Customer Service Representative II - Equipment & Fleet Management (Civil Service)

City of Dallas

1d•$22 - $22

About The Position

The Customer Service Representative II provides customer service and information in response to inquiries about various city services. The role requires judgment and independent decision-making to resolve citizen complaints and answer requests. The position involves walk-in and call-center interactions, customer account research and updates, payment processing, and investigating billing or service issues in accordance with city ordinances, regulations, and policies.

Requirements

High school diploma or GED.
Three years of customer service experience involving substantial phone or customer contact and cashiering, data entry, account analysis, and/or complaint resolution.
Knowledge of professional customer service and call-taking skills.
Ability to identify concerns and service requests and determine courses of action.
Ability to interpret ordinances, codes, and departmental policies.
Ability to communicate effectively orally and in writing.
Ability to interact tactfully with employees and the public.
Ability to prepare clear and concise reports.
Ability to establish and maintain effective professional relationships.
Availability to work varying shifts, including days, evenings, nights, weekends, and holidays.
Subject to inclement weather conditions.

Responsibilities

Receive, discuss, analyze, and respond to walk-in customer inquiries about services such as water and sewer accounts, parks reservations, policies, procedures, and other customer service requests.
Monitor and handle call-center calls and ensure customer service representatives conduct customer interactions professionally.
Update customer accounts and records to determine whether service applications should be accepted or service discontinued, and whether meter inspections or replacement requests are needed; verify account accuracy and identify delinquent accounts or warrants that should be canceled.
Research and initiate investigations into misapplied payments and billing complaints, determine causes, offer resolutions, and correct account errors or problems, including selecting appropriate billing adjustments.
Receive, verify, and count currency, checks, and money orders for water bills, traffic tickets, and court bonds, and issue payment receipts.
Endorse checks, prepare collections for deposit, issue cash refunds, and balance the daily journal according to policy and procedure.
Investigate problems, gather and analyze information, advise the public, and resolve issues in compliance with city ordinances and regulations.
Provide requested information to attorneys, collection agencies, and city departments.
Perform other tasks as needed or assigned.