Customer Service Representative II - Sanitation

City of Asheville; Asheville (NC); On-site; USD 38,000 - 52,000; Full time

Job summary

The City of Asheville is seeking a Customer Service Representative II for the Public Works Department, Sanitation Division. The role focuses on assisting with customer inquiries, billing questions, and service orders in a fast-paced office environment.

Ideal candidates have at least one year of customer service experience, strong communication skills, and the ability to work with GIS and data systems to support sanitation operations and the Waste Reduction Program.

Qualifications

• High school diploma or GED required; plus one year of customer service or related experience.
• Experience with GIS preferred; ability to read maps required.
• Knowledge of City policies preferred.

Responsibilities

• Provide information to customers regarding department policies, activities, and programs.
• Enter and manage data in Munis, GIS, MapAsheville, asset management and AVL systems.
• Respond to customer service requests via email, phone, and the Asheville App; resolve billing and scheduling questions.
• Enter information into customer accounts including services and fees; document service issues.
• Maintain professional demeanor with challenging customers.
• Enter and close service orders; assign orders to Supervisors; prepare daily spreadsheets.
• Take initiative to improve workflow and efficiency.
• Coordinate with drivers, dispatch information to drivers, and inform supervisors.
• Attend Sanitation team and Public Works planning meetings.
• Support Waste Reduction Program education and recycling initiatives.

Skills

Multi-tasking

Service order software

Read maps

Policy research

Data reporting

Creative thinking

Written and verbal communication

Policy interpretation

Team interaction

Independent work

Workflow improvement

Education

High school diploma or GED

Job description

The City of Asheville is seeking qualified applicants for the position of Customer Service Representative II within the Public Works Department, Sanitation Division. The purpose of this position is to perform customer service and office support duties to assist the Sanitation Division, including Core Operations and the Waste Reduction Program. The ideal candidate will enjoy working in a fast-paced environment and will have at least one year of customer service experience and experience working in an office support capacity, possess excellent customer service skills, be detail-oriented, take initiative, and work well in a team environment.

• Receives telephone calls and visitors and provides information regarding department policies, activities, and programs. Refers calls or visitors to appropriate City officials.

• Utilizes service order and account management software (Munis Software), GIS and MapAsheville, file maintenance programs, asset management and AVL (automatic vehicle location) programs, and database programs to enter, store, research, and provide data and information.

• Receives and responds to customer service requests via email, phone, and the Asheville App online program. Answers questions and resolves issues regarding billing accounts, roll cart information, and collection schedules.

• Enters information into customer accounts, including adding/removing services and fees or documenting service issues.

• Maintains a positive and professional demeanor when interacting with challenging customers.

• Enters and closes service orders. Assigns service orders to appropriate Supervisors. Creates daily spreadsheets of collection requests from service orders for Sanitation drivers.

• Takes initiative and collaborates with staff to improve workflow efficiency.

• Responds to radio calls from Sanitation drivers and dispatches information via radio to drivers regarding service requests or service issues.

• Keeps supervisors and staff informed of road closings or other pertinent route information.

• Notifies or coordinates with outside agencies regarding division activities.

• Attends and participates in Sanitation team and Public Works planning meetings.

• Processes outgoing mail; sorts and distributes incoming mail.

• Fills in as needed in the absence of other office staff, which may include assisting with payroll, personnel matters, or invoice processing. Assists in keeping Sanitation staff informed of office activities and deadlines.

• Supports daily solid waste core operations and the Waste Reduction Program by communicating policies and educating residents on local recycling, composting, and other landfill diversion opportunities

• Performs other similar duties as required.

• High school diploma or GED required; supplemented by one year of experience in customer service, billing, or a related field; or any equivalent combination of education, training, and experience that provides the requisite

• Experience with basic GIS preferred. Ability to read maps required.

• Knowledge of City policies preferred.

Applicants with equivalent experience and/or education may be considered.

Knowledge

• Advanced knowledge of procedures and practices to analyze and resolve unusual or difficult problems.
• Knowledge of typical office equipment and programs, including printers, scanners, and Google Suite.

Skills & Abilities

• Ability to multi-task in a fast-paced environment.
• Ability to learn and use service order management software.
• Ability to read and understand basic workplace data, such as simple forms, tables, graphs, schedules, etc.
• Ability to conduct research of existing, internal policies and procedures
• Ability to compile data into a formal report or recommendation shared with others and often verbally presented.
• Ability to think creatively in all areas for the purpose of increasing efficiency and effectiveness.
• Ability to communicate effectively in spoken and written form.
• Ability to research program documents and narrative materials, and develop reports from information gathered.
• Ability to analyze situations to pinpoint problems and assist with solving problems or identifying sources of obstacles.
• Ability to develop and maintain effective working relationships as required by work assignments.
• Ability to work independently with limited supervision.
• Ability to analyze and interpret policy and procedural guidelines and to apply this understanding to tasks.