Instructor I or II-Pickleball Part Time

About the role

The primary responsibility of this role is to perform customer service duties for the Customer Billing organization of the Water Department, including responding to phone, walk-in, written, and electronic customer inquiries.

Responsibilities

• Initiates and maintains customer accounts
• Responds to all types of customer inquiries either in person, over the telephone, via correspondence or over the internet via e-mail
• Makes collection arrangements with customers based on their credit history
• Researches and makes billing adjustments to customer accounts based on individual circumstances
• Explains Water Department policies and procedures to customers and staff
• Researches customer inquiries, initiates proper action and updates the CIS system to reflect the action taken
• Accurately processes and takes the appropriate action on all incoming mail
• Reviews City and county records to determine proper mailing addresses for customer accounts
• Reviews City and county records for correct mailing addresses on customer’s accounts
• Maintains and tracks various department activities
• Prepares management reports
• Performs back-up functions to other department activities as required
• Performs additional duties as assigned

Requirements

• Education: High School Diploma or GED
• Experience: At least 2 years general business office experience with heavy public contact including 1 year of customer service orientated experience with an emphasis in phone or call center environment desired

Qualifications

• Knowledge: Knowledge of basic office practices and procedures; basic experience in English and math; basic bookkeeping practices; PC operation for both CIS system and internet activity; and customer service applications
• Abilities: Ability to establish and maintain effective working relationships with employees and citizens; exercise sensitivity in customer interactions; handle stressful situations with tact and diplomacy; and communicate effectively both orally and in writing

Skills

• Skill in data entry
• Attention to detail
• Internet applications
• Customer service aptitude

Benefits

• Holidays: 10 paid holidays
• Leave Benefits: 24 hours of personal leave, 2080 worked hours of annual leave, 104 hours of sick leave
• Retirement: Participation in the General Employees Retirement Plan (“GERP”) which is a defined benefit pension plan
• Deferred Compensation: Available through the City of Aurora

Pay

The anticipated hiring rate for this position will be $14.00-$15.00 per hour depending on experience.

Schedule

Details regarding the schedule will be provided upon hire.

Additional Information

Please complete and thoroughly respond to the following questions in order to be considered for this vacancy and move to the next step in the recruitment process:

1. Do you have at least 2 years general business office and phone or call center experience?
2. If you answered yes to the preceding question, please describe your experience in detail.
3. Please describe your customer service experience, including examples of the types of customer service that you have provided.
4. This position has a preferred ability of candidates to be bi-lingual in Spanish. Are you bilingual? If yes, can you please describe in detail your speaking, writing and reading abilities in Spanish?
5. Please describe your experience in using a PC, including software used and documents created and/or utilized.
6. The anticipated hiring rate for this position will be $14.00-$15.00 per hour depending on experience. Are you still interested in competing for this position?