Customer Service Representative I

3 weeks ago

Flagstaff, United States City of Flagstaff Full time

**Administrative Duties**:
Actively supports and upholds the City’s stated mission and values. The Customer Service Representative is responsible for performing a wide variety of tasks. Duties range from the most routine and repetitive to the most complex of administrative support tasks requiring employees to take initiative, make judgment calls, and work independently.

**ADMINISTRATIVE DUTIES**
- Supervisory: This job does not have formal supervisory responsibilities.
- Budgetary: This job does not have budgetary responsibilities but carries out day-to-day activities within approved budget.
- Strategic Planning: This job does not have strategic planning responsibilities but carries out day-to-day activities in order to reach the stated goals and objectives.
- Policies/Procedures: This job carries out day-to-day activities in accordance with established policies and procedures.
- Compliance: This job carries out day-to-day activities in accordance with Federal, State, and Local laws, rules, and regulations as well as City policies and procedures.
- Council Communications: This job carries out day-to-day activities in accordance with Council's adopted priorities and direction.
- Reporting: This job does not have duties related to reporting to Federal/State/Local agencies.

**Examples of the Work Performed**:
General:

- Provides excellent customer service to both internal and external customers.
- Using multi-tasking skills, operate multiple pieces of equipment simultaneously.
- Creates and maintains various confidential records, files, and databases requiring compilation of varied information.
- Provides written and verbal responses to customers by preparing, drafting, and proofing various reports, letters, and other correspondence.
- May be responsible for monthly production reports, statistical reports, or other regularly scheduled reports.
- Files electronic documents chronologically or by other prescribed methods.
- Processes a variety of forms electronic and paperwork, using established procedures.
- Types, data enters, or word-processes a variety of technical documents; compiles data and prepares reports.
- Maintains clean and orderly work areas.
- Work requires the ability to read and refer to City codes and ordinances.
- Clearly and politely communicates with customers in person, on the phone, and in writing.
- Performs other duties of a similar nature or level as assigned.

Customer Care/Call Center:

- Receives payment by cash, check, credit cards, wires, automatic debits, etc.
- Issues receipts, refunds, credits, or change due to customers.
- Counts money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change, as well as balance funds at end of shift.
- Greets customers entering City Hall, answering customer questions, and providing information on procedures or policies, as well as directing to appropriate staff and departments throughout the City.
- Complies with all cash handling and financial processes.
- Communicates clearly with field personnel.
- Manages high volume of inbound calls in a timely manner.
- Following call center “scripts” when handling technical topics.
- Identify customers’ needs, clarify information, research various issues and provide solutions and/or alternatives.
- Understanding of City personnel, departments, and responsibilities for proper disposition of calls
- Responds and resolves difficult and sensitive inquiries and concerns from citizens and other agencies regarding charges, delinquencies, and refunds for municipal services. Responds verbally or in writing to complaints relating to billing policies and procedures.
- Analyzes and educates customers in the areas of water consumption, sewer calculations, and troubleshoots high usage complaints.
- Analyzes customer account information for payment options, creates payment arrangements on delinquent utility accounts.

Verification Desk:

- Create multiple payment batches for City services as payments are received online, over the phone, and in person.
Research and process returned payments
Reports errors and/or discrepancies to Customer Service Supervisor and/or Customer Service Manager.
Completes end of day check processing for submittal to bank.

Copy Center/Mail Room:

- Prepare large print jobs for internal customers on a high-volume print press.
- Pick up and deliver mail at the local post office and FedEx.
- Distribute mail to appropriate Division, Section, Program, and employee.
- Utilize postage machine and U.S. Post Office information to ensure proper postage payment of outgoing materials.
- Receives, sorts, and distributes a variety of correspondence, records, and information to appropriate personnel and the general public.
- Responsibly driving City vehicle while on deliveries, errands, and other approved use.

**Qualifications**:
**MINIMUM REQUIREMENTS**
**_(positions in this class typically require)_**
- High school diploma or General Equival

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