Customer Service Representative II (Park and Recreation [PKR] Dept., Unclassified Position)
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. It is within the Park and Recreation (PKR) Department and is an unclassified position. The representative handles walk-in inquiries and customer service requests, monitors call center calls and the professionalism of customer service representatives, and reviews customer accounts and records. The role also investigates billing and payment problems, processes payments and refunds, balances collections, and gathers information to advise the public and resolve issues in compliance with city ordinances and regulations.
Requirements
- High school diploma or GED.
- Two years of customer service experience preferred.
- Knowledge of professional customer service and call-taking skills.
- Ability to determine concerns and service requests and identify courses of action.
- Ability to interpret ordinances, codes, and departmental policy.
- 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.
- No licenses or certifications required.
Nice To Haves
- Two years of customer service experience.
Responsibilities
- Receive, discuss, analyze, and respond to walk-in inquiries about customer service areas such as water and sewer accounts, parks reservations, policies, procedures, and other service requests.
- Monitor and handle call center calls and ensure customer service representatives conduct interactions professionally.
- Update customer accounts and records to determine whether service applications should be accepted or discontinued, whether meter inspection or replacement is needed, and whether accounts are accurate; identify delinquent accounts and cases where fine and arrest warrants should be cancelled.
- Research and initiate investigations into misapplied payments and billing complaints, determine causes, offer resolutions, and detect and correct customer account errors, including determining 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, make cash refunds, and balance the journal according to policy and procedure, documenting funds received and disbursed for the day.
- Investigate problems and gather and analyze information to advise the public and resolve problems in compliance with city ordinances and regulations.
- Assist attorneys, collection agencies, and city departments with requested information.
- Perform other tasks as needed or assigned.
Benefits
- Competitive benefits are mentioned, but specific benefits are not listed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
