Customer Service Representative I, II, Or Senior

SERVE

At the City of Plano, our values make us who we are and guide us as we SERVE our city. As members of Team Plano, our organizational Values (what is most important to us) make up the acronym, SERVE (Stewardship Engaged Respectful Visionary Excellence).

Job Details

The successful candidate may be offered a position with either the Customer Service Representative I, the Customer Service Representative II classification, or the Senior Customer Service Classification. The target annual rate for the Customer Service Representative I is $35,055 for the Customer Service Representative II $38,654, and for the Senior Customer Service Classification is $42,612.

The ability to speak Spanish is preferred.

Customer Service Representative I (The job description for the Customer Service Representative II and the Senior Customer Service Representative is listed below.)

Summary of Duties: Under close supervision, the Customer Service Representative I is responsible for entering department's data into computer system, collecting public funds, investigating public inquiries and ensuring accurate account maintenance.

Distinguishing Characteristics: This is the entry-level classification in the Customer Service Representative series. The incumbent follows routine procedures and guidelines in the application of prescribed duties and works under close supervision with work frequently reviewed by a superior. This classification is distinguished from the Customer Service Representative II in that the latter performs more complex technical duties requiring a higher level of knowledge and skill.

Examples of ESSENTIAL JOB FUNCTIONS

Management reserves the rights to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

• Responds to all types of inquiries from the public, in person and on the telephone; addresses questions and problems presented by citizens to a satisfactory conclusion, either by resolving personally or referring the issue to a supervisor for handling.

• Processes and maintains work orders

• Collects and processes payments; documents and maintains records of payments collected; contacts customer with past due fees; monitors the status of delinquent accounts until balances are paid.

• Coordinates and schedules services for customers.

• Enters appropriate departmental data into the computer system; searches for records of materials in the computer system.

• Composes, edits, and types correspondence, memos, reports, charts, and other documents.

• Establishes, maintains, and updates department files in accordance with retention policies.

• Receives and signs for deliveries; prioritizes and distributes mail to proper staff.

• Regular and consistent attendance for the assigned work schedule is essential.

Marginal Duties:

• Performs other duties as assigned.

Typical Decisions: The incumbent answers questions from citizens regarding department procedures, using prudent judgment in the communication of alternatives. Answers phone calls and determines appropriate action to take. Receives payments from customers for processing directly into the Cash Receipts System. May monitor collection activity on delinquent accounts and determine next actions to take.

Minimum Qualifications:

Knowledge of: Policies, procedures, and activities of municipal operations; general office procedures; phone and customer service etiquette; problem solving and negotiation methods and techniques; cash handling procedures and practices.

Skill in: Communicating effectively both verbally and in writing; providing courteous customer service; operating a personal computer and standard office equipment; completing basic mathematic calculations.

Education: High school diploma or GED equivalent.

Experience: Six (6) months of previous customer service or general office experience.

Any work related experience resulting in acceptable proficiency levels in the above Minimum Qualifications is an acceptable substitute for the above specified education and experience requirements

Licenses and Certifications: None.

Conditions of Employment: Must pass a drug test, criminal history background check, periodic CJIS background check (for positions requiring access into Police buildings) and social security number verification check.

Customer Service Representative II (The Senior Customer Services Representative job description is listed below.)

Summary of Duties: Under basic supervision, the Customer Service Representative II is responsible for answering incoming calls for the department, entering department's data into the work management system, collecting public funds, investigating public inquiries and ensuring accurate account maintenance.

Distinguishing Characteristics: This is the journey-level classification in the Customer Service Representative series that follows diversified procedures and implements processes to accomplish end results, within guidelines. Immediate supervision is available upon request. This class is distinguished from Customer Service Representative, Senior in that the latter is a higher-level class in the series that performs more complex technical, investigative, and supervisory duties requiring a higher level of knowledge and skill.

Examples of ESSENTIAL JOB FUNCTIONS

Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

• Enters appropriate departmental data into the computer system and searches for records of materials in the computer system.

• Responds to all types of inquiries from the public, in person and on the telephone, and bring all questions and problems presented by citizens to a satisfactory conclusion, either by resolving personally or referring the issue to a supervisor for handling.

• Processes and maintains work orders

• Establishes new accounts; explains policies and ordinances.

• Prepares daily deposits of monies collected; processes payments and bank draft requests.

• Researches and analyzes customer accounts; responds to customer inquiries regarding billings, deposits, payments, penalties, refunds and adjustments, etc.

• Contacts customers with delinquent accounts, or other funds due, and request payment. Monitors status of accounts.

• Dispatches calls to maintenance crews.

• Notifies Public Safety Communications when a fire hydrant is out of service and when back in service.

• Issues fire hydrant meters.

• Schedules locates for construction companies.

• Regular and consistent attendance for the assigned work schedule is essential.

.Marginal Duties:

• Performs other duties as assigned.

Typical Decisions: The incumbent answers questions from citizens regarding department procedures, using prudent judgment in the communication of alternatives. May monitor collection activity on delinquent accounts and determine next action to take. Take calls and determine appropriate staff to dispatch.

Minimum Qualifications:

Knowledge of: General office procedures; customer service and phone etiquette; conflict resolution methods and techniques; data entry procedures, basic bookkeeping methods and procedures; proper handling, collections, deposit and, safekeeping of cash assets.

Skill in: Communicating effectively both verbally and in writing; operating a personal computer and standard office equipment; completing mathematical calculations.

Education: High school diploma or GED equivalent.

Experience: Two (2) years of customer service experience which includes collections and cash management.

Any work related experience resulting in acceptable proficiency levels in the above Minimum Qualifications is an acceptable substitute for the above specified education and experience requirements

Licenses and Certifications: None.

Conditions of Employment: Must pass a drug test, criminal history background check, periodic CJIS background check (for positions requiring access into Police buildings) and social security number verification check.

Senior Customer Service Representative

Summary of Duties: Under general supervision, the Customer Service Representative, Senior is responsible for performing specialized work in billing, collection, and customer service activities; leads the work activities within a functional area.

Distinguishing Characteristics: This is the advanced journey-level classification in the Customer Service Representative series. The incumbent plans detailed methods to attain desired objectives working within established policy. Methods require use of initiatives and resourcefulness in developing processes and procedures. Works under indirect supervision, conferring with supervisor on unusual matters.

Examples of ESSENTIAL JOB FUNCTIONS

Management reserves the rights to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

• Responds to all types of inquiries from the public, in person and on the phone, and brings all questions and problems presented by citizens to a satisfactory conclusion, either by resolving personally or forwarding to a supervisor for resolution.

• Collects, processes, images, and secures public funds including electronic payments made through the City's contracted bank; processes bank drafts and activity reports.

• Prepares and maintains statistical reports and computer database to provide accurate information on customers' accounts.

• Compiles and generates data for various daily, weekly, and monthly reports; generates reports utilizing various computer software programs.

• Researches and analyzes customer accounts; responds to customer inquiries regarding billings, deposits, payments, penalties, refunds and adjustments, etc.

• Processes and maintains work orders.

• Participates in training Customer Service Representatives; creates and updates training manuals.

• Opens, processes, and distributes mail.

• Regular and consistent attendance for the assigned work schedule is essential.

Marginal Duties:

• Performs other duties as assigned.

Typical Decisions: The incumbent may be responsible for leading the work activities of workgroups. The incumbent answers questions from citizens regarding department policies and procedures, using prudent judgment in the communication of alternatives. The incumbent must determine appropriate response to citizens.

Minimum Qualifications:

Knowledge of: General office procedures; customer service and phone etiquette; conflict resolution methods and techniques; data entry procedures, basic bookkeeping methods and procedures; proper handling, collections, deposit and, safekeeping of cash assets.

Skill in: Communicating effectively both verbally and in writing; operating a personal computer and standard office equipment; completing mathematical calculations; resolving and mediating conflicts; providing work training and guidance to assigned personnel.

Education: High school diploma or GED equivalent.

Experience: Two (2) years of customer service experience which includes data entry.

Any work related experience resulting in acceptable proficiency levels in the above Minimum Qualifications is an acceptable substitute for the above specified education and experience requirements

Licenses and Certifications: None.

Conditions of Employment: Must pass a drug test, criminal history background check, periodic CJIS background check (for positions requiring access into Police buildings) and social security number verification check.

Equal Employment Opportunity

Equal Opportunity Employer - EOE/M/F/V/D

Open positions are subject to close without notice.