensitive deadlines and to ensure achievement of goals and objectives; maintain confidentiality of sensitive information and data; establish and maintain effective and appropriate working relationships with staff and the public; read, understand, and interpret policies, procedures, rules, and regulations; firmly and impartially lead and direct the activities of staff; research and compile applicable information and maintain accurate records; prepare and present accurate and reliable reports containing findings and recommendations; review documents and extract relevant information; use initiative and independent judgment within established procedural guidelines.
Skills in: analyzing issues, evaluating alternatives, and making logical recommendations based on findings to address customer, and operational, issues; communicating effectively with employees and the public; reviewing, evaluating, and verifying financial records, mathematical calculations and account documentation; updating financial information, maintaining accurate records, and identifying and reconciling errors; using sound judgment in applying established guidelines to solve work problems; working independently and using initiative; reading and interpreting rules and regulations; operating standard office equipment and a personal computer with installed generic and specialized software; preparing and presenting information in a clear and concise manner.
Salary : $17 - $0
