City Services Customer Advocate

City of Dallas; Town of Marilla (NY); On-site; USD 30,000 - 31,000; Full time

Job summary

The City of Dallas seeks a Customer Service Representative II to provide information and assist the public across city services. The role requires independent judgment in resolving inquiries and complaints, along with accuracy in billing and account updates.

The position involves handling payments, verifying funds, and contributing to a responsive call center. Availability for varied shifts, including nights and weekends, is required.

Qualifications

• Education: High school diploma or GED.
• Experience: Three (3) years of customer service experience requiring heavy phone/public contact which involved cashiering, data entry, analyzing accounts and/or complaint resolution.
• Licenses/Certifications: Must have a valid driver's license with good driving record. CJIS certification/credentialing upon hire.
• Other requirements: Available to work varying shifts including nights, weekends, holidays, overtime in a 24/7 operation. Background check and drug test. No felonies or disqualifying offenses.
• Preferences: Spanish/English bilingual skills preferred.

Responsibilities

• Receives, discusses, analyzes, and responds to walk-in inquiries from customers regarding water and sewer accounts, parks reservations, policy or procedural concerns, or other service requests.
• Monitors call center calls and ensures professional customer interactions.
• Updates customer accounts to determine service acceptance, discontinuation, or meter inspection/replacement; ensures billing accuracy.
• Researches misapplied payments or billing complaints and determines adjustments for accurate billing.
• Receives, verifies, and counts currency, checks and money orders for payments; issues receipts and balances funds daily.
• Investigates problems and gathers information to advise the public and resolve issues per city ordinances; assists with information requests.

Skills

Customer service

Call handling

Written communication

Relationship building

Education

High school diploma

Job description

The City of Dallas seeks a Customer Service Representative II to provide information and assist the public across city services. The role requires independent judgment in resolving inquiries and complaints, along with accuracy in billing and account updates.

The position involves handling payments, verifying funds, and contributing to a responsive call center. Availability for varied shifts, including nights and weekends, is required.