Customer Service Rep I
About The Position
Take on a vital role within the Customer Service Department, by delivering exceptional customer service within the phone center and walk-in areas. This role is responsible for performing essential clerical and routine technical functions related to utility billing, account inquiries, service requests, and payment processing. The Customer Service Representative ensures accurate and timely handling of customer interactions in a fast-paced environment while maintaining professionalism, empathy, and efficiency. Working under immediate supervision, this position plays a critical role in supporting daily operations and fostering positive customer experiences that reflect the City’s commitment to service excellence.
Requirements
- High School Diploma or GED.
- Minimum of 1 year of experience working in a call center or customer service role, excluding food service and retail.
- Valid driver's license
- Proficiency with Microsoft Office, including Word, Excel, and Outlook
- Willingness to work during inclement weather or City emergencies, including nights and weekends (e.g., power outages, disaster response)
Responsibilities
- Deliver exceptional customer service in both phone center and walk-in area environments.
- Assist customers in establishing new service accounts, closing or transferring existing accounts, and addressing utility billing inquiries.
- Analyze customer payment histories, balances, and potential for future payments to create appropriate payment arrangements.
- Issue work orders to various City departments in response to customer requests or issues.
- Process payments for utility accounts and miscellaneous transactions.
- Operate computers, phones, and internal PC applications to efficiently document interactions and complete tasks.
- Manage a high volume of phone calls, answering between 100-120 calls per day, while maintaining quality metrics and telephone statistics.
- Resolve customer issues professionally and de-escalate matters in a calm manner.
- Operate calculators and standard office equipment to maintain records.
- Ensure all work is performed in compliance with OSHA and City Safety Standards and Policies.
- Participates in special projects and other duties as assigned.
Benefits
- A guaranteed life-long monthly pension, once vested after 5 years of service
- 401K and 457B Retirement Plans
- PTO earned within first year
- 13 Paid Holidays per year
- Tuition Reimbursement Plan
- Competitive medical, dental, and vision plans effective day one
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
