Customer Service Representative

About the role

This position provides customer service in person, by phone, and via email in a fast-paced environment. The Revenue Services Division acts as the central cashiering office for the City and provides customer support for Parking Services.

Responsibilities

• Perform a variety of duties, including typing, proofreading, billing, checking, filing, record keeping, sorting and retrieving documents and records, mail/correspondence, maintaining alphabetical, index, and cross-reference files;
• Fold, staple stuff and bind a variety of materials for bulk mailings;
• Maintain general mailing lists, registration and other information;
• Represent the City and the department to the public, callers, and visitors in a professional and effective manner over the telephone and at a public counter;
• Take and respond to a high volume of phone calls;
• Follow general customer service policy and procedure;
• May act as receptionist;
• Provide information on department and division policies and procedures;
• Receive and respond to customer inquiries;
• Screen calls, take messages and complaints, refer customers to appropriate persons regarding services and accounts, and department business lines, including fees, licenses, permits and billing information;
• Provide follow-up on inquiries from the public or staff;
• Refer or assist in the resolution of problems;
• Utilize various systems to locate information, retrieve, research and review;
• Find out the status of accounts and conditions;
• Create or make adjustments to service requests;
• Create or make adjustments on property/parcels;
• Research and verify correct lot splits, lot mergers, and lot line adjustments;
• Update accounts to provide accurate billing information;
• Update systems and run reports of various computer systems;
• Research and establish correct ownership, change ownership information and deed date;
• Generate inspections;
• Process service records and repair orders received from field crews;
• Operate 2-way radio or other telecommunication device;
• Perform non-safety radio dispatch in order to dispatch field staff, equipment or vehicles to locations as needed;
• Prioritize calls;
• Obtain and record information and keep radio contact with field personnel;
• Receive payments, make change, issue receipts and print-out account statements for permits, licenses, citation transactions, taxes and service accounts;
• Issue, receive, type and process various applications, license, permits and other forms;
• Input debit applications and cancellation information to customer accounts;
• Issue refunds, notices and other related documents and information within established procedures;
• Update service accounts, permit, license and citation information systems;
• Receive, open and process mail containing fees for various City services, including licenses, permits, citation payments, and utility payments;
• Process outgoing correspondence and credit card payments;
• Gather information from customers and complete appropriate property/parcel forms necessary to establish and stop services;
• Adjust and reconcile records and billing as necessary to reflect changes in service;
• Verify accuracy, waive penalties, and may perform collection efforts on delinquent accounts for City services, fees, licenses, permits and taxes;
• Operate standard office equipment such as telephone, calculator, typewriter, teletypewriter (TTY)/ telecommunications device for the deaf (TTD), personal computer, facsimile machine, microfiche and microfilm readers, remittance processors, money counting machines, electronic cash registers, adding machine, and other office equipment;
• Perform notary services;
• Aid in the training of other employees.

Qualifications

• Knowledge of: English usage, spelling, grammar, and punctuation.
• Proper public and telephone contact practices.
• Basic financial record keeping procedures and methods.
• Methods and equipment used in processing payment and other fees.
• Modern office practices, procedures and equipment, including filing systems.
• Basic mathematical principles and procedures.
• Assessing maps, as assigned including geographic information systems (GIS), parcel, subdivision, etc.
• Computer operations, including computer software applications and other specialized business applications.
• Organization, procedures and operating details of City department to which assigned.

Skills

• Computer keyboard, typewriter and 10-key calculator.
• Working as part of a team.
• Phone skills and diplomacy.
• Computer and Internet searches.
• Ability To Exercise tact, judgment and patience in dealing with the public, staff and client departments.
• Be flexible with changes in policies and procedures.
• Work under pressure.
• Operate standard office equipment, including adding machine, personal computers, 2-way radio and other office equipment.
• Interpret and apply City regulations and procedures as applicable to billing, fees and collections.
• Learn the organization, procedure and operation details of the City.
• Use a variety of business software applications in order to complete assigned duties in a timely manner.
• Use good judgment in the application of City policies, regulations and procedures.
• Work any shift, including weekends and holidays is mandatory for some assignments.
• Maintain appropriate records and reports.
• Type at a speed of not less than 35 net words per minute.
• Perform mathematic calculations.
• Understand and follow oral and written instructions.
• Work with minimal supervision.
• Speak clearly and concisely.
• Perform notary services.
• Work with a diverse group.
• Establish and maintain effective working relationships with those contacted in the course of work.
• Perform concurrently multiple customer service related duties.