Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.
DEFINITION
This is the first level of the customer service series. Incumbents perform customer service, data entry and processing work in utilities, and sales tax functions; perform customer service in person and by telephone; file records and documents; take payments and monies and account for customer/City funds; maintain related records and accounts; perform research on documents and customer questions; and maintain supplies and forms.
JOB CLASSIFICATION
Non-Exempt, Non-Safety Sensitive.
SUPERVISION RECEIVED AND EXERCISED
Receives general supervision from the Customer Service Supervisor.
PRIMARY DUTIES--The following are examples of primary duties assigned to positions in this classification. Other related duties and responsibilities may be assigned.
1. Respond to general and specific inquiries from customers regarding ordinance, regulations, policies, and procedures pertinent to area of assignment; research and respond to inquiries; direct customers to appropriate City divisions/departments.
2. Process and enter information on assigned databases and departmental software systems; review, process, and route a variety of forms, records, applications, and statements ensuring completeness and accuracy.
3. Complete work orders; perform appropriate tags and shut offs to specific customer utility accounts; complete necessary account closures and/or updates.
4. Prepare schedules, monitor and track delinquent utility accounts ; calculate payment schedules and fees using established formulas; respond to inquiries related to accounts.
5. Open, sort, and process mail consisting of sales/use tax returns, utility bills, accounts receivable, court documents, and other miscellaneous documents.
6. Process revenue for regular sales tax returns. respond to customer inquiries related to sales tax.
7. Collect and process a high volume of tax, utility, departmental, and miscellaneous cash receipts; collect and process over the counter and mail payments, and issue receipts as needed; balance cash and prepare daily deposit documents.
8. Perform research, compile information, and generate standard and ad hoc reports related to department activities, cash flow, or specific accounts.
9. Monitor and maintain inventory of supplies and forms.
10. Perform other duties of a similar nature or level.
QUALIFICATIONS
Knowledge of:
Operations, services and activities of assigned customer service area.
Customer service procedures and principles.
Principles and practices of financial record keeping and reporting.
Methods and techniques of calculating fees in assigned program area.
General mathematics including addition, subtraction, division, and multiplication.
Methods and techniques of handling and balancing cash transactions.
Principles and practices used in administrative accounting and bookkeeping work.
English usage, spelling, grammar and punctuation.
Business letter writing and basic report preparation and procedures.
Modern office technology and equipment, including computers and related software applications.
Applicable Federal, State and local codes, laws and regulations.
Ability to:
Perform the full range of duties in assigned customer service program area.
Respond to requests and inquiries from the general public and City employees.
Accurately count, record and balance assigned transactions.
Apply bookkeeping and financial record-keeping principles to the maintenance of financial and accounting records.
Establish and maintain accurate records, logs, and files.
Comply with Payment Card Industry (PCI) standards for handling and securing payment card information.
Operate and use modern office equipment including computer and various software applications.
Interpret and apply pertinent ordinances, laws, codes, regulations, policies and procedures.
Communicate clearly and concisely, both orally and in writing.
Establish and maintain effective working relationships with those contacted in the course of work.
Experience and Training Guidelines
Minimum Requirements:
Experience:
One (1) year of general accounting and/or customer service experience.
Training:
High School Diploma or G.E.D.
Other combinations of experience and education that meet the minimum requirements may be substituted.
License or Certificate
Some assignments in this classification require specialty certifications related to the area of assignment.
WORKING CONDITIONS
Environmental Conditions:
The job is performed in the following working environment:
Office environment.
Physical Conditions:
The job is characterized by:
Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
The following physical activities are very or extremely important in accomplishing the job’s purpose and are performed on a daily basis.
While performing the duties of this job, the employee is regularly required to sit, stand, walk, talk, hear, see and demonstrate manual dexterity. The employee is also required to perform light lifting.