Customer Service Representative I

3 weeks ago

Smyrna, United States Town of Smyrna Full time

POSITION TITLE : CUSTOMER SERVICE REPRESENTATIVE I DEPARTMENT : ADMINISTRATION - FINANCE STATUS : NON-EXEMPT/UNION REPORTS TO : FINANCE DIRECTOR, CUSTOMER SERVICE MANAGER, OR ANOTHER APPOINTED SUPERVISOR I. POSITION SUMMARY This position requires the ability to learn quickly and to multi-task in a fast-paced, highly detail-oriented, environment. This position also requires the ability to follow directions, to follow policy and procedures; to operate, maintain, and reconcile a cash drawer with accuracy; ability to work with the public and with Town staff; ability to prepare correspondence; ability to create and maintain spreadsheets; ability to operate calculator, other office equipment, and computer software. A willingness to work overtime when required, which includes informal monthly staff meetings. Diverse spectrum of exposure and communication levels with, but not limited to, residential, (homeowners/landlords and tenants), businesses, (commercial and industrial), attorneys, mortgage companies, banks, property managers, realtors, vendors, Mayor and Council, and other governmental agencies. This is a hourly, union, position, with a one (1) year probationary period, starting at $20.35. II. ESSENTIAL DUTIES AND RESPONSIBILITIES : These essential functions are fundamental, core functions common to this position and are not intended to be an exhaustive list of all job duties. Greets incoming customers and receives and responds to customer inquiries via phone, email etc., (customer emails should be responded to within 48 hours of receipt). Process all incoming payments. Reconciles cash drawer daily and prepares respective bank deposit. Creates correspondence and emails as applicable in conducting Town of Smyrna business. Enlists the efforts of team members or management when necessary to accelerate the collection process. Signs up customers for utility services. Maintains spreadsheet of utility customers seeking payment arrangements/financial assistance. Retrieve mail. Begin training, including cross-training, with other departmental duties. Demonstrates solid judgement and diplomacy when dealing with customer requests and when interacting with team members and management. Maintains the highest level of confidentiality of all financial and systems-related information. Follows Town of Smyrna and departmental policies and guidelines. Perform other duties as assigned in providing daily support for the Town of Smyrna. III. REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES Requires proficiency in Microsoft Office solutions including Excel and Word. Dependable and detail oriented. Requires excellent written and oral communication skills. Requires excellent customer service skills. Requires proficiency with grammar, (English), and in business math with preference given to an accounting background. Requires records management skills. Ability to lift up to 50 lbs. Spanish-speaking skills may also be given preference. IV. REQUIRED EDUCATION AND EXPERIENCE Graduation from high school with emphasis on business courses is required. College level course work in business administration and/or accounting is preferred. Bachelor's degree in related field preferred. 1-3 years of experience in the following environments preferred: municipality, office, cashiering, banking, retail, customer service backgrounds. Preference may also be given to experienced users of the Town's software application, (currently SunGard/Central Square Public Sector/Tyler-Munis). VI. ADA REQUIREMENTS : Work requires sitting, standing, and working in an administrative office setting for extended periods of time. Work requires the ability to answer the phone, verbally communicate, draft written correspondences, (physical and digital), to perform daily tasks. VII. ADDITIONAL REQUIREMENTS : Must pass criminal and credit background investigation Possession and retention of a valid motor vehicle operator's license issued by the State of Delaware. #J-18808-Ljbffr

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