Customer Service Representative

Overview

This position conducts job duties in permits and utility billing functions. The ability to multi-task is a must. All of the following areas of responsibility shall be approached from a positive Customer Service direction by all customer service representatives. Any situation that involves contact with the citizens of The Colony (our customers) shall be considered an opportunity to promote the City and the Customer Services Department in the most professional and positive image possible.

The same criteria shall apply for our internal customers (other City departments and co-workers) as well. In the absence of the Customer Service Manager, the CSR will report to the Director of Customer Services.

• Answer multiple telephone lines, communicate effectively and courteously with the public and City employees in person, in writing and by telephone; handle high call volume while multi-tasking with data entry and in-person customers.
• Prepare and handle customer payments by mail, night drop, on the phone, drive‑thru and in person. Payments accepted via check, cash or credit/debit card.
• Balance the cash drawer and credit card batch and prepare related reports at the end of each business day.
• Research customer inquiries and complaints in person, over the telephone, in writing and document the accounts.
• Prepare move‑in, move‑out and transfer service orders for utility billing.
• Prepare customer extensions and document the customer’s account for utility billing.
• Prepare the Daily Meter Service Log and the Daily Activity Log for the meter readers.
• Prepare and approve account adjustments up to $50, refer account adjustments over $50 to the Customer Service Supervisor.
• Perform routine job activity requiring normal physical exertion involving sitting, standing, walking and bending.
• Process returned mail and Letter of Credit requests, prepare Insufficient Fund Letters and document the accounts.
• Cross‑train with the Customer Service Manager on preparing cut‑offs and bank deposits.
• Create, complete and research open service orders and document the accounts.
• Co‑ordinate with builders on other work orders as needed and document the accounts.
• Lock and unlock the main entrance to City Hall on a daily basis.
• Accurately transfer calls to all city employees and/or city council members when necessary.
• Maintain up‑to‑date public information in the customer service lobby.
• Serve as a point of contact for residents wishing to complain through the Customer Service system.
• Distribute forms for various departments (utility, permitting, public information requests, etc.).
• Communicate effectively face‑to‑face, over the radio, and in writing with supervisors, co‑workers and the public.
• Provide assistance for Community Image, Building Inspections, Planning and Health Departments.
• Sit and perform data entry for long periods of time while answering phones and assisting in-person customers.
• Process, enter and ensure proper calculations of fees and payments for issuing residential, commercial permits with accuracy.
• Process permit applications and approvals within permitting software.
• Maintain printed material for accessibility of customers, public, contractors, builders, landowners, consultants and staff.
• Keep supervisor informed of relevant information pertaining to the department.
• May be required to perform other department duties as assigned.
• The ability to lift up to 25 pounds of paper products and data binders.
• Deal with the public in situations involving conflict and high stress requiring tact and judgment; maintain a composed and helpful attitude in a high customer volume setting.
• Understand and follow oral instruction, departmental policy, rules, procedures, and ordinances pertaining to the Customer Services Department.
• Analyze situations and adopt a quick, effective and reasonable course of action.
• Learn to use all department equipment.
• Skilled in data entry and accounts receivable.
• Communicate effectively both verbally and through written communications with internal and external customers and co‑workers.
• Preference will be given to individuals who are bilingual, have municipal experience and/or have experience with Incode and Community Development software.

• Knowledge of Word and Excel.
• High School Diploma or GED.
• Five years’ experience in general office procedures.
• Three years’ experience in customer service field.
• Bilingual an plus.
• ICC Permit Technician Certification a plus.
• Incode and Community Development software knowledge a plus.