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.

• Process internal and external customer requests, including but not limited to, weigh-in and weigh-out customers on Weigh Station scales, identify and screen waste materials being delivered to the landfill, and help customers understand waste disposal and Solid Waste rules and regulations.
• Receive, maintain, and account for monies for Solid Waste Landfill customers, accepts card payments, authorize billing of charge account customers, and issue receipts; assist with active/inactive delinquent Solid Waste accounts collections.
• Enter accurate data into the Weigh Station software, including but not limited to landfill records; produce and verify of reports.
• Assist with new application(s) and computer information system modification(s) and upgrade(s) testing, as needed.
• Assist at Home Chemical Collection (HCC) Division, including but not limited to, greeting customers, screen and identify materials being delivered, educate customers on accepted materials, sort and process non-hazardous materials, restock, and clean, as needed.
• Serve as a back-up to Team Leads or Weigh Station Supervisor in their absence.

• None.

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.

• 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.

• 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.

• 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.
  • For Solid Waste – Lifting no more than 50 pounds and carrying up to 25 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.
  • For Animal Services - Works in an office setting, and with and around animals (including diseased, injured and/or potentially aggressive animals); occasional exposure to increment weather, loud noises, chlorine, or other chemicals; occasionally requires irregular and/or prolonged hours.
  • For Solid Waste - Works in an office setting, and outside with exposure to inclement weather, loud noises, chlorine, or other chemicals; 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 Solid Waste – Must be able to work flexible shifts, weekends, holidays, inclement weather days as needed.
• Mental Demands: Maintains emotional control under stress; works with frequent interruptions.

• Inclusive
• Collaborative
• Service-Oriented
• Strategically Focused
• Fiscally Responsible

• Paid Vacation Days and Paid Holidays