Senior Customer Service Representative
GENERAL PURPOSE
Provide lead supervision to the Customer Service
Representatives and other staff; assist Customer Service
Representatives with difficult customer complaints; perform
credit adjustments; process new and complete utility
services, sales tax and business license fees; bank deposits
and monthly activities, and other advanced accounting
functions.
DISTINGUISHING CHARACTERISTICS
This is the advanced journey level class in the Customer
Services Representative series. Positions at this level are
distinguished from other classes within the series by the
level of responsibility assumed and the complexity of duties
assigned. Employees perform the most difficult and
responsible types of duties assigned to classes within its
series, including customer collections, technical support
for other Customer Services Representatives, lead
supervision, etc. Employees at this level are required to be
fully trained in all procedures related to assigned area of
responsibility.
SUPERVISION RECEIVED AND EXERCISED
Receive general supervision from the Customer Services
Supervisor, Billing & Collection Supervisor or Tax and
License Supervisor. Provide lead supervision to Customer
Services Representatives and other staff.
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.
• Responds to and resolves difficult and sensitive citizen
inquiries and complaints; answers customer complaints
regarding charges, delinquencies and refunds; responds to
difficult complaint calls pertaining to billing policies and
procedures
• Analyzes taxpayer, customer and delinquent accounts, makes
determinations regarding appropriate action including
extended payment agreements, collection referrals and
write-off status based on interpretation of the City Code,
ordinances and administrative regulations
• Provides lead supervision, training, guidance and
assistance to Customer Service Representatives and other
staff on service orders, adjustments, re-bills, meter
changes, sales tax, business licensing, etc
• Recommends and assists in the implementation of goals and
objectives, schedules, methods, and policies and procedures
for the Customer Service Representatives.
• Inputs retrieves and updates customer data and text
information related to utility billing accounts into the
computerized utility billing system; including payments,
orders, adjustments for returned checks, etc
• Reconciles deposits, payments and general receipts for
posting to the General Ledger Plan, assigns, and supervises
the work of assigned customer service personnel performing
activities related to utility billing, cashiering, sales
tax, licensing and other accounting functions
• Participates in the selection of staff; monitors employee
performance objectives; provides input for employee
performance reviews; provides or coordinates staff training;
works with employees to correct deficiencies and identify
opportunities for improvement; supervise, train, and
evaluate assigned personnel
REQUIRED QUALIFICATIONS
High School Diploma or GED supplemented by training or
course work in accounting, business, customer service or a
related field and three years of significant public contact
in a business, service, or customer service environment.
DESIRED QUALIFICATIONS
Extensive knowledge of the principles and techniques of
customer service; City ordinances, policies and procedures
relating to utility billing; modern office procedures and
methods, including office automation and computer procedures
and equipment; principle procedures of accounting,
bookkeeping and mathematics. Experience with a variety of
computer software programs such as 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 10 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: 01/07
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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