Customer Service Representative

JOB TITLE: Customer Service Representative

DEPARTMENT: Administrative Services Department

DIVISION: Customer Services Division

SALARY: $39,962.00 yearly/ $19.2125 hourly

CLOSING DATE: Until filled

Job Summary/Scope

Accomplishes billing, collection and customer service activities for sewer users, special assessments, business and liquor licenses, public parking ticket and parking permit fees and other licenses/permits as assigned. Emphasizes quality customer service and maximum revenue collections. No supervisory or budgetary responsibilities.

Essential Duties and Responsibilities

• PROCESSES and RESPONDS to customer service questions in person, online and over the phone for sewer user fees, parking fines, special assessments, taxes, business licensing and permit fees.
• DIRECTS citizens to appropriate departments/division if responsibility resides outside their department/division.
• PERFORMS payment data entry and cash balancing for variety of fees and fines, including sewer user fees, parking fines, business licenses, and permits and enters into the financial and permitting software.
• PROCESSES real estate updates.
• CONFERS with the County and title company officials to verify accuracy of real estate records including tax liens, tax sales and other related information. UPDATES ownership records when provided detail from Buchanan County Assessor.
• PROCESSES and UPDATES mail correspondence, UPDATING mailing addresses within software Accela and Springbrook programs, and resending billing and collection documents as needed.
• ASSISTS Building Development Division with annual license and permit renewal processes. PERFORMS deposit balancing and data entry function of mail received into Springbrook Software.

Other Duties and Responsibilities

PERFORMS all other related duties as assigned.

Employee Behavior and Conduct

City employees shall conduct themselves in a professional manner and shall exhibit and extend such professional conduct appropriate for the circumstances to those with whom they come into contact both internally and externally during the performance of their duties. Examples of professional conduct include, but are not limited to, being communicative, informative, fair, honest, and respectful.

Required (Essential) Knowledge, Skills and Abilities

• Knowledge of general clerical and office procedures and practices.
• Knowledge of the procedures used in maintaining computerized billing and accounts receivable records.
• Knowledge of real estate and procedures for issuing permits and licenses.
• Strong interpersonal and customer service skills.
• Effective written and oral communication skills including drafting and typing of correspondence and reports.
• Good listening and problem-solving skills.
• Experience in Microsoft Access, Word and Excel preferred.
• One-year prior experience in general office, customer service, collections, accounting, or related field required.

Material and Equipment Directly Used

Uses a variety of office equipment including personal computers and auxiliary devices such as printers, copiers, 10-key adding machine, facsimile, telephone, and other related office equipment. There may be times when use of personal vehicle may be required.

Working Environment/Physical Requirements

Most work is performed in an indoor office setting with a controlled environment. Seldom need to lift more than 10 to 20 pounds. Work involves walking, bending, stooping, and reaching. Requires prolonged sitting and working at a computer terminal. Work involves oral communication using telephone or in person. Some overnight or day travel may be required for business purposes. Vacation and other leave scheduling shall be requested of, and approved by, the appropriate supervisor.

Education

High school diploma or equivalent required. Associates degree or additional educational training desirable.

All applicants must pass a drug screening and criminal background check prior to employment.

Any job offer made by the City is contingent upon the applicant passing the drug screening and background check.

AN EQUAL OPPORTUNITY EMPLOYER

The City is a governmental entity subject to Section 504 of the Rehabilitation Act of 1973,

which requires that otherwise qualified handicapped individuals be protected from discrimination.