CUSTOMER SERVICE CENTER TEAM LEADER - Finance

*Please Apply at www.Rockfordil.gov. Please Do Not Apply on really.com*

Reports to: Varies Class Code: 1202

Grade: 21 Group: AFSCME 1058 FLSA: Non-Exempt

Hour Wage: $21.65

DEFINITION: Under general supervision, performs work of moderate difficulty, while providing professional, quality customer service that consistently meets or exceeds the needs of the customer, including performing a wide variety of communication-related tasks; receiving complaints and requests for services from citizens and reviewing, assessing and monitoring requests for service, recording, filing, and processing data as required; performs related work required.

EXAMPLES OF DUTIES:

Oversees and ensures quality of work performed by Customer Service Representatives.

Responds promptly to the needs of the customer and solicit feedback to improve service.

Responds to the needs of the customer and meets commitments.

Reconciles accounts payable documents and prepares vouchers for payments.

Performs cash and check pulls from the registers periodically throughout the day and balances drawers each evening.

Maintains electronic ledgers or other accounting or fiscal-related systems and spreadsheets.

May serve as the personnel/payroll clerk for the division and prepares or reviews a variety of personnel and payroll documents.

May assume some supervisory duties, as required or assigned, when regular supervisor is not present.

Communicates with customers, employers or other individuals to answer questions, gather information, reconcile discrepancies, handle complaints and facilitate collections.

Serve as an information resource to general public. Locate requested information through additional sources.

Answers questions regarding city services, payments or account balances for internal and/or external customers.

Performs clerical duties associated with customer service and general billings, which may include utility billing, parking tickets, false alarms, metro tax, business licenses, and other miscellaneous billings as necessary; acts as cashier back up.

Uses appropriate electronic and software applications to record and reconcile customer service needs and to accurately process billings and payments in adherence to City ordinances and procedures.

Gathers, assembles, tabulates proofs, extends, balances, summarizes, and posts fiscal and customer service-related data.

Inputs and schedules work orders for city services as defined by the customer need.

Performs general office duties such as filing, typing, data entry, answering the phone, and sorting and distributing mail; operates a wide variety of office equipment including but not limited to, a multi-line phone, fax, copier, personal computer, and two-way radio.

Total cash receipts when required; may calculate and prepare daily bank deposit.

Attend required staff meetings.

Testify at adjudication hearings, when necessary.

May assist with training new clerical personnel.

Performs other duties as required.

DESIRABLE KNOWLEDGE AND SKILLS:

To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification.

Teamwork - Contributes to building a positive team spirit.

Skill in performing basic accounting practices and of basic arithmetic calculations and in accurately using calculator, and billing and posting machines. Ability to take a logical approach to work process and problem solving.

Knowledge of customer service principles and practices, various City services, office terminology and procedures, the operation of office equipment and machines and personal computers. Knowledge of MS Office Suite or other word processing, spreadsheet and data base

software standard that may be adopted by City departments. Knowledge of business English, spelling and accounting practices. Ability to maintain the confidentiality of communications, files and documents.

WORKING CONDITIONS & PHYSICAL DEMANDS

Work is performed primarily in an office setting with occasional walking, standing, lifting, bending, or minimal physical activities carrying items up to 25 pounds. Many tasks may have set deadlines and involve volume processing. Work is reviewed through the department’s quality assurance program for accuracy, policy compliance, customer service abilities and completeness. Some driving may be involved.

SUGGESTED TRAINING AND EXPERIENCE:

High School Diploma or G.E.D. Five (5) years of office clerical/customer service experience, or any equivalent combination of training and experience. Three (3) years cashiering and cash handling experience with a municipal employer preferred.

NECESSARY SPECIAL REQUIREMENTS

In those positions where driving is a part of the job duties: Valid Illinois Driver's License.

Ability to work well with the general public.

Residency Requirement:

Modified November 15, 2021: All employees (except Police Sworn and Fire Sworn) hired on or after June 1, 2018, shall reside anywhere in Winnebago County or within fifteen (15) miles of Rockford City Hall (425 E. State Street Rockford, IL 61104) within six (6) months after their introductory period. Department Heads shall live within the municipal boundaries of the city of Rockford.

Effective June 1, 2018, all newly hired employees, including newly hired Department Heads, shall live within the municipal boundaries of City of Rockford within six (6) months of their completion of their introductory period.

Classified employees hired after January 1, 1984, may live anywhere in Winnebago County or anywhere within an area fifteen (15) miles from the Public Safety Building within six (6) months of their date of completion of probation. Employees hired prior to January 1, 1984, shall be subject to their conditions of employment in effect at that time.

*Please Apply at www.Rockfordil.gov. Please Do Not Apply on really.com*

Job Type: Full-time

Pay: $21.65 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Work Location: In person

Salary : $22