Client Relations 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 demands a quick learner who can manage multiple tasks in a dynamic and detail-focused environment. The candidate must be adept at following guidelines and procedures, managing a cash drawer with precision, and interacting effectively with the public and internal staff. Responsibilities include drafting correspondence, maintaining spreadsheets, and utilizing office equipment and software efficiently. A commitment to working overtime when necessary, including participation in informal monthly meetings, is essential.

The position involves engaging with a diverse range of stakeholders, including residents, businesses, legal professionals, financial institutions, property managers, and government entities.

This is a unionized hourly position, with a one (1) year probationary period, commencing at a competitive hourly rate.

II. ESSENTIAL DUTIES AND RESPONSIBILITIES: The following functions are core to this position and are not intended to be an exhaustive list of all responsibilities.
  • Welcomes incoming clients and addresses inquiries via phone, email, etc., ensuring customer emails are responded to within 48 hours.
  • Processes all incoming payments efficiently.
  • Reconciles cash drawer daily and prepares corresponding bank deposits.
  • Drafts correspondence and emails pertinent to departmental operations.
  • Collaborates with team members or management to expedite the collection process.
  • Enlists customers for utility services.
  • Maintains a record of utility customers seeking payment arrangements or financial assistance.
  • Retrieves mail as needed.
  • Begins training, including cross-training, in other departmental functions.
  • Exhibits sound judgment and diplomacy when handling customer requests and interacting with colleagues and management.
  • Maintains confidentiality regarding all financial and system-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, particularly Excel and Word.
  • Dependable and detail-oriented.
  • Excellent written and verbal communication skills.
  • Strong customer service capabilities.
  • Proficient in English grammar 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 advantageous.
IV. REQUIRED EDUCATION AND EXPERIENCE:
  • High school graduation with a focus on business courses is required.
  • Preferred: College 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 environment for extended periods.
  • Requires the ability to answer phones, communicate verbally, and draft written correspondence (both physical and digital) to perform daily tasks.
VII. ADDITIONAL REQUIREMENTS:
  • Must successfully pass a criminal and credit background check.
  • Must possess and maintain a valid motor vehicle operator's license.


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