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Customer Service Representative I

3 months ago

Antioch, United States City of Antioch Full time

**Description**:
**
SALARY & BENEFIT INFORMATION**

**Customer Service Representative I Month Salary DOQ/E $4,180 - $5,080 | Customer Service Representative II Month Salary DOQ/E $4,606 - $5,599** (Download PDF reader)** | **Collective Bargaining Representation: Local 3** (Download PDF reader)** **and **Tentative Agreement** (Download PDF reader)| **Benefits** (Download PDF reader)
- Benefits: Cafeteria Plan (City of Antioch pays 100% of Kaiser rate, up to family tier)
- Additional 3% Salary Increase Scheduled in October 2024
- 457 Deferred Compensation Option
- Life Insurance

**SUMMARY DESCRIPTION**
Under general supervision, provides a variety of routine to difficult financial, statistical and accounting office support for general accounting, billing and cashiering functions; provides information and assistance to customers, the general public, and other City staff and departments; maintains files and records; and performs general office support duties, including typing and recordkeeping.
**DISTINGUISHING CHARACTERISTICS**
Customer Service Representative I - This is the entry level class in the Customer Service Representative series. Initially under close supervision, incumbents learn office and City procedures, such as accounts receivable and payable, business licensing procedures, and cashiering functions. 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 meets the qualifications for the higher-level class and is at the discretion of higher level supervisory or management staff.
Customer Service Representative II - This is the journey level class in the Customer Service Representative. Employees within this class are distinguished from the Customer Service Representative I by the performance of the full range of duties as assigned including financial, billing and cashiering and accounting office support duties. Employees at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit. Positions in this class series are flexibly staffed and are generally filled by advancement from the "I" level, or when filled from the outside, require prior experience. Advancement to the "II" level is based on management judgment and/or certification or testing that validates the performance of the full range of job duties.

**Examples of Duties**:

- The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices._
- Perform a variety of responsible customer service, clerical accounting, and office support duties in support of assigned function or program area including in the areas of general accounting, utility billing, and cashiering.
- Respond to inquiries, requests, and complaints in person or by phone; provide explanation of established procedures and policies of the work unit and/or designated program area; refer customers to appropriate personnel as necessary; start and stop services; solve customer issues and answer customer questions including billing questions.
- Prepare, maintain, and/or verify a variety of accounting, financial, and statistical records, ledgers, logs, and files including customer account information files; review information for accuracy and completeness; resolve discrepancies and arrange for needed corrections; forward information to appropriate departments.
- Create new utility customer accounts; obtain required information from customers to begin or discontinue water service; verify existing credit history information; receive customer payments and guaranteed deposits for service; issue receipts as necessary.
- Process all monies received for the City whether by cash, check or bankcard; collect fees and other monies for various City services, issuing receipts, preparing deposits, and balancing accounts on a regular basis; extend payments for overdue bills within specified limits.
- Create, print, process, and file service orders including shut off service orders for failed arrangement.
- Disburse and maintain petty cash records.
- Provide a variety of assistance to customers at the City animal shelter; issue dog license certificates, microchips, adoptions and redemptions; receive and record complaints and bite reports.
- Ensure proper authorization and compliance with City policies and procedures.
- Perform a variety of general office support duties such as typing, proofreading, filing, answering the telephone and preparing periodic and special reports.
- Perform related duties as required.

**Typical Qualifications**:

- The following generally describes the knowledge and ability required to enter the job and/or be learned withi