Customer Service Representative I, (B272931-4), 202, Animal Control

City of Laredo•Laredo, TX

About The Position

The Customer Service Representative I serves as an initial point of contact for customer concerns, questions, and complaints. The position answers calls, responds to emails, assists customers in person, provides general information, routes inquiries to the appropriate employees or departments, and records customer calls and resolutions in a database. Duties may be assigned across Animal Control, utility billing, utility field collections, utility customer service, and Solid Waste functions. The role also coordinates schedules and appointments, relays messages, processes payments, maintains records and inventory, and may drive a City vehicle for City business. Depending on assignment, utility duties include producing bills and reports, researching account histories and billing issues, processing service cutoffs and delinquency notices, assisting with meter-reading work orders, opening and terminating customer accounts, explaining charges and due dates, developing payment plans, balancing daily collections, and preparing deposits. Solid Waste duties include handling and following up on 311 requests, explaining policies and schedules, resolving complaints, maintaining trash-can inventory, delivering and collecting cans, preparing work orders and reports, and coordinating deliveries for City events. The position requires knowledge of City ordinances, protocols, policies, services, basic arithmetic, office procedures, computers, and applicable software. The employee must communicate effectively in English and orally in Spanish, maintain effective working relationships, organize work and meet deadlines, follow directions, maintain a professional image, and maintain a valid Texas driver license and good driving record. Work is primarily office-based but may involve outdoor, street, vehicle, or warehouse environments, local travel, occasional unpleasant conditions, and physical effort of up to 35 pounds occasionally and up to 20 pounds frequently or constantly.

Requirements

High school diploma or GED equivalency.
At least one year of experience in customer service, clerical work, or administrative support.
Valid Texas Driver License; an applicant with an out-of-state license must obtain a Texas Driver License within six months of employment.
Maintain a good driving record.
Communicate effectively orally and in writing in English and orally in Spanish.
Knowledge of City ordinances, protocols, policies, City services and departments, basic arithmetic, modern office procedures, computers and applicable software, and English grammar, spelling, and punctuation.
Ability to plan, organize, manage time, adapt among varied tasks, think critically and logically, provide customer service, maintain effective working relationships, follow supervisor directions, and meet schedules and deadlines.
Ability to perform strenuous and routine work and maintain the health and physical condition necessary to perform the job duties.
For Solid Waste duties, ability to use Google Maps, locate and read water meters, operate a forklift, read maps, type at least 40 WPM, maintain manual and electronic records, perform arithmetic computations, and use computer hardware and word-processing and spreadsheet software.
Applicants educated outside the United States must submit a foreign credential evaluation from a NACES- or AICE-member agency verifying U.S. equivalency; applicants are responsible for the evaluation costs.
Applicants offered employment must provide certified school transcripts and undergo a thorough background check.
Selected applicants must undergo a drug and alcohol test before employment; employees in safety-sensitive functions or positions are subject to random drug and alcohol testing.

Responsibilities

Serve as the initial point of contact for customer concerns, questions, and complaints.
Answer phone calls, respond to emails, assist customers in person, provide general information, and route inquiries to the appropriate employee or department.
Create, enter, and maintain customer call records and resolution information in databases.
Coordinate schedules and appointments and relay messages between departments.
Process payments and maintain inventory control.
Drive a City vehicle for City business when required.
For utility billing assignments, initiate utility bill production, print bills and reports, review delinquent accounts, research account histories and billing exceptions, and distribute reports.
Prepare and process utility work orders for meter rechecks, readings, meter sets, service locations, service costs, and high bills; determine corrective actions and calculate account adjustments as assigned.
For utility field collections assignments, process account cutoffs and delinquency notices, assist with meter-reading processing, track billing cycles, produce liquid-waste bills, and prepare work orders to terminate accounts.
For utility customer service assignments, explain water, sewer, and garbage charges; establish and transfer accounts; assist customers with high bills, payment plans, service complaints, balances, due dates, and cutoff dates; and prepare daily cash counts, balance collections, and deposits.
Check and verify utility refund checks and request approvals from relevant departments for specified charges, permits, or plats.
For Solid Waste assignments, process and follow up on 311 requests, provide information about policies, ordinances, and schedules, and resolve and track customer complaints.
For Solid Waste assignments, verify customer and location information, maintain trash-can inventory, deliver, pick up, exchange, and replace cans, and coordinate deliveries for City events or inspections.
Prepare and maintain letters, memos, notices, reports, work orders, correspondence, and other records; sort and file related materials.
Perform other duties as assigned.