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Customer Service Representative
2 months ago
Location : The Colony, TX
Job Type: Full-Time
Job Number: 12
Department: Utility Administration
Opening Date: 08/19/2024
Job Summary
This position conducts job duties in permits and utility billing functions. The ability to multi-task is a must. All of the following areas of responsibility shall be approached from a positive Customer Service direction by all customer service representatives. Any situation that involves contact with the citizens of The Colony (our customers) shall be considered as an opportunity to promote the City and the Customer Services Department in the most professional and positive image possible. The same criteria shall apply for our internal customers (other City departments and co-workers) as well. In the absence of the Customer Service Manager, the CSR will report to the Director of Customer Services.
Examples of Duties
- Answer multiple telephone lines with the ability to communicate effectively and courteously with the public and City employees in person, in writing and by telephone. Must be able to handle high call volume, while multi-tasking with data entry and in-person customers.
- Prepare and handle customer payments by mail, night drop, on the phone, drive-thru and in person. These payments are taken via check, cash or credit/debit card.
- Balance the cash drawer and credit card batch and prepare related reports at the end of each business day.
- Research customer inquiries and complaints in person, over the telephone, in writing and document the accounts.
- Prepare move in, move out and transfer service orders for utility billing.
- Prepare customer extensions and document the customer's account for utility billing.
- Prepare the Daily Meter Service Log and the Daily Activity Log for the meter readers.
- Prepare and approve account adjustments up to $50, refer account adjustments over $50 to the Customer Service Supervisor.
- Perform routine job activity requiring normal physical exertion involving sitting, standing, walking and bending.
- Process returned mail and Letter of Credit requests, prepare Insufficient Fund Letters and document the accounts.
- Cross train with Customer Service Manager on preparing cut-offs and bank deposits.
- Create service orders, complete service orders, and research open service orders and document the accounts.
- Co-ordinate with builders on other work orders as needed and documents the accounts.
- Responsible for locking and unlocking the main entrance to City Hall on a daily basis.
- Accurately transfer calls to all city employees and/or city council members when necessary.
- Maintain up to date public information in the customer service lobby.
- Serve as a point of contact for the residents wishing to complain through the Customer Service system.
- Distribute forms for a variety of departments, i.e. utility, permitting, public information requests, etc.
- Must be able to communicate effectively face-to-face, over the radio, and in writing with supervisor, co-workers, and the public.
- Provides assistance for Community Image, Building Inspections, Planning and Health Departments.
- Sits and performs data entry for long periods of time. This task is performed while answering phones and assisting in-person customers.
- Process, enter and ensure proper calculations of fees and payments for issuing residential, commercial permits with accuracy.
- Process permits applications and approvals within permitting software.
- Maintain printed material for the accessibility of the customers, public, contractors, builders, landowners, consultants and staff.
- Keep supervisor informed of relevant information pertaining to the department.
- May be required to perform other department duties as assigned.
- The ability to lift up to 25 pounds of paper products and data binders.
- Deal with the public in situations involving conflict and high degrees of stress which require considerable tact and judgement. Provide composed and helpful attitude and professionalism under all circumstances in a high customer volume setting which may cause stress and other adverse conditions.
- Understand and follow oral instruction, departmental policy, rules, procedures, and ordinances pertaining to the Customer Services Department.
- To analyze situations and adopt a quick, effective and reasonable course of action.
- Learn the use of all department equipment.
- Skilled in data entry and accounts receivable.
- Ability to communicate effectively both verbally and through written communications with internal and external customers and co-workers.
- Preference will be given to individuals that are bi-lingual, have municipal experience and/or have experience with Incode and Community Development software.
- Knowledge of Word and Excel.
- High School Diploma or GED.
- Five years experience in general office procedures.
- Three years experience in customer service field.
- Bi-lingual a plus.
- ICC Permit Technician Certification a plus.
- Incode and Community Development software knowledge a plus.
BENEFITS FOR ALL FULL-TIME/PART-TIME REGULAR EMPLOYEES INCLUDE:
TEXAS MUNICIPAL RETIREMENT SYSTEM
All full-time employees are participants of TMRS; this is a mandatory contribution. (Part-time regular employees who work a minimum of 20 hours per week are participants of TMRS) The employee contribution rate is 7% per pay period; the City matches the contribution 2-1. There is a 5 year vesting period. Employees are eligible to retire at any age after 20 years of service or at age 60 with 5 years of service.
OPTIONAL RETIREMENTThe City offers employees the option of contributing to a 457 Deferred Compensation Plan and/or Roth IRA's through payroll deduction. The City does not match these contributions.
SOCIAL SECURITY/FICA
These deductions are matched by the City.
MEDICAL, DENTAL & VISION COVERAGE
All full-time employees have Medical, Dental, Vision, Life w/AD&D, and LTD insurance coverage paid for by the City. (Part-time regular employees who work a minimum of 30 hours per week qualify for this coverage) Employees have the option of purchasing dependent coverage.
SECTION 125 IRS BENEFIT PLANS
Employees who have dependent health or any supplementary insurance premiums deducted from their checks are eligible to pay their premiums, "pre-taxed". Pre-taxed flexible spending accounts are also available for health and dependent care.
VOLUNTARY/SUPPLEMENTAL BENEFITS
Employees have the option of purchasing supplemental benefits through AFLAC and LegalShield.
VACATION
Full-time employees vacation accrues as follows:
0-5 years 10 days per year
5-10 years 15 days per year
10-20 years 20 days per year
20+ years 25 days per year
Employees are eligible to take vacation after 6 months of employment.
Part-time regular employees accrue vacation leave at ½ the accrual rate of a full-time employee.
SICK LEAVE
Sick leave accrues at 8 hours per month for full-time employees. (Fire accrues at 12 hours per month) Maximum accrual is 1,040 hours.
Part-time regular employees accrue sick leave at ½ the accrual rate of a full-time employee.
SICK LEAVE POOL
The sick leave pool allows the employees to donate up to 24 hours of sick leave per year (employees must have a minimum of 96 hours of sick leave accumulated before contributing). This pool was created to help employees during a catastrophic injury or illness.
HOLIDAYS
Full-time employees receive 14 paid holidays per year. This includes 1 personal floating holiday that may be taken at any time during the calendar year after 6 months of employment.
New Year's Day Columbus Day
Martin Luther King Jr. Day Veterans Day
Presidents Day Thanksgiving Day
Good Friday Day after Thanksgiving
Memorial Day Christmas Eve
Juneteenth Christmas Day
Independence Day Floating Holiday (Personal Day)
Labor Day
Part-time regular employees accrue holiday leave at ½ the accrual rate of a full-time employee.
LONGEVITY
All full-time employees with more than 1 year of service are eligible to receive longevity pay at the rate of $10 per month for each month of service. This is paid once a year in November. Part-time regular employees become eligible to receive this benefit after 5 years of service.
CERTIFICATE PAY
Some employees may be eligible to receive Certificate Pay in increments of $50, $100 or $125 per month depending upon the type of certification. Certification that is required per the job description in order to be employed is not eligible for pay under this plan.
TUITION REIMBURSEMENT
Full-time employees may be reimbursed up to $300 per semester for college courses. The courses must relate to their job, must have a passing grade of at least a "C", and obtain Director approval. This benefit may be used after 6 months of employment.
EMPLOYEE ASSISTANCE PROGRAM (EAP)
Provided by the city to help employees and their family members manage life's challenges by identifying options and making informed choices regarding Counseling Services, Legal Services, Financial Services, and Work/Life Wellness Resources.
PARK PASSES
Full-time and part-time regular employees receive a free year round park pass that can be used at Stewart Creek and Hidden Cove Park.
