Customer Resources Specialist

About the role

The purpose of Customer Resource Specialist (CRS) is to collect and process public and in-house requests for information, revenues, payments, and account set-up. In addition, the CRS is to accept calls in the Call Center, which provides citizens with a single point of contact for all non-emergency and utility-based service calls.

Responsibilities

• Answers incoming requests in a friendly manner, responds to broad questions and takes complaints from the general public; inputs and/or logs information received into the call center’s communications and computer equipment; directs requests to the appropriate department for further action.
• Performs follow-up on a variety of requests for information or public complaints as directed; provides general information of City operations; refers inquiries to other sources as required; assists users with password resets.
• Operates credit card machine, registers/cash-drawers, computer and telecommunication equipment; performs related routine clerical work; refers technical operation problems to appropriate personnel.
• Provides proactive support for internal and external customers. Assists with other Customer Care duties, such as special projects, training responsibilities or other similar tasks as assigned.
• Recommends and supports the City’s policies and procedures. Refers to department operating procedures, administrative policies and procedures, regulations and standards, reference manuals and sources in performing assigned job duties; attends meetings, seminars and training sessions to remain knowledgeable of departmental operations and to promote improved job performance.
• Uses prescribed telephone etiquette as well as in person and follows customer service procedures; must be courteous to citizens and employees.
• Supports the core values of the Customer Care Department to include honesty and integrity; respect and compassion for all persons; first and foremost priority of serving customers, responsiveness and accountability to those served, and pursuing excellence in all endeavors undertaken; exhibits behavior that shows courtesy, decency, and respect to all persons; displays a caring, helpful, and friendly attitude; takes pride in doing a good job; maintains a positive and cooperative attitude; is sensitive to creating and maintaining positive public perceptions; is eager and willing to serve; continually seeks to improve performance; looks for better ways to serve the public; welcomes accountability, and fosters a positive team spirit.
• Obtains and verifies information and inputs data into computerized system for service requests/work orders; reviews, modifies, or corrects call information; documents all contact with customers on customer accounts.
• May be required to work on various shifts and overtime.
• Accurately records amounts received and issues proper receipts.
• Prepares daily deposits, balances drawer, files daily transactions, keys in batches and post transactions.
• Prepares the daily cash report; makes and/or prepares deposit slips in preparation for delivery to the bank.
• Performs other duties as assigned.

Requirements

• Associate’s degree preferred with a minimum of 18 months experience or equivalent experience in a customer service, cash handling, ten key and call center operation or any equivalent combination of education, training and experience which provides the required knowledge, skills and abilities for this position.

Skills

• Knowledge of modern office procedures and practices
• Knowledge of general cash handling practices
• Knowledge of City ordinances, policies and procedures
• Knowledge of computerized systems for maintaining financial records
• Ability to provide customer service to the public
• Ability to perform basic mathematical calculations
• Ability to communicate orally and in writing
• Ability to maintain accounting and clerical records and prepare reports
• Ability to work independently and as a team

Qualifications

• Knowledge of modern office procedures and practices
• Knowledge of general cash handling practices
• Knowledge of City ordinances, policies and procedures
• Knowledge of computerized systems for maintaining financial records
• Ability to provide customer service to the public
• Ability to perform basic mathematical calculations
• Ability to communicate orally and in writing
• Ability to maintain accounting and clerical records and prepare reports
• Ability to work independently and as a team

Benefits

• Paid Holidays
• Vacation Leave
• Sick Leave
• 457b Supplemental Retirement (Deferred Compensation Plan)
• Long and Short-Term Disability
• Direct Deposit
• Employee Assistance Program
• Life Insurance
• Pension Plan
• Medical
• Dental
• Vision
• Flexible Spending Account
• Dependent Care - Flexible Spending Account

Pay

N/A

Schedule

N/A