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Customer Service Representative II

3 months ago

Escondido, United States City of Escondido Full time

If you want to join a hardworking team that shares a commitment to provide top-quality municipal services in a prime North County location, consider a career with the City of Escondido. We have an opening for the position of Customer Service Representative II in our Finance Department/Utility Billing Division. Under general supervision, performs a variety of customer service duties including those in support of the City's utility service and billing functions, business licensing, concession stand or other area to which assigned; performs a wide variety of accounts receivable, account maintenance, data entry, billing, and public contact work in support of the assigned customer service function. DISTINGUISHING CHARACTERISTICS Customer Service Representative II: This is the full journey level class in the Customer Service Representative series performing the full range of customer service duties including cashiering, data entry, billing, public contact, and general office support duties with only occasional instruction or assistance. Positions at this level are distinguished from the Customer Service Representative I level by the performance of the full range of duties as assigned, working independently, applying well developed customer service knowledge, and exercising judgment and initiative. 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. General Functions: Performs a full range of customer service duties; responds to customer questions on the phone, at the counter, and/or electronically; updates customer-facing resources for area of responsibility; researches, resolves, and responds to customer concerns and complaints; explains departmental policies and procedures to the public. Identifies and develops process improvements and service delivery solutions for functional area of responsibility. Serves as cashier; accepts and applies over the counter payments for a variety of City services depending on area of assignment; enters payments into computer; balances receipts, counting and verifying money received; prepares deposits. Operates computer terminal to enter payments, new account and/or license information, changes to existing accounts or licenses, and related information. Issues payments for petty cash vouchers; submit petty cash reimbursement forms; order cash; balances petty cash. Participates in the preparation and maintenance of a variety of files, logs, records, and reports; prints and distributes reports; participates in the auditing of a variety of reports depending on area of assignment; identifies and corrects errors and reconciles discrepancies. May generate and mail periodic computer billings and correspondence including delinquent and courtesy notices. Monitors and maintains adequate quantities of supplies and forms; revises and stocks information sheets. Receives and processes incoming mail and returned mail. May serve as a department liaison on projects, programs, and workgroups. Performs related duties as required. Finance/Utility Billing Functions: Receives and processes payments for water utility bills; processes checks and money orders received including verifying name, account number, dollar amount due and paid, and signature; researches and resolves billing problems; enters payment into computer; reconciles and adjusts customer accounts; generates notice of balance due or past due, as required; downloads payments processed daily. Receives and processes requests for water service including new service, restoration and termination. Processes and verifies non-sufficient funds (NSF) checks received in payment for various City fees and charges; notifies customer; collects payments; directs receipts to proper departments; sends non-collected NSF’s to collection officer. Assists customers with temporary meters and new meters; processes meter exchanges; records meter sales; sets up computer records for new meter installations; maintains meter inventory. Requests and processes re-reads and adjusts utility bills. Processes credit refunds; verifies account information; processes request for refund from accounts payable; sends report to accounts payable for processing of checks. QUALIFICATIONS Knowledge of: Bookkeeping and clerical accounting principles, practices, and terminology. Methods, procedures, practices, and terminology used in billing and financial record keeping work. Modern office procedures, methods, and equipment including computers, typewriters, printers, copiers, and telephone answering devices. Computer applications such as word processing, spreadsheets, and statistical databases. Principles and practices of fiscal, statistical, and administrative record keeping and reporting. Principles of business letter writing and basic report preparation. Methods and techniques used in customer service and public relations. Receptionist and telephone techniques. Basic programs and services of the organization relating to service fees, billing, and account maintenance. English usage, spelling, grammar, and punctuation. Mathematical principles. Ability to: Perform responsible bookkeeping, clerical accounting, and customer service duties. Understand the organization and operation of the City and of outside agencies as necessary to assume assigned responsibilities. Understand, interpret and apply general and specific administrative and departmental policies and procedures. Exercise tact and judgment in responding to inquiries and resolving complaints and problems. Make mathematical computations rapidly and accurately. Find and reconcile discrepancies in balancing accounts. Implement and maintain standard filing systems. Maintain records and reports. Operate and use modern office equipment including a computer and various software packages. Operate 10-key calculator by touch. Type and enter data at a speed necessary for successful job performance. Work under steady pressure with frequent interruptions and a high degree of public contact by phone or in person. Demonstrate an awareness and appreciation of the cultural diversity of the community. Communicate clearly and concisely, both orally and in writing. Establish and maintain effective working relationships with those contacted in the course of work. Education/Training: Equivalent to the completion of the twelfth grade. Experience: Two years (full-time equivalent) of responsible experience performing duties comparable to a Customer Service Representative I in the City of Escondido or comparable experience performing clerical accounting duties involving considerable public contact. NOTE: For a complete listing of job duties and qualifications, please refer to the corresponding job description, which can be obtained from the Human Resources Department or downloaded from the City's web site. SELECTION PROCEDURE Applications will be screened and the most qualified candidates will be invited to appear for testing. All positions require the ability to read, write and speak English. Types of tests may include written and/or oral examination, physical agility, practical exam or other appropriate job-related selection process. All appointments are subject to the successful completion of background investigation including LIVESCAN fingerprinting, and will be required to submit verification of the legal right to work in the United States. The City of Escondido participates in E-Verify. VETERANS' PREFERENCE Eligible individuals are those who meet the following criteria: Served in the U.S. armed forces Received an honorable discharge Did not retire from military service Seeking employment with the City of Escondido for the first time. #J-18808-Ljbffr