Customer Support Specialist I

2 weeks ago


Smyrna, Delaware, 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 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.
III. REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:
  • 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.
IV. REQUIRED EDUCATION AND EXPERIENCE:
  • 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.
VI. ADA REQUIREMENTS:
  • 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.
VII. ADDITIONAL REQUIREMENTS:
  • Must successfully pass a criminal and credit background investigation.
  • Must possess and maintain a valid motor vehicle operator's license.


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