What are the responsibilities and job description for the Customer Service Representative position at City of Evanston?
$31.534-$40.066 /hour
The Customer Service Representative (CSR) is the primary point of contact for all customer inquiries received by phone, in writing, and in person. This role focuses on building and maintaining strong customer relationships on behalf of the City. The CSR takes full responsibility for each customer interaction, ensuring that customer needs are effectively met. This position requires frequent and high-quality communication with both internal and external customers daily.
The CSR also provides essential internal support to various departments, handling all front-line, customer-related functions. It is crucial that the CSR demonstrates expertise in our services and capabilities to our customers. Additionally, the CSR acts as an educator for our community and customers, ensuring they are well-informed. The CSR is expected to adhere to and operate within all City policies and procedures.
The CSR's responsibilities across various departments include, but are not limited to: processing parking tickets, water bills, and wheel taxes; managing Home Rule taxes and real estate transfer stamps; and processing payments for Animal and Vehicle licenses, as well as miscellaneous department-generated invoices.
ESSENTIAL FUNCTIONS OF WORK (Specific assignment will include some or all of the following):
The work primarily involves sedentary tasks, with occasional lifting of objects weighing up to 10 pounds, and/or negligible force frequently or constantly to lift, carry, push, pull or otherwise move objects. The role may require brief periods of walking or standing.
The work environment is indoors, providing protection from weather conditions, but not necessarily from temperature changes. There are no specified environmental hazards associated with this classification.
SUPERVISION
Work is performed under the general direction of the Revenue supervisor. Assignments may vary from day to day, however primarily routine. Assignments can be either verbal or written, with the employee determining proper procedure and work methods and is responsible for completing the work according to City work rules and safety regulations. Work is reviewed through ongoing observation, written and verbal communication, meetings and feedback from supervisors and other department employees. Guidance is provided through rules and regulations, policies and procedures, Unified Work Rules, Union Contract, Personnel Rules and OSHA. Work is evaluated at least annually for the safe and skilled utilization of equipment, quality of tasks, adherence to work rules, and performance in accordance with the classification standard.
PUBLIC CONTACT
This person has regular and frequent contact with all levels of internal staff as well as contact with the public at large.
SELECTION METHOD TYPE OF ELIGIBILITY LIST LIFE OF ELIGIBILITY LIST Qualifications Assessment Category Group Structured Oral Interview
Chosen candidates will be required to provide proof of licenses, certifications, and education required for this position. Candidates will also be subject to qualifying pre-employment processes, including medical examination, drug/alcohol screen, employment verification, and criminal background check.
The City of Evanston is an equal opportunity employer and ensures against discrimination in employment on the basis of a person's race, color, sex, age, religion, disability, national origin, ancestry, sexual orientation, marital status, parental status, military discharge status, source of income, housing status, or gender identity. The City of Evanston is also committed to accessibility for persons with disabilities. Any person needing mobility or communications access assistance should contact Human Resources at 847-448-8204.
- Starting salary is dependent on qualifications, but in most cases is no higher than the midpoint for the range.
The Customer Service Representative (CSR) is the primary point of contact for all customer inquiries received by phone, in writing, and in person. This role focuses on building and maintaining strong customer relationships on behalf of the City. The CSR takes full responsibility for each customer interaction, ensuring that customer needs are effectively met. This position requires frequent and high-quality communication with both internal and external customers daily.
The CSR also provides essential internal support to various departments, handling all front-line, customer-related functions. It is crucial that the CSR demonstrates expertise in our services and capabilities to our customers. Additionally, the CSR acts as an educator for our community and customers, ensuring they are well-informed. The CSR is expected to adhere to and operate within all City policies and procedures.
The CSR's responsibilities across various departments include, but are not limited to: processing parking tickets, water bills, and wheel taxes; managing Home Rule taxes and real estate transfer stamps; and processing payments for Animal and Vehicle licenses, as well as miscellaneous department-generated invoices.
ESSENTIAL FUNCTIONS OF WORK (Specific assignment will include some or all of the following):
- Serve as a cashier, accurately inputting payments and ensuring daily cash reconciliation.
- Provide efficient and high-quality customer service to Evanston residents, businesses, and other stakeholders via phone, email, and in person.
- Process invoices and refunds for various services, monitoring payments using our software.
- Guide complaint resolution to achieve satisfactory outcomes.
- Collaborate with staff to troubleshoot procedural issues and trace errors.
- Process payments and track receivables for invoices from various City departments, including real estate taxes, water, parking, municipal fines, wheel tax, and parking permits, using specialized software.
- Provide information on parking regulations and vehicle registration requirements for the City of Evanston, both in person and over the phone.
- Handle additional duties as assigned and support the Collections Coordinator as needed.
- Must possess a high school diploma or GED
- Must possess at least two (2) years of clerical/cashiering work experience.
- The candidate should demonstrate knowledge, skills, and abilities in the following areas:
- Proven verbal and written communication skills.
- Strong interpersonal skills, with the ability to work effectively in a team environment and build effective relationships with a diverse group of people, including supervisors, coworkers, and the public.
- The ability to perform basic math operations (addition, subtraction, multiplication, and division) with all units of measure, including fractions and decimals, especially as they relate to monetary calculations.
- Proficiency in using personal computers, Microsoft Office Suite applications, and Google Workspace.
- The ability to read, understand, and interpret various documents, including manuals, ordinances, written policies and procedures, statutes, rules, regulations, memos, letters, reports, and legal documents, as well as the ability to read maps.
The work primarily involves sedentary tasks, with occasional lifting of objects weighing up to 10 pounds, and/or negligible force frequently or constantly to lift, carry, push, pull or otherwise move objects. The role may require brief periods of walking or standing.
The work environment is indoors, providing protection from weather conditions, but not necessarily from temperature changes. There are no specified environmental hazards associated with this classification.
SUPERVISION
Work is performed under the general direction of the Revenue supervisor. Assignments may vary from day to day, however primarily routine. Assignments can be either verbal or written, with the employee determining proper procedure and work methods and is responsible for completing the work according to City work rules and safety regulations. Work is reviewed through ongoing observation, written and verbal communication, meetings and feedback from supervisors and other department employees. Guidance is provided through rules and regulations, policies and procedures, Unified Work Rules, Union Contract, Personnel Rules and OSHA. Work is evaluated at least annually for the safe and skilled utilization of equipment, quality of tasks, adherence to work rules, and performance in accordance with the classification standard.
PUBLIC CONTACT
This person has regular and frequent contact with all levels of internal staff as well as contact with the public at large.
SELECTION METHOD TYPE OF ELIGIBILITY LIST LIFE OF ELIGIBILITY LIST Qualifications Assessment Category Group Structured Oral Interview
Chosen candidates will be required to provide proof of licenses, certifications, and education required for this position. Candidates will also be subject to qualifying pre-employment processes, including medical examination, drug/alcohol screen, employment verification, and criminal background check.
The City of Evanston is an equal opportunity employer and ensures against discrimination in employment on the basis of a person's race, color, sex, age, religion, disability, national origin, ancestry, sexual orientation, marital status, parental status, military discharge status, source of income, housing status, or gender identity. The City of Evanston is also committed to accessibility for persons with disabilities. Any person needing mobility or communications access assistance should contact Human Resources at 847-448-8204.
Salary : $32 - $40
