Customer Service Representative - Temporary

Responsible for assisting City of Denton customers with payments, inquiries, and service requests in a friendly and professional manner.

• Receives heavy phone traffic for various City departments
• Processes requests for utility connects, disconnects, and transfers for accounts in a timely manner
• Receives, maintains, and accounts for monies for utilities; Issues payment receipts to customers; Accounts for and balances cash drawer daily; Prepares daily deposit for the bank; ensures compliance with the City's and Customer Service's internal cash handling policies
• Performs routine office duties such as assisting customers at the counter, directing people to the appropriate offices/persons, processing drop box payments, opening and sorting mail, and posting mailed in payments
• Negotiates payment arrangements on utility accounts
• Receives, processes, and records utility connects and disconnects for commercial customers upon buildings inspection releases
• Generates and processes solid waste work orders within established timelines; maintains and files contracts in an organized manner
• Explains solid waste services available, including container descriptions, sizes, and empty frequency ; Calculates associated costs and completes service contracts - new or revised
• Keeps accurate production records; updates personal data on accounts in the billing system
• Assists in collecting active/inactive delinquent utility accounts
• Resolves customer issues (independently and as a team); willingly assists other staff members with research projects as needed
• Processes, logs, and files water leak adjustment and leak check requests
• Handles all billing, rates, and calculation questions
• Accepts payments by phone and in person

• Conducts peer mentoring, training, and handling specialized department processes and projects
• Assists by serving in the call center, lobby, and billing areas as required by staffing shortages and/or customer volume
• Contributes to projects and performs back office assignments as needed
• Completes complex work with little supervision by utilizing critical thinking and proven problem solving skills
• Serves as a mentor and on the job trainer for new and existing Customer Service employees
• Observes and evaluates customer and employee interactions to ensure quality service is being provided. Delivers immediate feedback to employees at the conclusion of quality evaluations
• Assists peers with questions, errors, cash balancing, and escalated customer issues
• Assists the Systems and Operations Coordinator with testing for new applications and CIS modifications and upgrades
• Serves as a back-up to Team Leads or Support Specialists in the event of their absence
• Performs other duties as assigned

• High school diploma or GED equivalent
• Two years customer service experience

• Any combination of related education, experience, certifications and licenses that will result in a candidate successfully performing the essential functions of the job

• Ability to form and maintain effective relationships with coworkers and customers
• Ability to maintain regular and punctual attendance
• Ability to interact effectively with public by phone, written communication, or in person
• Ability to prioritize and manage multiple competing assignments while maintaining a strong rating for core competencies and individual performance measures
• Displays good judgment skills, a track record of empowered decision making, and accountability for results
• Ability to solve complex problems through technical expertise and sound judgment
• Ability to work under pressure while delivering high quality work in accordance with required assignment deadlines
• Ability to form and maintain effective relationships with coworkers and customers and demonstrate strong customer relation skills
• Proficient in Microsoft Word, Excel, and Access
• Ability to meet Quality Assurance Requirements and other key performance metrics
• Ability to perform in a high performance and metric motivated position
• Ability to work in a high volume and intensity environment
• Ability to type at least 40 words a minute and 10 key by touch

• Must have a valid Class "C" Driver's License and valid state required minimum automobile liability insurance prior to employment (must obtain Texas Class "C" driver's license and state required minimum automobile liability insurance within 30 days of hire per state law)
• Must pass a drug test, driver's license check, criminal history background check, and social security number verification check
• Must be available to work Monday-Friday from 8:00 a.m. to 5:00 p.m.
• Must be able to work after hours to balance payments, post journals, create deposit, and complete other miscellaneous duties as needed

• Bilingual in Spanish and English
• Previous experience working in a high stress environment
• Experience in Customer Service
• Proficient in verbal and written skills
• Cash handling experience in high volume environment