Customer Service Representative (Call Center Environment)

Department: Billing & Collection

Reports to: Customer Service Rep. Supervisor

Summary: Under basic supervision, provides customer service to the public for assistance with City services.

Essential Functions: -- Essential duties and responsibilities may include, but are not limited to, the following:

• Provides prompt, courteous, and accurate service to the public with billing questions, requests for information, concerns, and complaints in order to maintain positive customer service relations.

• Maintains account records and issues work orders; performs duties within scope of authority and training, and in compliance with City policies.

• Support the departmental operations with regular and timely attendance.

• Supports the relationship between the City of Odessa and the general public by demonstrating courteous and cooperative behavior when interacting with visitors and City staff; maintains confidentiality of work-related issues and City information; performs other duties as required or assigned.

Essential functions, as defined under the Americans with Disabilities Act, may include any of the above representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer.

Minimum Qualifications:

Education, Training and Experience Guidelines: High School diploma or GED required; AND two years of customer service experience required.

Knowledge of:

• Principles of accounting, record keeping, and records management.

• Business and personal computers, and accounting software applications.

Skill in:

• Entering numerical data into a computer system with skill and accuracy.

• Resolving customer service problems.

• Establishing and maintaining cooperative working relationships with City employees.

• Communicating effectively verbally and in writing.

License and certification requirements: A valid Texas State Driver's License is required.

Physical demands and working environments: While performing the duties of this job, the employee is regularly required to sit; use hands to operate equipment, handle or feel; reach with hands and arms and talk or hear. May be subject to repetitive motion such as typing and data entry. The employee is frequently required to stand, walk, and sit. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus.

Special Information: Billing & Collection Customer Service Representatives who deal with the public on a daily basis will routinely encounter customers who are angry or upset. Representatives must be able to calmly and effectively deal with such people, using tact and diplomacy. A Representative in customer contact position will see or speak to over 900 customers each month.