Customer Service Float

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in this document are representative of the knowledge, skill and/or ability required. The City of Greenfield provides reasonable accommodation to qualified employees and applicants with known disabilities who require accommodation to complete the application process or perform essential functions of the job, unless the accommodation would cause an undue hardship. Incumbent primarily serves as a Customer Service Representative for the Utility Departments. Occasionally, incumbent will float to other Utility Departments or Mayors Office to provide back-up reception, phone coverage and administrative assistance or support to facilitate the smooth operation when primary assistant is out of the office. DUTIES: Answer telephone and greet visitors, determine nature of call/visit, and route to appropriate personnel and/or takes appropriate measures. Create service orders and assist customers in initiating and/or terminating services, provide information and aid in properly completing and filing forms. Assist with processing customer account payments through Payments & Readings and Cash Register, includes retrieving payments from the drop box and opening daily mail Routine accounting work processing the receipt of customer payments via mail, in person and online and the posting of cash receipts utilizing utility software, invoicing and accounts receivable documentation, maintenance and reconciliation. Work with colleagues to help plan and implement online marketing to drive community engagement. Source and produce engaging content to ensure social media channels are up to date. Proof read, gain approval for and post content submitted for social media posts. Cooperatively work with other staff members to solicit content for social media posts. Cross-train and provide back up for others in the Customer Service Department when needed. Assist other Utility Departments as necessary answering phones and directing calls to appropriate individuals, greeting customers, and other clerical tasks. Assist in defining most important social media Key Performance Indicators. Stay up to date with the latest social media best practices and technologies. Use social media marketing tools to assists Customer Service Manager with other related duties as needed. Assist in the development, implementation and management of our social media strategy through competitive research, platform determination, benchmarking, messaging, and audience identification. Generate, edit, publish and share daily content (original text, images, video or HTML) that builds meaningful connections and encourages community members to take action. Set up and optimize utility pages within each platform to increase the visibility of utilitys social content.