Customer Service Representative

• • • The hourly rate advertised represents Step 1 on the pay table.  Additional steps may be available depending on qualifications - - -

Under general supervision, performs daily work assignments for the Customer Service Division of the Finance Department in accordance with the Employee Manual, Department Policies and Procedures, City of Alamogordo Ordinances, and any applicable State or Federal authority.Required:

• High School Diploma, or equivalent;

• One (1) year of experience cashiering and accepting multiple payment forms including cash;

• One (1) year of experience operating a computerized accounting system;

• One (1) year of experience in a high volume customer service position;

• Must be bondable; 

• Valid New Mexico Driver's License, or the ability to obtain within sixty (60) days of employment, with a driving record acceptable to the City of Alamogordo; or

• Any equivalent combination of education, experience and training which provides the required knowledge, skills and abilities.

• Processes utility and general billing payments, assessments, permits, and cash deposits from other City departments;

• Processes daily download/upload of utility payment files from/to on-line banking sources;

• Maintains records and processes notices on returned checks;

• Provides information to customers regarding their City utility account;

• Analyzes water usage data and explain data to customer;

• Provides information regarding utility programs such as leak abatement, bank draft, budget billing, etc.;

• Accepts applications/forms for utility programs with required documentation;

• Processes customer utility account initiation, termination, and/or transfer;

• Utilizes Otero County and State of New Mexico on-line records;

• Generates appropriate service orders for meter readers and technicians;

• Processes the necessary forms and charges when selling new water meters;

• Performs audit of utility service applications completed by other Customer Service Representatives; 

• Directs customers to appropriate departments when necessary;

• Contributes to a high-quality work culture through participation in training and mentoring to develop skills, including safety-related training and skills;

• Interacts professionally and provides excellent customer service to all levels of City staff and citizens to ensure high operational and service standards; and

• Performs duties in accordance with the Employee Manual, Department Policies and Procedures, City of Alamogordo Ordinances, and any applicable State or Federal authority.

OTHER IMPORTANT DUTIES

• May pick up departmental mail.

• Assists in maintaining pertinent files for annual financial audit.

• Assists in training of new employees.

• Work may be required outside of normal business hours.

• Maintain the confidentiality of information obtained during the performance of duties.

• Performs such other duties and may be assigned.

The duties listed above are intended only as illustrations of the various types of work that may be performed.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of:

• Basic bookkeeping procedures;

• Invoicing and collecting; and

Skill/Ability to:

• Demonstrate proficiency in both oral and written communication; understand and follow instructions;

• Learn and interpret departmental policies and procedures;

• Perform tasks and other daily activities in a positive and professional manner alongside employees of varied backgrounds and personalities;

• Attend work, as scheduled and on a regular basis, to effectively perform the position's essential duties and responsibilities;

• Exercise common sense and good judgment in the performance of essential duties;

• Receive cash, make change and balance accounts accurately;

• Reconcile a cash drawer;

• Perform simple mathematical calculations;

• Operate standard office equipment, including computers;

• Use standard word processing and data inquiry software;

• Operate a 10-key calculator by touch;

• Must be able to multi-task and perform in stressful situations; and

• Maintain confidentiality of customer information.

• Work is typically performed in an office setting;

• Daily tasks require both sedentary and physical labor that includes, but is not limited to, sitting, standing, walking, bending, and turning;

• Daily tasks require contact with the general public and biohazard risks;

• Long periods of working in front of a computer screen entering and researching data;

• Lift and/or move items weighing up to fifty (50) pounds; the lifting of any object greater than fifty (50) pounds by a single individual is prohibited. Lifting objects, materials, or equipment weighing more than fifty (50) pounds requires the buddy system or the use of devices designed to assist with lifting or moving. Proper lifting techniques shall be used when lifting items of any weight; and

• May be subject to repetitive motion while using a personal computer and multi-line telephone.