Customer Service Representative – Utilities and Waste

Position Summary:

The Customer Service Representative performs a variety of general office and accounting duties in maintaining varied fiscal records and systems for the City, including processing payments and account inquiries, preparing monthly statements, providing front desk and telephone customer service, providing transactional and historical records upon request, and assisting with management of the City's Waste & Recycling hauler contract and Landfill customer accounts.

Essential Functions:

• Processes online, mail-in, phone and in-person payments for utilities, landfill, and other fees; maintains records of all transactions.
• Answers questions regarding billing for utilities, waste & recycling, landfill and other general inquiries in a timely fashion while retaining a friendly and empathetic demeanor; may transfer outside calls to the appropriate department.
• Interacts regularly in a professional manner with internal and external customers from diverse backgrounds and with varying degrees of communication skills.
• Establishes and maintains effective, collaborative working relationships with City employees, supervisors, and the public.
• Assists with management of the City's Waste & Recycling hauler contract, including reconciliation of hauler invoices, working closing with the hauler on customer service issues, and uploading charges to customer accounts for bin size changes and various fees.
• Maintains landfill billing and accounts receivable records, including monthly statement creation and mailing, and following up with Landfill customer accounts to ensure payment.
• Prepares daily landfill and recycling center deposit entry.
• Performs duties requiring analysis of facts and selection of applicable methods of procedures and is proficient in computer operations and problem solving.
• Provides ad-hoc research and analysis in response to requests from City staff, City Council, the public and other internal constituents.
• Prepares year-end schedules for auditors and provides other data, reports, or information as requested; keeps complete records throughout the year in anticipation of audits and reviews.
• May train, orient or assist fellow employees as needed.

Other Duties: The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Core Competencies:

• Able to communicate effectively in English both verbally and in writing.
• Motivated self-starter with the ability to assess current work processes and suggest improvements where appropriate.
• Able to prioritize tasks in a busy office environment with interactions, distractions, and foot traffic.
• Demonstrates organizational skills with the ability to work efficiently to meet deadlines.
• Able to establish and maintain effective, collaborative working relationships with City employees, supervisors, and the general public.
• Able to follow oral and written instructions and seek clarifying information when necessary for tasks that have critical impact or outcomes.
• Able to operate office equipment, including a ten-key, dual monitors, phone transfers, paper folding/stuffing equipment for large mailings.
• Willing to sit for long periods of time, perform repetitive tasks, and constantly remain alert.
• Demonstrates a strong team approach to customer service, growth mindset, critical thinking, and willingness to constantly learn and grow.

Education, Training & Certifications:Necessary:

• Two or more years of experience in a professional office environment.
• Excellent computer skills including MS Excel (basic sorting, formulas) data entry, and the ability to learn and use new and existing account software.

Desired:

• Able to communicate effectively in Spanish both verbally and in writing.
• Bachelor’s degree in Accounting, Business, Environmental Science or related fields and two or more years of experience working for a public utility or waste-related business or appropriate combination of education and experience.
• Knowledge of Governmental Accounting principles and utility billing practices.

Necessary Physical Requirements:

Action: Frequency

Lifting:

10-15 pounds frequently; 25-50 pounds occasionally

Carry:

10-15 pounds frequently; 25-50 pounds occasionally

Pushing/Pulling :

10-15 pounds frequently; 25-50 pounds occasionally

Driving:

Occasionally

Balance/Stoop/Bend:

Frequently

Twist/Squat/Crouch:

Frequently

Kneeling:

Occasionally

Crawling:

N/A

Climbing Stairs:

Frequently

Climbing Ladders:

Occasionally

Standing/Walking:

Frequently

Reaching Above/Below/At Shoulder Level:

Frequently

Job Types: Full-time, Part-time

Pay: $25.90 - $31.08 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift
• Evening shift
• Morning shift

Work Location: In person

Salary : $26 - $31