GENERAL DESCRIPTIONUnder general supervision, to perform a variety of customer service duties involved in assisting Solid Waste and Recycling customers in handling customer billing, inquiries and complaints. Process service orders, follow up with previous service requests, and verify services level required. This position also maintains office administrative records, forms and files. Requires independence consistent with established policies and procedures. SUPERVISION EXERCISEDCustomer Service Representative I This position exercises no supervision.Customer Service Representative II/IIIExercises supervision over lower level staff for training and verification purposes.IMPORTANT AND ESSENTIAL DUTIESAttend to customer needs while providing excellent customer service through email, in person and on the phone.Manage multiple telephone lines utilizing an ACD phone system.Utilize web-based CRM and operational software to write service requests, research customer request history and customer disposal history. Process SeeClickFix requests/inquiries, voicemails and emails automatically sent to CRM software to necessary Division personnel. Respond to price inquiries and service level availability for Waste Management companies.Provide verification of customer status to Abilene Brush Center personnel.Perform inquiries in City of Abilene Enterprise Resource Planning (ERP) platform to determine customer’s service levels and billing history.Run daily report and create needed service requests to verify service for all newly started Water Utility Billing accounts utilizing ERP.Verify level of service, collection schedule and location of customer’s service.Organize and maintain office files and file daily logs.Distribute mail and deliveries to appropriate Division personnel.Drive to and as backup to Abilene Brush Center staff and accept payments through ERP Cashiering software.Operate a City vehicle to travel to the Environmental Recycling Center, Abilene Brush Center, City of Abilene Container Maintenance facility, multiple landfill and recycling disposal vendors, locations to verify service information and any City of Abileneproperties.Customer Service Representative IIEdit customer billing accounts.Enter and submit monthly direct to customer invoices utilizing ERP software.Maintain and Manage Microsoft Excel Spreadsheet utilized for billing tracking.Coordinate with City of Abilene Water Utility Office Billing Supervisor to verify current bills are accurate to complete bill runs.Assist supervisory staff verifying landfill invoices and processing check requests for payment.Process and route all legally required documents.Enter, review and submit charges into WAWF for Dyess AFB billing charges.Customer Service Representative IIIOversee lower level staff’s activity in ERP & CRM systems.Audit billed services.Inventory and order required forms and office supplies for the Division.OTHER JOB RELATED DUTIESPerform other job related duties and responsibilities as assigned.KNOWLEDGE, SKILLS, AND ABILITIESKnowledge of:Basic math including addition, subtraction, multiplication, and division.Basic computer applications include word processing, spreadsheets, and databases.Office procedures, methods, and equipment including computers.Departmental rules, regulations, procedures, functions, office recordkeeping and reporting procedures.Basic knowledge of mapping programs such as GIS and ArcView is preferred.Spreadsheet and database tools and knowledge of mapping tools.Skill to: Manage multiple phone lines.Manage multiple computer software programs.Provide quality customer service.Assist with multiple high stress projects with precision and accuracy.Manage multiple projects with precision and accuracy.Type a minimum of 35 words per minute.Ability to:Work in a high stress environment.Communicate clearly and concisely.Produce accurate forms, reports and requests.Learn water utility billing software.Understand collection schedules and read route maps, learn curb schedules and collection cycles and communicate effectively to the customer.Use office equipment and 2-way radios.Learn the billing process for Solid Waste & Recycling services.Ability to operate a City vehicle to various City properties, service locations, and vendors. Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.Perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect. Customer Service Representative II/IIIDemonstrate billing proficiency.Work independently with little to no supervision and prompting. Lead, manage, and perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.Experience and Training Guidelines:For positions with more than one level, all listed requirements at the lower levels are required at the higher levels. Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying. Knowledge, skills, and abilities may be obtained through:Customer Service Representative IExperience:Two (2) years of previous customer service experience is required. Education/Training:A high school diploma or GED is required.License or Certificate:A valid Texas driver’s license; the ability to obtain one within ninety (90) days or a military waiver is required.Customer Service Representative IIExperience:Three (3) years of previous customer service experience is required. Over a six (6) month period, no more than two data entry errors per week in the billing spreadsheet or operations tracking software.Customer Service Representative IIIExperience:Three (3) years of experience as a City of Abilene Customer Service Representative II.Education/Training:Associate’s Degree or some college coursework or training in business management, accounting, office management or MS-Office suite to include Excel and Word, is preferred.Special Requirements:Works in an office setting.With or without accommodation, ability to lift up to 35 pounds. Ability to sit, stand, walk, run, kneel, crouch, stoop/squat, crawl, twist, and climb. Ability to travel to and work at one of the other Solid Waste worksites.Ability to sit for extended periods of time using a computer.Essential duties require the following physical skills and work environment:With or without accommodation, the “X” indicates the overall strength demand of the position during a typical workday: ___ Sedentary – lifting of no more than 10 pounds ___ Light – lifting no more than 20 pounds; carrying up to 10 pounds _X_ Medium – lifting no more than 50 pounds; carrying up to 25 pounds ___ Heavy – lifting no more than 100 pounds; carrying up to 50 pounds ___ Very Heavy – team lifting over 100 pounds; carrying more than 50 poundsPhysical Demand Codes: The following describes whether or not the position is expected to exert the physical demands listed during a typical workday as well as the overall frequency of the task:Codes for how often:N = NoE = Extensive (100 – 70% of the time)M = Moderate (60 – 30% of the time)I = Infrequent (20 – 10% of the time)A = Almost Never (<10% of the time)Code / Task_I Standing_E Sitting_I_ Walking_I_ Lifting_I_ Carrying_M_ Pushing/Pulling_I__ Overhead Work_E_ Fine Dexterity_M_ Kneeling_M_ Crouching_A_ Crawling_M_ Bending_M_ Twisting_I__ Climbing_M_ Balancing_E_ Vision_E_ Hearing_E_ Talking___ Other: ___Medium lifting is required with file rotation and maintenance. __