What are the responsibilities and job description for the CUSTOMER SERVICE REP I position at City of Fairhope (AL)?
JOB
The employee performs skilled clerical work providing interpretive and advisory services to the public or employees. Work performed in this job spans multiple departments. Work includes giving and eliciting information in situations that require the employee to explain pertinent City and state regulations, ordinances, laws, and procedures either in person, via electronic media (e.g., email, 3-1-1 system, etc.), or by telephone. The employee performs tasks associated with utilities service, billing transactions, and general revenue collections to assist in the efficient and effective operations of the Revenue Department. This is an entry level job in the Customer Service Representative series. Initially under close supervision, incumbents learn office and City procedures. As experience is gained, there is greater independence of action within established guidelines. Advancement to the “II” level is based on demonstrated proficiency in performing the assigned functions that meet the qualifications for the higher-level class and is at the discretion of the Revenue Manager. The employee, while performing the essential functions of the job, works in a typical office setting, uses standard office equipment, reads printed material, uses software programs, and reads from a computer screen. Work involves the application of independent judgment based on knowledge of the activities, practices, procedures, and policies of the department. This job is considered safety-sensitive and is subject to a pre-employment background check and random drug screens.
EXAMPLE OF DUTIES
ESSENTIAL FUNCTIONS: The following list was developed through a job analysis; however, it is not exhaustive and other duties may be required and assigned. A person with a disability which is covered by the ADA must be able to perform the essential functions of the job unaided or with the assistance of a reasonable accommodation. ESSENTIAL FUNCTION: Customer Service Center Operations. The employee oversees the efficient operation of the City’s Customer Service Center; takes necessary actions to ensure highly responsive customer service. Answers incoming calls from citizens requesting information and services in a high volume, fast-paced call center environment.Interacts with walk-in customers at front desk; directs or escorts to appropriate department.Utilizes all available tools and resources to provide high quality customer service.Observes and complies with Departmental policies and procedures, customer service quality standards and compliance guidelines.Maintains a positive, empathetic, and professional tone towards callers and staff.Retrieves, enters, and updates information from computer databases and informational web pages.Creates service requests from information received; dispatches service requests to the appropriate department or agency for further action.Receives and reports complaints from constituents and contacts constituents to ensure work was completed in a satisfactory manner.Dispatches emergency calls to Electric, Gas, Water, and Wastewater departments via radio or email message.Communicates with Alabama One Call for line location services prior to City digging work.Maintains contact and coordination with other utility service providers to appropriately respond to interruptions in service.Operates computer and telecommunication equipment; may include, but not limited to work order management systems, department databases and web portals, Microsoft Office tools and telephony systems.Performs related routine clerical work; refers technical operation problems to appropriate personnel.Assists customers with inquiries or problems related to City programs and services by asking questions to determine customer needs; determines the critical nature of the request and whether immediate action is required.Provides excellent customer service through active listening on every interaction.Troubleshoots and resolves customer issues using appropriate desktop applications.Communicates and collaborates with colleagues, as necessary.Works assigned schedule during call center hours; maintains excellent attendance. ESSENTIAL FUNCTION: Financial and Payment Functions. The employee performs a full range of tasks and designated functions in collection of payments. Focuses time and attention to process payments, resolve bad debts and collect funds owed to the City of Fairhope. Receives cash and checks for payments of utility bills; accepts, documents, and processes payments.Enters payment information into specialized computer software system; issues change when indicated and generates receipts for customers.Generates and provides receipts.Maintains copies (electronic and hard copy) of customer accounts.Secures payments in cash drawer.Counts money and payments received, and balances against receipts daily.Clears cash drawers and signs off, verifying accuracy with another designated employee.Responds to customer questions concerning billing, various services provided, and service areas of the city.Investigates customers’ complaints; resolves issues.Researches and corrects misapplied payments; adjusts customer accounts in the event of errors.Explains processes and procedures to customers, including but not limited to, security deposits and billing processes.Provides customers with forms necessary for application of residential services provided by the City.Makes copies of, and documents, customer, and confidential information; maintains confidentiality.Contacts other City employees to assist in resolving issues or complaints.Responds to inquiries, requests for payment information, directions, and complaints.Addresses customer inquiries and complaints concerning bills and potential billing errors, and routes inquiries to the proper personnel for assessment and resolution. Solves problems and discusses issues as necessary and appropriate in accordance with standard practices and policies.Performs specialized actions necessary to reconcile accounts and collect debts owed.Conducts research and updates customer information and identification.Refers complex or unusual complaints or issues to the Customer Service Manager or supervisor. NON-ESSENTIAL FUNCTION: Responds to emergency calls during hurricanes, inclement weather, or other emergency situations.Performs other job-related duties as required or assigned.
SUPPLEMENTAL INFORMATION
Knowledge, Skills and Abilities(* Can be acquired on the job) *Knowledge of City rules, regulations, policies, and procedures.*Knowledge of City office locations.Knowledge of customer service delivery practices and procedures, and customer-oriented telephone etiquette.Knowledge of modern office procedures, methods, and equipment including computers.Knowledge of computer applications such as word processing, spreadsheet, and database applications software.Knowledge of the principles and procedures of record keeping and filing.Knowledge of utility billing processes.Knowledge of safety rules including accident causation and prevention.Excellent communication skills to effectively communicate internally and externally, both orally and in writing.Verbal skills to communicate effectively with officials, supervisors, co-workers, and public.Reading skills to comprehend and interpret technical and trade journals, industry specific periodicals, product/manufacturer specifications, and related technical information and data.Writing skills to take field notes; write reports, correspondence and recommendations using correct English, grammar, punctuation, and spelling.Math skills to perform calculations (add, subtract, multiply, divide).Skills in organizing, prioritizing, and sequencing projects and tasks.Ability to understand and carry out oral and written directions.Ability to handle monies and reconcile accounts.Ability to establish and maintain effective working relationships with associates and the general public.Ability to organize and multi-task work to ensure timely completion of assignments.Ability to work under steady pressure with frequent interruptions and a high degree of public contact by phone or in person.Ability to maintain composure and exercise good judgment when answering demanding questions.Ability to analyze situations objectively and make sound judgments and recommendations.Ability to meet and deal appropriately with City employees, City officials and the disgruntled members of the public.Ability to operate and use modern office equipment including a computer and various software packages.Ability to adapt to changing technologies and learn functionality of new equipment and systems.Ability to maintain confidential information.Ability to drive.Physical DemandsThe work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, books, small parts; driving an automobile, etc. No special physical demands are required to perform the work. Work EnvironmentThe work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting and training rooms, libraries, and residences or commercial vehicles, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, etc. The work area is adequately lighted, heated, and ventilated.
The employee performs skilled clerical work providing interpretive and advisory services to the public or employees. Work performed in this job spans multiple departments. Work includes giving and eliciting information in situations that require the employee to explain pertinent City and state regulations, ordinances, laws, and procedures either in person, via electronic media (e.g., email, 3-1-1 system, etc.), or by telephone. The employee performs tasks associated with utilities service, billing transactions, and general revenue collections to assist in the efficient and effective operations of the Revenue Department. This is an entry level job in the Customer Service Representative series. Initially under close supervision, incumbents learn office and City procedures. As experience is gained, there is greater independence of action within established guidelines. Advancement to the “II” level is based on demonstrated proficiency in performing the assigned functions that meet the qualifications for the higher-level class and is at the discretion of the Revenue Manager. The employee, while performing the essential functions of the job, works in a typical office setting, uses standard office equipment, reads printed material, uses software programs, and reads from a computer screen. Work involves the application of independent judgment based on knowledge of the activities, practices, procedures, and policies of the department. This job is considered safety-sensitive and is subject to a pre-employment background check and random drug screens.
EXAMPLE OF DUTIES
ESSENTIAL FUNCTIONS: The following list was developed through a job analysis; however, it is not exhaustive and other duties may be required and assigned. A person with a disability which is covered by the ADA must be able to perform the essential functions of the job unaided or with the assistance of a reasonable accommodation. ESSENTIAL FUNCTION: Customer Service Center Operations. The employee oversees the efficient operation of the City’s Customer Service Center; takes necessary actions to ensure highly responsive customer service. Answers incoming calls from citizens requesting information and services in a high volume, fast-paced call center environment.Interacts with walk-in customers at front desk; directs or escorts to appropriate department.Utilizes all available tools and resources to provide high quality customer service.Observes and complies with Departmental policies and procedures, customer service quality standards and compliance guidelines.Maintains a positive, empathetic, and professional tone towards callers and staff.Retrieves, enters, and updates information from computer databases and informational web pages.Creates service requests from information received; dispatches service requests to the appropriate department or agency for further action.Receives and reports complaints from constituents and contacts constituents to ensure work was completed in a satisfactory manner.Dispatches emergency calls to Electric, Gas, Water, and Wastewater departments via radio or email message.Communicates with Alabama One Call for line location services prior to City digging work.Maintains contact and coordination with other utility service providers to appropriately respond to interruptions in service.Operates computer and telecommunication equipment; may include, but not limited to work order management systems, department databases and web portals, Microsoft Office tools and telephony systems.Performs related routine clerical work; refers technical operation problems to appropriate personnel.Assists customers with inquiries or problems related to City programs and services by asking questions to determine customer needs; determines the critical nature of the request and whether immediate action is required.Provides excellent customer service through active listening on every interaction.Troubleshoots and resolves customer issues using appropriate desktop applications.Communicates and collaborates with colleagues, as necessary.Works assigned schedule during call center hours; maintains excellent attendance. ESSENTIAL FUNCTION: Financial and Payment Functions. The employee performs a full range of tasks and designated functions in collection of payments. Focuses time and attention to process payments, resolve bad debts and collect funds owed to the City of Fairhope. Receives cash and checks for payments of utility bills; accepts, documents, and processes payments.Enters payment information into specialized computer software system; issues change when indicated and generates receipts for customers.Generates and provides receipts.Maintains copies (electronic and hard copy) of customer accounts.Secures payments in cash drawer.Counts money and payments received, and balances against receipts daily.Clears cash drawers and signs off, verifying accuracy with another designated employee.Responds to customer questions concerning billing, various services provided, and service areas of the city.Investigates customers’ complaints; resolves issues.Researches and corrects misapplied payments; adjusts customer accounts in the event of errors.Explains processes and procedures to customers, including but not limited to, security deposits and billing processes.Provides customers with forms necessary for application of residential services provided by the City.Makes copies of, and documents, customer, and confidential information; maintains confidentiality.Contacts other City employees to assist in resolving issues or complaints.Responds to inquiries, requests for payment information, directions, and complaints.Addresses customer inquiries and complaints concerning bills and potential billing errors, and routes inquiries to the proper personnel for assessment and resolution. Solves problems and discusses issues as necessary and appropriate in accordance with standard practices and policies.Performs specialized actions necessary to reconcile accounts and collect debts owed.Conducts research and updates customer information and identification.Refers complex or unusual complaints or issues to the Customer Service Manager or supervisor. NON-ESSENTIAL FUNCTION: Responds to emergency calls during hurricanes, inclement weather, or other emergency situations.Performs other job-related duties as required or assigned.
SUPPLEMENTAL INFORMATION
Knowledge, Skills and Abilities(* Can be acquired on the job) *Knowledge of City rules, regulations, policies, and procedures.*Knowledge of City office locations.Knowledge of customer service delivery practices and procedures, and customer-oriented telephone etiquette.Knowledge of modern office procedures, methods, and equipment including computers.Knowledge of computer applications such as word processing, spreadsheet, and database applications software.Knowledge of the principles and procedures of record keeping and filing.Knowledge of utility billing processes.Knowledge of safety rules including accident causation and prevention.Excellent communication skills to effectively communicate internally and externally, both orally and in writing.Verbal skills to communicate effectively with officials, supervisors, co-workers, and public.Reading skills to comprehend and interpret technical and trade journals, industry specific periodicals, product/manufacturer specifications, and related technical information and data.Writing skills to take field notes; write reports, correspondence and recommendations using correct English, grammar, punctuation, and spelling.Math skills to perform calculations (add, subtract, multiply, divide).Skills in organizing, prioritizing, and sequencing projects and tasks.Ability to understand and carry out oral and written directions.Ability to handle monies and reconcile accounts.Ability to establish and maintain effective working relationships with associates and the general public.Ability to organize and multi-task work to ensure timely completion of assignments.Ability to work under steady pressure with frequent interruptions and a high degree of public contact by phone or in person.Ability to maintain composure and exercise good judgment when answering demanding questions.Ability to analyze situations objectively and make sound judgments and recommendations.Ability to meet and deal appropriately with City employees, City officials and the disgruntled members of the public.Ability to operate and use modern office equipment including a computer and various software packages.Ability to adapt to changing technologies and learn functionality of new equipment and systems.Ability to maintain confidential information.Ability to drive.Physical DemandsThe work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, books, small parts; driving an automobile, etc. No special physical demands are required to perform the work. Work EnvironmentThe work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting and training rooms, libraries, and residences or commercial vehicles, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, etc. The work area is adequately lighted, heated, and ventilated.
