Customer Service Representative I - Solid Waste

City of Denton • Denton, TX

3d • 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 related to waste disposal, managing payments for landfill customers, entering data into specialized software, and assisting at the Home Chemical Collection (HCC) Division. The position may also serve as a backup 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, evaluate options, and implement solutions.
• Skill at the intermediate level, working with applicable Microsoft Office 365 products, and other software systems to complete work.
• Skill in providing exceptional service to internal and external customers.
• Skill in interpersonal relationships, including using tact, patience, and courtesy.
• 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 prepare budget documentation and to monitor expenditures to implement fiscal control and maintain budget compliance.
• 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.
• For Solid Waste – 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.
• Must obtain and maintain a Waste Screening Certificate from the City's Solid Waste & Recycling Department within twelve (12) months of employment.
• Regular and punctual attendance at the worksite is required for this position.
• Must be able to work after normal business hours to complete daily tasks.
• For Solid Waste – Must be able to work flexible shifts, weekends, holidays, inclement weather days as needed.
• Maintains emotional control under stress; works with frequent interruptions.

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.
• Keep accurate records and update personal data on accounts in the billing system.
• 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-ins and weigh-outs.
• 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, sorting materials, and restocking/cleaning.
• Serve as a back-up to Team Leads or Weigh Station Supervisor in their absence.

Benefits

• Medical, dental, vision, coverage in addition to life and disability insurance plans
• Employee Health Clinic
• Paid Vacation Days and Paid Holidays
• Retirement Plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED