Customer Service Representative I - ZA0061
City of Denton
Job Description
Title: Customer Service Representative I – Temporary
Position ID: ZA0061
Department/Division: Utilities/Customer Service
Reports to: Customer Service Supervisor
FLSA Designation: Non-Exempt
Safety Sensitive: No
DOT: No
Definition: Responsible for assisting City of Denton customers with utility services in a friendly and professional manner. Customer Service Representatives I may work from home for
as many as 50% to 90% of scheduled hours, with supervisor approval based on business necessity.
Essential Functions:
Receives heavy phone traffic, records and processes requests for utility connects, disconnects, transfers for residential 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 cash handling policy
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 accounts.
Monitors and processes delinquent utility accounts; Completes cut-non-pay disconnects and reconnects; Process and logs daily delinquent reports on active 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
Discusses services available (container sizes and frequency/carts and levels) with associated costs/contracts - new or revised
Processes daily cycle billing involving reviewing the billing system’s journal and verification reports; processes daily cycle reports; reviews bills prior to mailing
Processes daily utility billings and account adjustments
Keeps accurate production records; updates personal data on accounts in the Customer Service Billing System
Radio dispatch to appropriate personnel
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
Must maintain regular and punctual attendance
Processes, logs, and files water leak adjustment and check for leak requests
Processes tax exemption paperwork and maintains files
Handles all billing, rates, and calculation questions
Accepts credit card payments by phone
Additional Duties:
Performs other duties as assigned
Minimum Qualifications / Acceptable Equivalency:
High school diploma or GED equivalent
Two years customer service experience
OR
Any combination of related education, experience, certifications and licenses that will result in a candidate successfully performing the essential functions of the job
Core Competencies:
Ability to communicate effectively both verbally and in writing
Ability to form and maintain effective relationships with coworkers and customers
Ability to maintain regular and punctual attendance
Proficient in Microsoft Word, Excel, and Access
Conditions of Employment:
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 able to work Monday, Tuesday, Wednesday and Friday from 9:00 a.m. to 2:00 p.m.
Preferences:
Bilingual in Spanish and English
Previous experience working in a high stress environment
Experience in Customer Service
Proficient written and verbal skills
Ability to type at least 40 words a minute and 10 key by touch
Physical Requirements:
Overall Strength Demands: The bold and italicized word describes the overall strength demand of the functions performed by the incumbent during a typical workday.
Sedentary – lifting no more than 10 pounds
Light – lifting no more than 20 pounds; carry up to 10 pounds
Medium – lifting no more than 50 pounds, carry up to 25 pounds
Heavy – lifting no more than 100 pounds, carry up to 50 pounds
Very Heavy – lifting more than 100 pounds, carry more than 50 pounds
Physical Demand Codes: The following describes if the incumbent is expected to exert the following physical demands during a typical workday and the overall frequency.
Codes for “how often”:
Y = Yes
N = No
E = extensive (100-70%)
M = moderate (60-30%)
I = infrequent (20-10%)
A = almost never (<10%)
Task: Code:
Standing: I
Sitting: E
Walking: M
Lifting: I
Carrying: I
Pushing/Pulling: A
Overhead Work: A
Fine Dexterity: A
Kneeling: A
Crouching: A
Crawling: A
Bending: A
Twisting: A
Climbing: A
Balancing: N
Vision: Y
Hearing: Y
Talking: Y
Video Display: Y
Other:
Machines, Tools, Equipment and Work Aids:
The essential functions of this position require the use of computer monitor/keyboard, telephone, adding machine, copier, fax and scanner.
Environmental Factors:
The essential functions of this position may be performed in an office environment, on-site or through telecommuting with supervisor approval, depending on business necessity. Telecommuting
requires
employees to log into City of Denton's secure virtual network via remote access to complete tasks and possess a dedicated work area free from interruptions.
This job description is not an employment agreement, contract agreement, or contract. Management has exclusive right to alter this job description at any time without notice.
Effective Date: 01/13/2010
Revision Date: 06/15/2020