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 required. The incumbent is expected to demonstrate sound judgment, independence, initiative, and professional expertise in daily operations. All responsibilities must be executed in compliance with organizational policies and relevant regulations.

KEY RESPONSIBILITIES include, but are not limited to:
  • Responding to client inquiries regarding account details, 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 the preparation and finalization of contracts;
  • Managing daily filing tasks involving computer-generated reports;
  • Establishing payment arrangements as needed;
  • Handling incoming and outgoing mail;
  • Typing at a speed of 30 words per minute;
  • Coordinating special meter readings, changes, and investigations for high billing;
  • Answering and routing calls on a multi-line phone system, taking messages when necessary;
  • Welcoming and directing walk-in clients;
  • Maintaining a log of customer calls and tracking the distribution of calls received by clerks;
  • Preparing reports summarizing all calls and walk-ins;
  • Assisting with paperwork filing as required;
  • Providing support for customer inquiries as necessary.
ADDITIONAL FUNCTIONS

Performs other duties as assigned.

PERFORMANCE EXPECTATIONS

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

SUPERVISORY RESPONSIBILITIES

This position does not involve supervising any staff.

QUALIFICATIONS
  • To be successful in this role, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and abilities required. 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 work.
SKILLS AND ABILITIES
  • Ability to interact with the public with patience, courtesy, and tact in person and over the phone;
  • Ability to address routine customer inquiries using a computer terminal as time allows;
  • Ability to implement and maintain an organized filing system for walk-in and phone-in inquiries;
  • Ability to accurately compare names and numbers and perform basic arithmetic calculations;
  • Ability to communicate effectively both orally and in writing;
  • Ability to follow specific instructions related to work duties;
  • Ability to operate standard office equipment, including scanners, and perform light typing and data entry;
  • Ability to consistently and accurately perform routine clerical tasks;
  • Ability to apply departmental rules and regulations relevant to assigned tasks.
LANGUAGE SKILLS
  • Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees.
  • MATHEMATICAL SKILLS
  • Ability to perform basic mathematical operations including addition, subtraction, multiplication, and division using whole numbers, fractions, and decimals. Ability 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 incumbent must be capable of addressing problems involving several concrete variables in standardized situations. The work consists of simple, repetitive tasks with an understanding of procedures directly relevant to assigned tasks. The incumbent is responsible for adhering to standard departmental procedures and regulations while performing required duties. There is limited opportunity for decision-making during routine assignments, but analysis and judgment are necessary when assisting customers with issues. Work may be reviewed for quality and accuracy at critical phases and upon completion. Errors in judgment may not be immediately apparent through supervisory review but can have adverse effects 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 position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to sit and communicate effectively. The employee frequently uses hands to manipulate objects 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 encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The incumbent works in a standard office environment, typically seated, standing, or walking at will while performing routine and repetitive tasks. Stress may occur when dealing with challenging customers, and stress is frequently experienced due to a high volume of incoming calls.

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