Customer Service Representative II - Equipment & Fleet Management (Civil Service)

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

Job summary

The City of Dallas is seeking a Customer Service Representative II to provide information on city services and resolve citizen requests. This role emphasizes judgment and independent decision-making in handling inquiries and complaints.

Responsibilities include processing payments, updating accounts, researching billing issues, and ensuring accurate records. Shifts vary, including weekends; a high school diploma or GED is required along with 3 years of experience in customer service, or an

Qualifications

• High School Diploma or GED.
• Three years of customer service experience requiring heavy phone/contact and data entry.
• An associate degree (or higher) plus one year of the required experience.
• Availability to work varying shifts including weekends and holidays.
• Subject to inclement weather conditions.

Responsibilities

• Receives, discusses, analyzes, and responds to walk-in inquiries from customers regarding city services.
• Monitors and handles call center calls to ensure professional interactions.
• Updates customer accounts and records to determine service acceptance, discontinuation, or meter-related actions.
• Investigates misapplied payments or billing complaints to determine causes and provide resolutions.
• Receives, verifies, and counts currency and other payments; issues receipts and balances daily funds.
• Investigates problems and gathers information to advise the public and resolve issues in compliance with ordinances.
• Performs other tasks as needed.

Skills

Customer service

Call handling

Data entry

Billing knowledge

Communication

Education

High School Diploma or GED

Associate degree + 1 year experience

Job description

Dallas is Growing. Grow With Us. Looking for more than just a job? The City of Dallas offers careers with purpose. With competitive benefits, growth opportunities, and a vibrant work culture,

Dallas is Growing. Grow With Us.

Looking for more than just a job? The City of Dallas offers careers with purpose. With competitive benefits, growth opportunities, and a vibrant work culture, we're committed to helping you thrive while you help our city flourish. Be part of a team that’s committed to service, innovation, and community.

Job Summary

Provides customer service or information to inquiries on various city services requiring judgment and independent decision-making, to resolve citizen complaints or answer requests.

Job Description

The Customer Service Representative II provides customer service and information for inquiries on various city services demonstrating judgment and independent decision-making, to resolve citizen complaints or answer requests.

Essential Functions

• 1 Receives, discusses, analyzes, and responds to walk-in inquires from customers regarding various customer
  service areas such as water and sewer accounts, parks’ reservations, policy or procedural concerns, or any other customer service requests.
• 2 Monitors and handles the call center calls and ensures customer service representatives are performing customer interactions professionally.
• 3 Updates customer accounts and records to determine if an application for service should be accepted, service
  should be discontinued, or if meter inspection and subsequent request for meter replacement is needed; ensures the accuracy of a customer account and identifies delinquent accounts or when fine and arrest warrants should be cancelled.
• 4 Researches and initiates investigations of misapplied payments or billing complaints by customers to determine the cause of a problem and offer resolutions; detects and corrects errors or problems on customer accounts including determining the type of adjustment to be made to ensure accuracy in billing of customer accounts.
• 5 Receives, verifies, and counts currency, checks and money orders for payment of water bills, traffic tickets, court bond, and issues receipts of payment to effectively process money transactions.
• 6 Endorses checks and prepares total collection for deposit, makes cash refunds, and balances journal according to policy and procedure showing total funds received and disbursed for the day.
• 7 Investigates problems and gathers and analyzes information to advise the public and resolve problems in compliance with city ordinances and regulations; assists attorneys, collection agencies, and city departments with information requested.
• 8 Performs any and all other tasks as needed or assigned.

Knowledge And Skills

• 1 Knowledge of professional customer service and call taking skills,
• 2 Ability to determine concerns and service requests and identify courses of action.
• 3 Ability to interpret ordinances, codes and departmental policy.
• 4 Ability to communicate effectively, both orally and in writing.
• 5 Ability to interact tactfully with employees and the public.
• 6 Ability to prepare clear and concise reports.
• 7 Establishing and maintaining effective professional relationships.

Minimum Qualifications:

• High School Diploma or GED

Experience

• Three (3) years of customer service experience requiring heavy phone/ contact which involved cashiering, data entry, analyzing accounts and/or complaint resolution.

Equivalency

• An associate degree (or higher) plus one (1) year of the required experience will meet the education and experience requirements.

Other Requirements

• Availability to work varying shifts (days, evenings, nights) including weekends, holidays.
• Subject to inclement weather conditions.

Salary Range

$21.50 - $22.33

The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.

City of Dallas is an Equal Opportunity Employer.