Customer Service Representative

2 weeks ago

Black Mountain, United States Town Of Black Mountain Full time $40,543
Job DescriptionJob Description

GENERAL DESCRIPTION

*NOT A REMOTE POSITION*

*INTERVIEWS WILL BE IN PERSON*

Primarily responsible for assisting customers and collecting various payments and fees using established guidelines and procedures. Work also involves posting new and maintaining existing customer account data and verification of accuracy in posted items. Coordination with other departments within the City and public contact functions which requires considerable tack and courtesy. Employee also performs general office work such as filing, operating copying machines, computer terminals, and answering the telephone. Work is performed according to standard procedures, but the employee is expected to use some initiative and independent judgment in accomplishing assigned objectives. This role requires initiative and independent judgement in completing financial activities. To perform this job successfully, an individual must be able to perform each essential function satisfactorily.

ESSENTIAL JOB FUNCTIONS

  • Serves as cashier/teller and receives various payments from walk in customers.
  • Establishes new customer accounts and Transferring of existing customer accounts
  • Receives telephone calls, walk-in and online requests from customers. Assists customers with account maintenance, billing/payment questions, and complaints.
  • Receives, processes and posts incoming mail payments. Verifies accuracy of payments to customer accounts.
  • Processes the computer database posting of various bank and or credit card electronic payment files into the accounting software.
  • Enters a variety of data into computer; verifies accuracy and completeness of daily payment batches
  • Reconciles cash drawer with receipts and cash reports daily, according to cash security and control procedures.
  • Utilizes computerized data entry program to enter, update, store and/or retrieve information as requested or otherwise necessary. Establishes and maintains a variety of electronic and tangible files, filing and retrieving information as requested or otherwise necessary. May assist other departments as necessary.
  • Process the posting of various customer requests or work orders into the accounting software.
  • Handles a high volume of customer calls regarding all aspects of utility accounts.
  • Collecting of past due accounts
  • Verification of all required documents to establish new service or transfer existing service.
  • Research and problem solves issues with customer’s account with minimal supervision.
  • Coordinates with other departments and outside organizations in a team environment.
  • Performs related duties as required.

 

KNOWLEDGE, SKILLS AND ABILITIES

** Basic computer skills - understanding the basic notions of computer manipulation; managing computer files, word processing, using spreadsheets and databases; creating presentations; finding information and communicating using computers**

  • Working knowledge of basic office accounting processes and procedures.
  • Ability to understand and apply policies and procedures to daily activities
  • Ability to verify documents and forms for accuracy and completeness
  • Ability to exercise attention to detail in performing assigned tasks. Ability to maintain effective and accurate files, records and reports.
  • Ability to understand and communicate oral and written directions
  • Ability to perform mathematical computations with speed and accuracy
  • Ability to deal tactfully and courteously with the general public in explaining policies and procedures.
  • Proficient with computer, Microsoft applications and other office equipment
  • Ability to provide customer excellence both internally and externally
  • Ability to establish and maintain effective working relationships as necessitated by work assignments.
  • Ability to develop and maintain work relationships, communicate, manage conflict, and perform as an effective team member
  • Ability to identify customers, determine the valid needs of a situation, and provide service or service recovery in a manner that satisfies the customer

 

EDUCATION AND EXPERIENCE

**PRIOR CASH HANDLING EXPERIENCE REQUIRED**

Graduation from high school supplemented by some customer service and or banking experience; and/or any equivalent combination of training and experience required to perform the essential position functions. Previous experience working for a municipality is preferred, but not required.

Technical Requirements

Ability to use the tools and concepts of the specialty area in which the employee works. Includes using appropriate processes, procedures, resources, and work or professional standards.

PHYSICAL REQUIREMENTS

Sedentary work requiring the exertion up to 10 pounds of force occasionally and negligible amount of force occasionally and negligible amount of force frequently or constantly to move objects and some work up to 20 pounds of force occasionally

Must be able to physically perform the basic life operational support functions of stooping, kneeling, reaching, walking, standing, fingering, grasping, talking, hearing and repetitive motions

Ability to sit for long periods of time

Vocal communication is required for expressing or exchanging ideas by means of the spoken word

Hearing is required to perceive information at normal spoken word levels

Visual acuity is required to preparing and analyzing written or computer data determining the accuracy and thoroughness of work observing general surroundings and activities. The work is subject to inside environmental conditions.

*ALL APPLICANTS WILL BE SUBJECT TO AND MUST SUCCESSFULLY PASS A PRE-EMPLOYMENT DRUG SCREEN, CRIMINAL BACKGROUND CHECK AND WHEN APPLICABLE A CREDIT CHECK. THE TOWN OF BLACK MOUNTAIN IS AN EQUAL OPPORTUNITY EMPLOYER.

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