Customer Service Representative II

17 hours ago


Dallas, Texas, United States DALLAS-CITY OF Full time
Job Summary

As a Customer Service Representative II at the City of Dallas, you will be responsible for providing exceptional customer service and support to the public. This role requires strong communication and problem-solving skills, as well as the ability to work independently and make sound judgments.

Key Responsibilities
  • Respond to customer inquiries and resolve issues in a timely and professional manner.
  • Provide information and assistance on various city services, including water and sewer accounts, parks reservations, and policy or procedural concerns.
  • Monitor and handle call center calls, ensuring that customer service representatives are performing interactions professionally.
  • Update customer accounts and records to ensure accuracy and identify delinquent accounts or when fine and arrest warrants should be cancelled.
  • Research and initiate investigations of misapplied payments or billing complaints to determine the cause of a problem and offer resolutions.
  • Process money transactions, including receiving, verifying, and counting currency, checks, and money orders.
  • Investigate problems and gather and analyze information to advise the public and resolve problems in compliance with city ordinances and regulations.
Requirements
  • Knowledge of professional customer service and call taking skills.
  • Ability to determine concerns and service requests and identify courses of action.
  • Ability to interpret ordinances, codes, and departmental policy.
  • Ability to communicate effectively, both orally and in writing.
  • Ability to interact tactfully with employees and the public.
  • Ability to prepare clear and concise reports.
  • Establishing and maintaining effective professional relationships.


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