Customer Service Representative I - Part Time - Solid Waste

City of Denton•Denton, TX

7d•Hybrid

About The Position

Responsible for assisting City of Denton customers by phone, electronically, and in person with payments, inquiries, and service requests in a friendly and professional manner. This role involves handling heavy phone traffic, performing routine office duties, processing payments, and assisting with interdepartmental functions. For the Solid Waste division, responsibilities include processing customer requests at the Weigh Station, identifying and screening waste materials, educating customers on disposal rules, handling payments for landfill customers, and entering data into the Weigh Station software. The position also provides support for the Home Chemical Collection (HCC) Division and may serve as a back-up to Team Leads or the Weigh Station Supervisor.

Requirements

High School diploma or equivalent
One (1) year customer service experience
Six (6) months of cash handling experience
Knowledge of applicable Federal, State, and Local Government laws, ordinances, and regulations.
Skill in moderate problem solving; identifying problems and reviewing related information to develop and evaluate options and implement solutions.
Skill at an intermediate level, working with Microsoft Office 365, and other software systems to complete work.
Skill in interpersonal relationships, including using tact, patience, and courtesy.
Skill in providing exceptional service to internal and external customers.
Ability to communicate effectively, both in oral and written forms, for the needs of the audience.
Ability to establish and maintain effective interpersonal relationships.
Ability to handle records and complex situations of a confidential nature.
Ability to handle difficult and stressful situations with professional composure and confidentiality.
Ability to work independently and/or with team environment while handling multiple tasks and changing priorities with attention to detail.
Ability to develop, understand, interpret, and apply rules, policies, and procedures operations.
Ability to be flexible and adaptable to changing work environment to facilitate/accomplish needed activities.
Ability to document all adjustments necessary and approved to complete the project.
Ability to meet Quality Assurance Requirements and other key performance metrics for the call center operations.
Must pass a drug test, criminal history background check, employment history verification, and social security number verification.
Must be able to pass physical examination (For Solid Waste).
Must obtain and maintain a Cash Handling Certificate from the City's Treasury Department within six (6) months of employment (For Solid Waste).
Must obtain and maintain a Waste Screening Certificate from the City's Solid Waste & Recycling Department within twelve (12) months of employment (For Solid Waste).
Ensure equipment is in safe operating condition; perform preventive maintenance on tools and equipment, as appropriate and/or notify leadership immediately of needed repairs.
Follow established safety procedures and techniques to perform job duties, including lifting and climbing; operate tools and equipment according to established safety procedures.
Promptly report unsafe conditions in the work area and/or any conditions that are not immediately correctable to leadership.
Must be able to work after normal business hours to complete daily tasks.
Must be able to work flexible shifts, weekends, holidays, inclement weather days as needed (For Solid Waste).

Nice To Haves

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

Responsibilities

Handle heavy phone traffic for departments Citywide.
Perform routine office duties, including providing phone, electronic, and face-to-face support to customers.
Process drop box payments, post payments, and handle incoming and outgoing mail.
Assist with interdepartmental cash and reporting/tracking functions.
Receive, maintain, and account for monies and provide payment receipts.
Account for and balance cash drawer daily, prepare daily deposit for the bank.
Process commercial account set ups and validate Tax IDs.
Assist with projects and perform back-office assignments.
Assist peers with questions, errors, and escalated customer issues.
Process internal and external customer requests for Solid Waste, including weigh-in and weigh-out customers on Weigh Station scales.
Identify and screen waste materials being delivered to the landfill.
Help customers understand waste disposal and Solid Waste rules and regulations.
Receive, maintain, and account for monies for Solid Waste Landfill customers, accept card payments, authorize billing of charge account customers, and issue receipts.
Assist with active/inactive delinquent Solid Waste accounts collections.
Enter accurate data into the Weigh Station software, including landfill records.
Produce and verify reports.
Assist with new application(s) and computer information system modification(s) and upgrade(s) testing.
Assist at Home Chemical Collection (HCC) Division, including greeting customers, screening materials, educating customers on accepted materials, sorting and processing non-hazardous materials, restocking, and cleaning.
Serve as a back-up to Team Leads or Weigh Station Supervisor in their absence.