Customer Service Representative I

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Customer Service Representative I

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Job ID

225009

Location

Street Cleaning, Refuse Dispos

Full/Part Time

Full-Time

Regular/Temporary

Regular

Additional Information

Minimum

$16.853200

Hourly Salary Range

Maximum

$24.438500

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SERVE

At the City of Plano, our values make us who we are and guide us as we SERVE our city. As members of Team Plano, our organizational Values (what is most important to us) make up the acronym, SERVE (Stewardship Engaged Respectful Visionary Excellence).

Job Details

The City of Plano is excited to announce a job opening for Customer Service Representative I in our Environmental Waste Services (EWS) department. The ideal candidate will work in a dynamic call center environment, serving as a key point of contact for our residents. Responsibilities include answering calls and addressing a variety of service-related questions, such as missed collections, billing inquiries, and scheduling special collections. Additionally, generating service requests in our system to ensure timely and effective resolution of resident concerns. Join us in providing exceptional service to our community!

Public Works Vision and Core Values: Team members have a sense of ownership and pride in their jobs as members of our Public Works department. They are well-trained, competent, able to accomplish all aspects of their job – and prepared to move into the next role. Our Public Works Core Values are Respect, Teamwork, Trust, Safety, and Communication.

As a valued Team Plano member, you will receive numerous benefits:

• Comprehensive medical, dental, and vision plans
• Membership in the Texas Municipal Retirement System (TMRS), in which the City matches contributions 2:1 upon retirement
• Up to three weeks of paid vacation
• Up to three weeks of paid sick leave per year
• Nine paid holidays
• Tuition Assistance
• Free Library Card
• Free recreation center membership
  
  

And so much more! Learn about our benefits here.

Every person matters. Every job has purpose. Together we make a difference. Join Team Plano!

Summary of Duties: Under close supervision, the Customer Service Representative I is responsible for entering department's data into computer system, collecting public funds, investigating public inquiries and ensuring accurate account maintenance.

Distinguishing Characteristics: This is the entry-level classification in the Customer Service Representative series. The incumbent follows routine procedures and guidelines in the application of prescribed duties and works under close supervision with work frequently reviewed by a superior. This classification is distinguished from the Customer Service Representative II in that the latter performs more complex technical duties requiring a higher level of knowledge and skill.

Examples Of ESSENTIAL JOB FUNCTIONS

Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

• Responds to all types of inquiries from the public, in person and on the telephone; addresses questions and problems presented by citizens to a satisfactory conclusion, either by resolving personally or referring the issue to a supervisor for handling.
• Processes and maintains work orders
• Collects and processes payments; documents and maintains records of payments collected; contacts customer with past due fees; monitors the status of delinquent accounts until balances are paid.
• Coordinates and schedules services for customers.
• Enters appropriate departmental data into the computer system; searches for records of materials in the computer system.
• Composes, edits, and types correspondence, memos, reports, charts, and other documents.
• Establishes, maintains, and updates department files in accordance with retention policies.
• Receives and signs for deliveries; prioritizes and distributes mail to proper staff.
• Regular and consistent attendance for the assigned work schedule is essential.
  
  

Marginal Duties

• Performs other duties as assigned.
  
  

Typical Decisions: The incumbent answers questions from citizens regarding department procedures, using prudent judgment in the communication of alternatives. Answers phone calls and determines appropriate action to take. Receives payments from customers for processing directly into the Cash Receipts System. May monitor collection activity on delinquent accounts and determine next actions to take.

Minimum Qualifications

Knowledge of: Policies, procedures, and activities of municipal operations; general office procedures; phone and customer service etiquette; problem solving and negotiation methods and techniques; cash handling procedures and practices.

Skill in: Communicating effectively both verbally and in writing; providing courteous customer service; operating a personal computer and standard office equipment; completing basic mathematic calculations.

Education: High school diploma or GED equivalent.

Experience: Six (6) months of previous customer service or general office experience.

Any work-related experience resulting in acceptable proficiency levels in the above Minimum Qualifications is an acceptable substitute for the above specified education and experience requirements.

Licenses and Certifications: None.

Conditions of Employment: Must pass a drug test, criminal history background check, periodic CJIS background check (for positions requiring access into Police buildings) and social security number verification check.

Physical Demands and Working Conditions: This is primarily an office classification although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment ; vision to read printed materials and a computer screen; hearing and speech to communicate in person and over the telephone . Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects weighing up to 25 pounds .

Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.

The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills which may be required. The position also requires meeting the essential requirements of the Physical Demands and Working Conditions, with or without reasonable accommodation.

Equal Employment Opportunity

Equal Opportunity Employer - EOE/M/F/V/D

Open positions are subject to close without notice.

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