Customer Service Representative

Customer Service Representative                                                                           FIN/9

Finance

JOB SUMMARY

This position performs customer service duties in support of department operations.

MAJOR DUTIES

1. Greets and assists visitors to City Hall and answers telephone; provides information and assistance regarding city services; receives and forwards complaints; schedules appointments.
2. Receives and processes a variety of customer payments; issues receipts; posts payments to accounts; enters information into the computer system.
3. Receives and processes applications for city services.
4. Processes new utility services, transfers of services, and disconnections.
5. Processes and enters building permit and Occupation Tax Certificate applications; files related documentation; processes tax payments.
6. Enters traffic citation information.
7. Maintains and balances cash drawer.
8. Prepares bank deposits.
9. Scans and copies various documents.
10. Formats and composes letters, labels, reports, or other correspondence.
11. Maintains inventory of office supplies.
12. Be a team player.
13. Performs all other duties as assigned.

KNOWLEDGE REQUIRED BY THE POSITION

1. Knowledge of customer service principles and practices.
2. Knowledge of computers and job-related software programs.
3. Knowledge of standard business arithmetic.
4. Knowledge of city utility service policies and procedures.
5. Skill in the maintenance of files and records.
6. Skill in resolving customer service issues.
7. Skill in oral and written communication and correct English usage, including spelling, grammar, punctuation, and vocabulary.
8. Skill in using tact, discretion, initiative, and independent judgment within established guidelines.
9. Skill in organizing work, setting priorities, meeting critical deadlines, and following up on assignments with a minimum of direction.
10. Skill is applying logical thinking to solve problems or accomplish tasks, to understand, interpret, and communicate complicated policies, procedures, and protocols.
11. Skill in using a computer to accurately and rapidly enter and retrieve data and information.

SUPERVISORY CONTROLS

The Finance Director assigns work in terms of general instructions. The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the final results.

GUIDELINES

Guidelines include city and department policies and procedures. These guidelines are generally clear and specific but may require some interpretation in application.

COMPLEXITY/SCOPE OF WORK

• The work consists of related customer service duties. Frequent interruptions contribute to the complexity of the position.
• The purpose of this position is to assist City Hall visitors and customers. Success in this position contributes to the efficiency and effectiveness of a variety of department operations.
• As a municipal organization, the City of St. Marys is an emergency provider of services. Some emergency situations, including weather-related emergencies, may necessitate City of St. Mary employees to assist in areas of work that may not be directly related to the employee's specific job function, but which will be within the physical capabilities, training, and skills of the employee.

CONTACTS

• Contacts are typically with co-workers, other city personnel, customers, members of the general public.
• Contacts are typically to provide services, to give or exchange information, or to resolve problems.

PHYSICAL DEMANDS/ WORK ENVIRONMENT

• The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, walking, or stooping. The employee frequently lifts light objects.
• The work is typically performed in an office.

SUPERVISORY AND MANAGEMENT RESPONSIBILITY

None.

MINIMUM QUALIFICATIONS

• High school diploma or equivalent required; and
• Less than one year of related experience required; or
• Any equivalent combination of education, experience, and training which provides the knowledge, skills, and abilities to perform the work.