CUSTOMER SERVICE REPRESENTATIVE *

City of Fort Smith; Northern (KY); Ibrido; USD 32.000 - 46.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health insurance

Paid time off

Descrizione del lavoro

City of Fort Smith in Arkansas seeks a Customer Service/Billing Specialist to handle water-related accounts, payments, and inquiries. The role supports the Supervisor and ensures accurate postings, deposits, and adherence to city policies.

The position requires strong communication, data entry skills, and experience with cash handling. A customer-friendly, reliable team member is essential for daily operations in a city department.

Competenze

• High school diploma or GED.
• 1 year experience in customer service with some cash handling.
• Proficient data entry and record maintenance.
• Five or more years in customer service with cash handling (preferred).
• College coursework in Business Administration, Accounting, Finance or related field (preferred).
• Ability to speak, read and write a second language (preferred).
• Knowledge of local government operations (preferred).

Mansioni

• Assist customers with water, sewer, and sanitation accounts, transfers, and finalizations.
• Sort water bill payments from drop boxes and mail.
• Provide email/phone/in-person customer support and explain rate ordinances.
• Submit documents for leak adjustments and research billing issues.
• Input inspection requests for meter usage questions.
• Balance and post daily deposits and reconcile revenues.

Conoscenze

Customer service

Data entry

Communication

De-escalation

Time management

Problem solving

Formazione

High school diploma or GED

College coursework in Business Administration, Accounting, Finance or related field

Strumenti

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Microsoft Word

Adobe Pro

Descrizione del lavoro

JOB SUMMARY

The incumbent, under the general direction of the Customer Service Supervisor, is responsible for providing courteous and accurate customer service pertaining to water needs, and ensuring timely, accurate and complete collections processing and posting. Additionally, the incumbent is responsible for posting daily deposits to the bank and verifying adherence to City policies and procedures, governmental standards and generally accepted accounting principles. The incumbent is also responsible for maintaining in compliance with requirements of the Arkansas Department of Health, Arkansas Department of Environmental Quality, U.S. Environmental Protection Agency, and the Consent Decree; and in coordination with the Utility Department comprehensive strategic management plan.

ESSENTIAL DUTIES/RESPONSIBILITIES

Note: All City of Fort Smith positions require the employee to provide good customer service to both internal and external customers, maintain positive and effective working relationships with other City employees, and have regular and reliable attendance that is non-disruptive. Must show cooperation and respect to fellow employees and supervisors at all times. All other duties as assigned by the immediate supervisor and/or department director.

• Assist customer with having water, sewer, and sanitation established in their name. Including new customer, transfer customer, and finalizing accounts.
• The position is responsible for sorting water bill payments from drop boxes and incoming mail.
• Provide customer assistance via email, phone, and in person. Must be able to explain rate ordinances to the customer, make payment arrangements for delinquent accounts, and restore accounts when they have been disconnected; submit plumber invoices/receipts for review for leak adjustments; research for billing issues; and accept and submit applications for Project Concern.
• Input inspection requests for customers with questions regarding their usage and/or meter function.
• Answer main City phone line and forward calls to the proper department.
• Collect, process, and receipt all monies received via mail, drive-thru or walk-in. This includes posting customer payments as well as internal City deposits.
• Secure money at the end of the day into safe.
• Balance and prepare daily bank deposits, verify previous day revenues were deposited into bank correctly and investigate any discrepancies.
• Balance daily cash drawer and maintain balancing percentage.
• Manage Parking Garage customers and provide assistance when needed.

SUPERVISORY RESPONSIBILITIES

None

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Qualifications

• High school diploma or GED
• One (1) year experience in customer service work with some experience involving cash handling
• Proficient in data entry and word processing as well as record maintenance

Preferred Qualifications

• Five (5) plus years’ experience in customer service work with some experience involving cash handling
• College course work in Business Administration, Accounting, Finance or other related field
• Ability to speak, read and write a second language
• Knowledge of local government operations

OTHER SKILLS AND ABILITIES

• Excellent computer skills and proficiency and technical aptitude with the ability to use Microsoft products, including PowerPoint, Outlook, Word, and Excel as well as Adobe Pro.
• Excellent communication skills to include verbal, written, active listening, persuasiveness, and interpersonal skills with diverse audiences in various settings.
• De-escalation and conflict mitigation skills.
• Ability to tactfully handle difficult matters with discretion.
• Must be able to show empathy and remain professional in all situations.
• Problem solving and analytical ability.
• Strong organization and time management skills with ability to determine workload priorities to meet deadlines and goals.
• Intense concentration, strong attention to detail, and the ability to make quick decisions based upon established procedures.
• Knowledge of modern office practices, procedures and equipment.

POSITION DESIGNATIONS

This position is not designated as essential during inclement weather events. City services will be maintained during inclement weather, such as heavy snow or ice storms and all essential employees are expected to report to work due to the critical functions of the position. This position is not able to work remotely (based on need and supervisor approval). This position is designated as a safety/security sensitive position and is subject to random drug and alcohol screenings (a safety/security sensitive position is one in which a momentary lapse in attention may result injury or death of another person).

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Semi-repetitive type of work which requires periods of concentration for varied time cycles as prescribed by the task(s). While performing the duties of this job, the employee must occasionally stand, walk, talk and hear. Frequently sit, use hands to handle objects, and reach with hands and arms. The incumbent must also stoop, kneel and crouch. Specific vision abilities required by this job include close, color and distance vision. The employee is occasionally required to lift up to 25 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Normal working conditions found within an office setting, wherein there is controlled temperature and a low to moderate noise level, plus a moderate amount of distractions. Work schedule may include evenings or weekends.

PRE-EMPLOYMENT SCREENINGS

This position requires the below screenings prior to employment:

• Criminal History Background Check
• Drug Test

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee and/or applicant. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.