Customer Service Representative

CITY OF ESPANOLA EMPLOYMENT APPLICATION REQUIRED, AVAILABLE AT http://www.cityofespanola.org/Jobs.aspx

JOB SUMMARY

Assists customers; processes utility payments including phone, walk-in and mail; answers telephones; maintains and sets up customer accounts; reviews reports, balances cash transactions; may take daily deposit to the bank; performs a variety of clerical tasks related to utility billing and front office customer service.

SUPERVISION RECEIVED:
Works under the general supervision of the Customer Service Manager or designee.

SUPERVISION EXCERCISED:
None.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
below is not intended to be an all-inclusive of the duties, skills, and responsibilities of the Head Cashier

• Provides excellent customer service to City customers in-person and by phone;
• Performs routine clerical work and provides support to Utility Water staff;
• Acts as cashier for walk-in payees; answers in-coming calls, directs callers to appropriate staff as needed; processes payments received;
• Responds to radio and other communications; may dispatch Utility Water personnel as directed to assist with utility account field maintenance;
• Receives general public, vendors and other visitors; directs visitors to appropriate staff; collects or receives in-coming mail and packages; may distribute mail; prepares outgoing mail including utility bills; receives customer complaints and assists with resolving customer issues;
• Assists customers with setting up new accounts and account maintenance
• May perform or assist with meter reading data entry;
• Assists Customer Service Manager with monthly water billing statements and preparation of statements for mailing; processes utility payments including data entry of customer receipts and preparation of daily bank deposits; performs maintenance of customer service accounts; maintains or assists with maintenance of various utility records including work orders and complaint reporting;
• Prepares a variety of correspondence items and reports as needed; prepares purchase order requests, processes invoices received, etc., for the department;
• Other related duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of principles and processes for providing customer service including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Knowledge of mathematics including addition, subtraction, and calculating figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Knowledge of how to count currency and give correct change.
• Knowledge of a high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact, and diplomacy.
• Skill in Active Listening, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Skill in conveying information effectively.
• Ability to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands.
• Ability to perform cashier duties accurately, and to meet and deal with the public.
• Ability to communicate effectively verbally and in writing.
• Ability to handle stressful situations well.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to apply concepts of basic algebra and geometry.
• Ability to solve practical problems and deal with a variety of concrete variable in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

MINIMUM QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Education And experience:
a. High School graduation or GED; AND a minimum of two years related experience and/or training; OR
b. An equivalent combination of education and experience.

2. Possess and maintain a valid Driver’s License AND be insurable by the City of Española’s auto/vehicle insurance.

Job Type: Full-time

Pay: $16.21 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

License/Certification:

• Driver's License (Required)

Work Location: In person

Salary : $16