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Position Purpose
The Customer Service Representative II provides customer service and information for inquiries on various city services demonstrating judgment and independent decision-making, to resolve citizen complaints or answer requests
Essential Functions
1 Receives, discusses, analyzes, and responds to walk-in inquires from customers regarding various customer
service areas such as water and sewer accounts, parks’ reservations, policy or procedural concerns, or any other customer service requests.
2 Monitors and handles the call center calls and ensures customer service representatives are performing customer interactions professionally.
3 Updates customer accounts and records to determine if an application for service should be accepted, service should be discontinued, or if meter inspection and subsequent request for meter replacement is needed; ensures the accuracy of a customer account and identifies delinquent accounts or when fine and arrest warrants should be cancelled.
4 Researches and initiates investigations of misapplied payments or billing complaints by customers to determine the cause of a problem and offer resolutions; detects and corrects errors or problems on customer accounts including determining the type of adjustment to be made to ensure accuracy in billing of customer accounts.
5 Receives, verifies, and counts currency, checks and money orders for payment of water bills, traffic tickets, court bond, and issues receipts of payment to effectively process money transactions.
6 Endorses checks and prepares total collection for deposit, makes cash refunds, and balances journal according to policy and procedure showing total funds received and disbursed for the day.
7 Investigates problems and gathers and analyzes information to advise the public and resolve problems in compliance with city ordinances and regulations; assists attorneys, collection agencies, and city departments with information requested.
8 Performs any and all other tasks as needed or assigned.
Minimum Qualifications
EDUCATION:
High school diploma or GED.
EXPERIENCE:
Three (3) years of customer service experience requiring heavy phone/public contact which involved cashiering, data entry, analyzing accounts and/or complaint resolution.
EQUIVALENCY:
An associate degree (or higher) plus one (1) year of the required experience will meet the education and experience requirements.
OTHER REQUIREMENT(S):
Must pass Transportation Security Administration (TSA) background check.
Must have a valid form of government-issued photo identification.
Availability to work varying shifts including days, evenings, nights, weekends, and holidays.
Subject to working in inclement weather conditions.
PREFERENCE(S):
Spanish/English bilingual skills preferred.
PC/data entry skills.
Effective written communication skills.
Aviation – Love Field Airport: Customer service experience in an airport is preferred. Experience working in Lost & Found or Transportation Regulation for a city department is preferred.
Supplemental Information
The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.
For evaluation purposes, acceptable qualifying experience for all positions must have been in a paid capacity unless noted otherwise in the minimum qualifications for the posted position.
Additionally, 30+ hours per week will be counted as full-time employment and will receive full credit for the amount of time employed. A minimum of 15 through 29 work hours per week will be counted as part-time employment and will receive half credit for the amount of time employed.
Working Conditions & Hazards:
- Work performed under normal office conditions.