Customer Resources Specialist

The purpose of this position is to collect and process public and in-house requests for information, revenues, and account set-up. The Call Center provides city citizens with a single point of contact for all non-emergency and utility based service calls that can be reported in-person, electronically, or by any other means of communication. Process all payments, and address public and in-house requests for information on utility billing accounts that can be reported in-person, electronically, or by any other means of communication. Customer Resource Specialists provide citizens with a single point of contact for all non-emergency utility based service issues, property tax assistance, and payment for all other fees for services provided.

Employees in this classification will perform general customer service support and accounting duties in support of all utility service activities involving requests for service, handle customer complaints, provide information, maintain related financial records, collect property taxes, process and post all payments received, prepare deposits, balance cash drawers and provide accurate mathematical calculations. Work is performed under the general supervision of the Lead Customer Service Representative.

Major Duties

• Answers incoming requests in a friendly manner, responds to broad questions and takes complaints from the general public; inputs and/or logs information received into the call center’s communications and computer equipment; directs requests to the appropriate department for further action.
• Performs follow-up on a variety of requests for information or public complaints; provides information of City operations; refers inquiries to other sources as required; assists users with password resets.
• Operates credit card machine, registers/cash-drawers, computer and telecommunication equipment; performs related routine clerical work; refers technical operation problems to appropriate personnel.
• Provides proactive support for internal and external customers.
• Assists with other Customer Care duties, such as special projects, training responsibilities or other similar tasks as assigned.
• Recommends and supports the City’s policies and procedures.
• Refers to department operating procedures, administrative policies and procedures, regulations and standards, reference manuals and sources in performing assigned job duties; attends meetings, seminars and training sessions to remain knowledgeable of departmental operations and to promote improved job performance.
• Uses prescribed telephone etiquette as well as in person and follows customer service procedures; must be courteous to citizens and employees.
• Supports the core values of the Customer Care Department to include honesty and integrity; respect and compassion for all persons; first and foremost priority of serving customers, responsiveness and accountability to those served, and pursuing excellence in all endeavors undertaken; exhibits behavior that shows courtesy, decency, and respect to all persons; displays a caring, helpful, and friendly attitude; takes pride in doing a good job; maintains a positive and cooperative attitude; is sensitive to creating and maintaining positive public perceptions; is eager and willing to serve; continually seeks to improve performance; looks for better ways to serve the public; welcomes accountability, and fosters a positive team spirit.

• Obtains and verifies information and inputs call or in person information into computer for service requests/work orders; reviews, modifies, or corrects call information; documents all contact with customers on customer accounts.

• May be required to work on various shifts and overtime.

• Accurately records amounts received and issues proper receipts.
• Prepares daily deposits, balances drawer, files daily transactions, keys in batches and post transactions.
• Prepares the daily cash report; makes and/or prepares deposit slips in preparation for delivery to the bank.
• Performs other duties as assigned.

Minimum Qualifications

Associate’s degree preferred with a minimum of 18 months experience or equivalent experience in a customer service, cash handling, ten key and call center operation or any equivalent combination of education, training and experience which provides the required knowledge, skills and abilities for this position.

Knowledge Required by the Position

• Knowledge of modern office procedures and practices
• Knowledge of general cash handling practices
• Knowledge of City ordinances, policies and procedures
• Knowledge of computerized systems for maintaining financial records
• Skill in providing customer service to the general public
• Skill in performing basic mathematical calculations
• Skill in oral and written communication
• Ability to maintain accounting and clerical records and prepare reports
• Ability to work independently and as a team

Supervisory Controls:
This position works under the supervision of the Customer Service Lead and/or Supervisor

Guidelines:
Guidelines include City ordinances and City and departmental policies and procedures.

Complexity: The work consists of a variety of administrative and clerical duties.

Scope and Effect:
The purpose of this position is to collect and process public and in-house requests for information or action that is received through the 311 Call Center. Successful performance helps ensure the efficient and effective operation of City services.

Personal Contacts:
Contacts are typically with co-workers, other City employees, and the general public.

Purpose of Contacts: Contacts are typically to give or exchange information and provide services.

Physical Demands:
The work is typically performed with the employee sitting or standing at a work station. Tasks involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (under 25 pounds). Tasks may involve extended periods of time at a keyboard or work station.

Work Environment: The work is typically performed in an office.