Customer Service Representative

Overview

Under the general supervision of the Director, Assistant Director, or designee, the Customer Service Representative is responsible for providing front‑line customer support by assisting clients with inquiries, processing licensing applications, and collecting and accounting for financial transactions. The role maintains accurate records and ensures compliance with departmental policies and regulations to facilitate smooth office operations.

• Serve as the first point of contact for visitors and clients by greeting them professionally, providing information, and directing them to the appropriate personnel or department.
• Answer incoming phone calls, respond to emails, and handle inquiries regarding licensing requirements and procedures.
• Provide guidance on licensing applications and fees, ensuring applicants understand necessary requirements and documentation.
• Review applications and supporting documents for completeness and accuracy.
• Notify applicants of missing or incorrect information via email or telephone to ensure conformance with agency policies and procedures.
• Collect and disburse monies in accordance with established policies, perform transactions, prepare bank deposit documents, and remit deposits daily.
• Complete check verification procedures using authorized equipment that meets agency compliance requirements.
• Prepare daily and periodic reports on collection activities.
• Perform routine clerical tasks including filing, scanning, uploading of documents, and compiling reports.
• Compile logs and prepare routine reports detailing daily activities of the agency or department.
• Input information into the computer system, spreadsheet, database, or document following agency policies to ensure consistency, accuracy, and ease of processing or analysis.
• Work collaboratively with other office staff to ensure smooth operations and provide support where needed.
• Participate in meetings and contribute to process improvements.
• Assist with monitoring the agency or department’s driver’s license examination process.
• Perform other related duties as assigned.

High School Diploma or its equivalent from an accredited institution and four (4) years of administrative office support, including one (1) year of experience in money collection and customer service.

• Knowledge of laws, regulations, and guidelines governing agency or departmental operations.
• Knowledge of standard office policies and procedures.
• Knowledge of basic mathematics.
• Knowledge of cashing software, including ERP, Central Square Cash Receipts.
• Knowledge of government revenue collection processes using Tele Check or similar systems.
• Knowledge of data entry operations and filing practices.
• Skill in customer service and interpersonal communication.
• Skill in active listening.
• Skill in computer operations, including Microsoft Office Suite.
• Ability to collect, organize, analyze, and present information in a structured format for effective communication of findings, progress, or recommendations.
• Ability to be professional and pay attention to detail.
• Ability to communicate effectively to facilitate smooth office operations.
• Ability to meet established departmental standards.
• Ability to prepare reports.
• Ability to read and comprehend.
• Ability to express oneself clearly and concisely, orally and in writing.
• Ability to establish and maintain effective working relationships with all people contacted during work.
• Ability to prioritize tasks, manage time efficiently, and handle multiple responsibilities simultaneously.

The knowledge items listed above constitute the knowledge required by the position.

Work is performed under the general supervision of the Director, Assistant Director, or other higher official who assigns general work. Work is reviewed upon completion through daily reports submitted for evaluation and adherence to policies and regulations.

Guidelines include applicable laws, departmental rules, regulations, policies and procedures, and other guidelines pertaining to cashier transactions, issuance of agency‑related licenses…