Customer Service Representative II (Aviation)

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About the role

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.

Responsibilities

• Receives, discusses, analyzes, and responds to walk-in inquiries from customers regarding water and sewer accounts, parks’ reservations, policy or procedural concerns, or other customer service requests.
• Monitors and handles call center calls, ensuring customer service representatives perform interactions professionally.
• Updates customer accounts and records to determine if an application for service should be accepted, service discontinued, or if meter inspection and replacement are needed; ensures accuracy of customer accounts and identifies delinquent accounts or when fines and arrest warrants should be canceled.
• Researches and initiates investigations of misapplied payments or billing complaints to determine causes and offer resolutions; detects and corrects errors on customer accounts, including determining adjustments for accurate billing.
• Receives, verifies, and counts currency, checks, and money orders for payment of water bills, traffic tickets, and court bonds; issues receipts for transactions.
• Endorses checks, prepares total collections for deposit, makes cash refunds, and balances journals according to policy and procedure.
• Investigates problems, gathers and analyzes information to advise the public and resolve issues in compliance with city ordinances and regulations; assists attorneys, collection agencies, and city departments with requested information.
• Performs any other tasks as needed or assigned.

Requirements

• High school diploma or GED.
• Three (3) years of customer service experience involving heavy phone/contact, cashiering, data entry, analyzing accounts, and/or complaint resolution.
• An associate degree (or higher) plus one (1) year of the required experience will meet the education and experience requirements.
• Must pass a Transportation Security Administration (TSA) background check.
• Must have a valid government-issued photo ID.
• Availability to work varying shifts, including days, evenings, nights, weekends, and holidays.

Additional Requirements (for DPD roles)

• Must be available to work varying shifts, including nights, weekends, holidays, and overtime in a 24/7 operation.
• Subject to working in inclement weather conditions.
• Must pass an intensive background investigation and drug test.
• No felony or Class A misdemeanor convictions.
• No Class B misdemeanor convictions within the last ten (10) years.
• No family violence convictions.
• Cannot currently be on deferred adjudication for any felony, Class A, or Class B misdemeanor.

Skills

• Knowledge of professional customer service and call-taking skills.
• Ability to determine concerns and service requests and identify courses of action.
• Ability to interpret ordinances, codes, and departmental policy.
• Ability to communicate effectively, both orally and in writing.
• Ability to interact tactfully with employees and the public.
• Ability to prepare clear and concise reports.
• Skill in establishing and maintaining effective professional relationships.

Pay

The starting salary range is $21.50 - $22.33 per hour; the amount offered will depend on qualifications.