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Customer
Services Representative
GENERAL PURPOSE
Perform a wide variety of customer service duties involving
requests for service, handling customer complaints,
providing information and maintaining related financial
records.
SUPERVISION RECEIVED AND EXERCISED
Receive general supervision from Finance Department
management. Exercise no supervision.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The duties listed below are intended only as illustrations
of the various types of work that may be performed. The
omission of specific statements of duties does not exclude
them from the position if the work is similar, related or a
logical assignment to this class.
• Accepts applications for utility services over the phone,
internet, or in person, determines what services the City
provides to that address, checks application and/or lease
agreement for accuracy and enters information into computer
• Prepares and processes service orders for various City
services including, but not limited to water turn-ons &
turn-offs, water meter installations, meter tests, meter
re-reads, delivery of sanitation containers, checks for
leaks and verifies service.
• Receives permits from Community Development for new
addresses in the City, determines what services the City
provides to the address, sets up accounts in the computer.
• Responds to and resolves difficult and sensitive inquires
and complaints from citizens and other agencies regarding
charges, delinquencies, refunds and services; responds
verbally and sometimes in writing, to difficult complaint
calls relating to billing policies or procedures.
• Inputs, retrieves and updates customer data and account
status related to utility billing accounts into the
computerized utility billing system.
• Researches and prepares adjustments to utility accounts
for incorrect billings and, upon approval from supervisor,
enters adjustments into utility billing system.
• Receives payments from the public for a variety of City
services both through the mail and in person; checks payment
for accuracy and either produce a customer receipt or
batches payments into groups and posts payments into
computer.
• Maintains accurate daily computer input, accounting for
all cash transactions and payments.
• Receives deposits from other city departments, verifies
deposits for accuracy and produce receipt of deposit on cash
register into proper general ledger code for that particular
revenue, fee or service charge.
• Balances daily receipts to monies received, prepares daily
revenue summary sheets, prepares daily bank deposits for
pickup by armored car .
• Analyzes delinquent accounts and makes determinations
regarding appropriate action, including extending payment
agreements or disconnecting services.
• Receives and processes applications for Sales Tax and/or
Business licenses; reviews applications for accuracy,
completeness and compliance with standard procedures;
receives, logs, balances and deposits payments; inputs and
maintains complex records of financial and accounting
information.
• Receives sales tax returns and payments; verifies amount
of payment with amount listed on return; reviews return for
correct deductions and correct tax paid; balances and
deposits payments in cash register system; enters sales tax
returns into sales tax computer system; prepares and mails
licenses to applicants who were approved and prepares and
mails disapproval letters to those applicants whose
applications for a license were denied.
• Receives, investigates and posts returned checks back to
utility accounts for collection.
• Performs a variety of general duties including typing,
maintaining files and records, gathering information and
maintaining supplies.
• Verifies accuracy of sewer fee calculations for
residential accounts to determine new sewer fee.
• Trains other employees on various aspects of the job.
• Work independently in the absence of supervision.
• Performs related duties, as assigned.
REQUIRED QUALIFICATIONS
High School Diploma or GED supplemented by experience
involving significant public contact in a business or
service environment and two years of responsible office or
customer service experience including customer service.
DESIRED QUALIFICATIONS
Knowledge of principles and techniques of customer service,
accounting and bookkeeping; Cash handling and methods and
equipment used in processing cash; principles of
intermediate mathematics, including percentages, division,
multiplication problem solving and general statistical
procedures; business letter writing and basic report
preparation; modern office procedures and methods, including
office automation and computer procedures and equipment.
Experienced with a variety of computer software programs
such as Microsoft Office, spreadsheets, and word processing.
PHYSICAL AND MENTAL DEMANDS
The physical and mental demands described here are
representative of those that must be met by employees to
perform the essential functions of this class successfully.
Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.
Physical Demands
While performing the duties of this class, employees
regularly are required to sit; talk or hear, in person and
by telephone; use hands repetitively to finger, handle, feel
or operate computers, and other standard office equipment;
and reach with hands and arms. Employees are required to
walk, kneel, stoop, climb and stand and occasionally to lift
up to 25 pounds of force occasionally and/or negligible
amount of force frequently to move objects; involves sitting
most of the time.
Work Environment:
The work environment characteristics described here are
representative of those an employee encounters while
performing the essential functions of this class. Reasonable
accommodations may be made to enable individuals with
disabilities to perform the essential functions.
The employee works under typical office conditions where the
noise level is moderately quiet.
FLSA Status: Non-exempt
Revised: 02/08
City of Peoria Arizona an Equal Opportunity Employer
DURING THE SELECTION PROCESS, ANY
APPLICANT REQUIRING ACCOMMODATION FOR A DISABILITY SHOULD ADVISE THE HUMAN RESOURCES
DEPARTMENT.
Employment Hotline (Voice Only):
623-773-7105
Human Resources (Voice/TDD): 623-773-7100
EOE M/F/D/V
AN EQUAL OPPORTUNITY EMPLOYER
OPORTUNIDAD DE EMPLEO CON DERECHOS IGUALES
8401 West
Monroe St, Suite 110 - Peoria Arizona 85345 - (623) 773-7100
- Fax (623) 773-7149 |
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