Customer Service Representative

2 weeks ago

Fort Wayne, Indiana, United States City of Fort Wayne Full time
Job Overview:

POSITION SUMMARY

Under the supervision of the Customer Relations Manager, the individual in this role will assist clients with inquiries related to their accounts, including the initiation and cessation of services as requested. The role requires the exercise of sound judgment, independence, initiative, and professional expertise in daily operations. All responsibilities must be executed in compliance with municipal and departmental policies, as well as federal, state, and local regulations.

KEY RESPONSIBILITIES include, but are not limited to:
  • Providing assistance to clients with account-related inquiries, both in-person and via telephone, while documenting all interactions;
  • Conducting online data entry related to customer accounts;
  • Generating duplicate invoices for customer accounts;
  • Facilitating the initiation and termination of services, including contract management;
  • Performing daily filing tasks associated with computer-generated reports;
  • Establishing payment arrangements as necessary;
  • Managing incoming and outgoing mail;
  • Typing at a minimum speed of 30 words per minute;
  • Coordinating special meter readings, changes, and investigations of high billing;
  • Answering and directing calls on a multi-line phone system, taking messages when required;
  • Welcoming and guiding walk-in clients;
  • Maintaining a log of customer calls and tracking call allocations;
  • Preparing reports summarizing all calls and walk-ins;
  • Assisting with the organization of paperwork as needed;
  • Addressing customer inquiries as necessary.
ADDITIONAL FUNCTIONS

Performing other duties as assigned.

PERFORMANCE EXPECTATIONS

The individual is accountable for managing their performance in alignment with this job description and the expectations set forth by management. Should there be any uncertainty regarding their role or specific responsibilities, it is the individual's duty to refer to their job description and seek clarification from their supervisor. Management will collaborate with the individual as needed to ensure that performance expectations are clearly communicated and that performance goals are met.

SUPERVISORY RESPONSIBILITIES

This position does not involve the supervision of any staff.

QUALIFICATIONS
  • To successfully perform this role, an individual must be capable of executing each essential duty satisfactorily. The requirements outlined below represent the knowledge, skills, and/or abilities necessary. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
  • EDUCATION AND EXPERIENCE
  • A high school diploma and six months to one year of experience in clerical or customer billing roles.
OTHER SKILLS AND ABILITIES
  • Ability to interact with the public with patience, courtesy, and tact, both in person and over the phone;
  • Capability to respond to routine customer inquiries using a computer terminal as time allows;
  • Ability to establish and maintain an organized filing system for walk-in and phone-in areas;
  • Proficiency in comparing names and numbers and performing basic arithmetic calculations;
  • Effective oral and written communication skills;
  • Ability to follow specific instructions related to work duties;
  • Competence in operating standard office equipment, including scanners, and performing light typing and data entry;
  • Consistency and accuracy in performing routine clerical tasks;
  • Understanding of departmental rules and regulations pertinent to assigned tasks.
LANGUAGE SKILLS
  • Ability to read and interpret documents such as safety guidelines, operating instructions, and procedural manuals. Proficiency in writing routine reports and correspondence. Capability to speak effectively before groups of customers or employees.
  • MATHEMATICAL SKILLS
  • Ability to perform addition, subtraction, multiplication, and division in various units of measure, using whole numbers, common fractions, and decimals. Capability to compute rates, ratios, and percentages, and to interpret bar graphs.
  • REASONING ABILITY
  • Ability to apply common sense understanding to carry out instructions provided in written, oral, or diagram form. The individual must be capable of addressing problems involving several concrete variables in standardized situations. The work consists of simple, repetitive tasks with the understanding and ability to apply procedures relevant to assigned tasks. The individual is responsible for adhering to standard departmental procedures and regulations while performing required duties. While there is limited opportunity for decision-making in routine assignments, analysis and judgment are necessary when assisting customers with issues. Work may be subject to review for quality and accuracy at critical phases and upon completion. Errors in judgment may not be immediately apparent through supervisory review but can manifest through negative impacts on operations.

CERTIFICATES, LICENSES, REGISTRATIONS

None required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this position, the employee is regularly required to sit and communicate verbally or audibly. The employee frequently uses hands to manipulate, handle, or feel and reach with hands and arms. The employee may occasionally be required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required for this role include close vision, distance vision, and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The individual works in a standard office environment, typically seated, standing, or walking at will while performing routine and repetitive tasks. Stress may arise when dealing with challenging customers, and high call volumes can frequently contribute to stress.

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