Customer Support Specialist I
2 weeks ago
DEPARTMENT: ADMINISTRATION - FINANCE
STATUS: NON-EXEMPT/UNION
REPORTS TO: FINANCE DIRECTOR, CUSTOMER SERVICE MANAGER, OR ANOTHER APPOINTED SUPERVISOR
I. POSITION SUMMARY
This role necessitates the capability to swiftly acquire knowledge and to manage multiple tasks in a dynamic, detail-oriented environment. The position also demands adherence to instructions, compliance with policies and procedures, and the ability to accurately operate, maintain, and balance a cash drawer. Strong interpersonal skills are essential for engaging with the public and internal staff, as well as proficiency in drafting correspondence and managing spreadsheets. A readiness to work additional hours when necessary, including informal monthly staff meetings, is expected.
This position involves interaction with a diverse range of stakeholders, including residents, businesses, legal professionals, financial institutions, property managers, real estate agents, vendors, and governmental entities.
This is a union hourly position, subject to a one (1) year probationary period, with a starting pay rate of $20.35.
II. ESSENTIAL DUTIES AND RESPONSIBILITIES: The following functions are fundamental to this position and are not intended to be an exhaustive list of all job duties.
- Welcomes incoming customers and addresses inquiries via phone, email, etc., ensuring customer emails are responded to within 48 hours.
- Processes all incoming payments.
- Balances cash drawer daily and prepares the corresponding bank deposit.
- Drafts correspondence and emails as necessary for conducting business.
- Collaborates with team members or management when needed to expedite the collection process.
- Registers customers for utility services.
- Maintains a spreadsheet of utility customers seeking payment arrangements or financial assistance.
- Collects mail.
- Begins training, including cross-training, in other departmental responsibilities.
- Exhibits sound judgment and diplomacy when addressing customer requests and interacting with team members and management.
- Maintains confidentiality regarding all financial and systems-related information.
- Adheres to organizational and departmental policies and guidelines.
- Performs additional duties as assigned to support daily operations.
- Proficiency in Microsoft Office applications, including Excel and Word.
- Dependable and detail-oriented.
- Excellent written and verbal communication skills.
- Strong customer service abilities.
- Proficient in grammar (English) and business mathematics, with a preference for candidates with an accounting background.
- Records management skills are essential.
- Ability to lift up to 50 lbs.
- Spanish language skills may be preferred.
- High school graduation with a focus on business courses is required.
- Preferred: College-level coursework in business administration and/or accounting.
- Preferred: Bachelor's degree in a related field.
- 1-3 years of experience in relevant environments such as municipalities, offices, cashiering, banking, retail, or customer service.
- Preference may be given to candidates experienced with the organization's software applications.
- Work involves sitting, standing, and operating in an administrative office setting for extended periods.
- Ability to answer phones, communicate verbally, and draft written correspondence (both physical and digital) is required for daily tasks.
- Must successfully pass a criminal and credit background investigation.
- Must possess and maintain a valid motor vehicle operator's license.
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