Summary

Responsible for assisting City of Denton customers by phone, electronically, and in person with payments, inquiries, and service requests in a friendly and professional manner.

Essential Functions and Other Important Duties

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

DUTIES

Handle heavy phone traffic for departments Citywide.
Perform routine office duties, including but not limited to, providing phone, electronic and face-to-face support to customers, appropriately directing internal and external customers, processing drop box payments, posting payments and handling incoming and outgoing mail.
Assist with interdepartmental cash and reporting/tracking functions.
Receive, maintain, and account for monies and provide payment receipts; ensure compliance with the City of Denton and applicable department internal cash handling policies.
Account for and balance cash drawer daily, prepare daily deposit for the bank and ensure compliance with the City of Denton and Customer Service internal cash handling policies; keep accurate records and update personal data on accounts in the billing, as needed.
Process commercial account set ups; validate Tax IDs.
Assist with projects and performs back-office assignments, as needed.
Assist peers with questions, errors, and escalated customer issues.

CUSTOMER SERVICE

Process internal and external customer requests related to utility accounts, including but not limited to, account setup or closure, billing for services, payment arrangements and rate calculations.
Receive, maintain, and account for monies for utilities; provide payment receipts.
Process commercial account set ups; validate Tax IDs.
Explain available solid waste services, calculate associated costs, and complete service contracts; generate and process solid waste work orders; maintain and file contracts in an organized manner.
Process, logs, and files water leak adjustment and leak check requests.
Serve as a back-up to Customer Service Rep II in their absence.

SUPERVISORY/BUDGET RESPONSIBLITIES

None.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job Requirements

EDUCATION, EXPERIENCE AND LICENSES/CERTIFICATIONS

High School diploma or equivalent; and,
One (1) year customer service experience; and,
Six (6) months of cash handling experience,

Any combination of related education, experience, certifications, and licenses that will result in a candidate successfully performing the essential functions of the job.

REQUIRED SKILLS/ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

Knowledge of applicable laws and regulations, as well as City of Denton policies and procedures.
Skill in identifying moderate problems and implement solutions.
Skill at an intermediate level, working with Microsoft Office 365, and other software systems to complete work.
Skill in interpersonal relationships, including using tact, patience, and courtesy.
Skill in providing exceptional service to internal and external customers.
Ability to establish and maintain effective interpersonal relationships.
Ability to be flexible and adaptable to changing work environment to facilitate/accomplish needed activities.
Ability to document all adjustments necessary and approved to complete the project.
Ability to communicate effectively, both in oral and in written forms, speak publicly, and listen intently to other points of view.
Ability to work independently to manage multiple work tasks while balancing competing priorities with attention to detail and in a fast-paced environment.
Ability to establish and maintain effective interpersonal relationships.
Ability to accurately prepare and maintain records, files, and reports.
Ability to handle records and moderate situations of a confidential nature.
Ability to handle difficult and stressful situations with professional composure and confidentiality.
Ability to meet Quality Assurance Requirements and other key performance metrics for the call center operations.

CONDITIONS OF EMPLOYMENT

Must pass a drug test, criminal history background check, and social security number verification.
Must be able to work Departmental published hours of operation.
For Solid Waste – Must be able to pass physical examination.

Environmental Factors and Conditions/Physical Requirements

SAFETY

Perform preventive maintenance on tools and equipment; ensure equipment is in safe operating condition.
Follow established safety procedures and techniques to perform job duties including lifting and climbing; operate tools and equipment according to established safety procedures.
Promptly report unsafe conditions in work area and/or any conditions that are not immediately correctable to supervisor.

WORKING CONDITIONS/PHYSICAL REQUIRMENTS

Safety Sensitive (Subject to random drug testing): No
Tools/Equipment Used: Standard office equipment, including computer and peripherals, internet access to access the City of Denton secure virtual network.
Posture: Prolonged sitting and standing; occasional stooping, squatting, kneeling, bending, pushing/pulling, and twisting.
Motion: Frequent repetitive hand motions, including keyboarding and use of mouse; occasional reaching.
Lifting: Lifting no more than 10 pounds.
Environment: Works in an office and/or home-office setting with dedicated work area free from interruptions; occasionally requires irregular and/or prolonged hours.
Travel: Travels to City of Denton buildings and professional meetings as required.
Attendance: Regular and punctual attendance at the worksite is required for this position. Must be able to work after normal business hours to complete daily tasks.
For Customer Service - May work from home for as much as 90% of scheduled hours with supervisor approval, based on business necessity.
Mental Demands: Maintains emotional control under stress; works with frequent interruptions.

CORE VALUES

Inclusive
Collaborative
Service-Oriented
Strategically Focused
Fiscally Responsible

TOP TIER BENEFITS

Medical, dental, vision, coverage in addition to life and disability insurance plans
Employee Health Clinic
Paid Vacation Days and Paid Holidays
Retirement Plan

EEO STATEMENT

City of Denton is an equal opportunity employer. It is City of Denton’s policy to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants without regard to any protected class, status, characteristic, or activity. All employment decisions, including decisions regarding recruitment, selection, hiring, compensation, benefits, training, advancement, discipline, discharge, and other terms, conditions, and privileges of employment are made without regard to any lawfully protected class, status, characteristic, or activity.

ADA/EOE/ADEA

This job description is not an employment agreement, contract agreement, or contract. Management has exclusive right to alter this job description at any time without notice.

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Customer Service Representative I