Customer Service Representative I

POSITION SUMMARY

Responsible for providing professional customer service and structured clerical support for all City services, but primarily for City utility accounts. Manages utility account activities including payments, account creation and termination, and related service orders. Requires knowledge of City departments and services, City codes, and policies.

DUTIES AND RESPONSIBILITIES

• Provides front-line customer service at City Hall to walk-in customers as well as answering and handling phone calls for the City’s general contact number.
• Processes utility payments, checks payments for accuracy, prepares receipts and updates accounts accordingly. Communicates effectively with customers regarding their accounts.
• Process payments for City business licenses, building permits, dog tags, garage sales and other miscellaneous transactions.
• Creates service orders and communicates with field staff regarding water turn on and shut offs, water meter installation, meter tests, meter re-reads, checks for leaks, and verifying services.
• Inputs, retrieves and updates customer data and account status into the computerized financial system.
• Directs phone calls or escorts customers to appropriate staff to address customer’s questions.
• Manages and reconciles cash drawer with minimal to no errors.
• Performs a variety of other administrative tasks, including, but not limited to, processing City mail, receiving and delivering or filing documents, assisting in daily tasks for the Finance Department or other Departments.
• Responsible for monitoring new water accounts to ensure accuracy of charges.
• Processes and tracks all requests regarding inquiries for outstanding assessment requests on properties.
• Processes property nuisance complaints received in person and by phone logging the complaints in See Click Fix registry.
• Assists with in-house collection of outstanding debts.
• Performs other duties as assigned. (The list of duties and receptibilities is not intended to be all-inclusive. The City of Pittsburg reserves the right to assign additional duties as needed.)

POSITION COMPETENCIES

• Exercise sound judgment and discretion in maintaining a high level of ethics and confidentiality regarding customer accounts and City business.
• Ability to evaluate and analyze customer needs to provide exceptional and courteous customer service. Supports and explains reasoning for decisions.
• Prioritizes and plans work activities; uses time efficiently.
• Knowledge of City services, departments, codes and policies. Ability to communicate with customers regarding services and policies.
• Knowledge of cash handling and balancing procedures.
• Must be proficient with Microsoft Office Suite applications and related/applicable hardware
• Must possess professional communication skills, both verbal and written.
• Ability to maintain important records efficiently and accurately and to prepare clear and concise reports
• Ability to multitask, while maintaining a high level of attention to detail
• Ability to perform duties accurately and efficiently under time sensitive deadlines
• Uses reason when dealing with emotional topics and customers. Must be able to maintains a professional and courteous manner when working with difficult customers.
• Communicates daily and maintains a positive working relationship with the Customer Service team, Customer Service Manager, and Utilities Department.

EDUCATION

• High school diploma or GED, plus one to three years clerical experience. Preferred: Graduation from an accredited college or university with an Associate of Arts degree in Office Management, Office Technology, Office Systems Administration or closely related field
• One to three years customer service experience preferred with cash handling experience.
• Fluent in Spanish and English highly preferred.

See attached job description for more information.