Customer Service Representative

City of Vancouver

4d • Onsite

About The Position

As one of the fastest growing cities in the Pacific Northwest, Vancouver is building a city of the future through innovation, sustainable development, excellent leadership and effectively working with an engaged community. Our growth is guided by our core values of livability, sustainability and resiliency, innovation, and equity and inclusion, and we accomplish our work through collaboration, innovation, compassion and empowerment. If who we are speaks to you, then the City of Vancouver might just be the right place! We are currently recruiting for a Customer Service Representative. The primary responsibilities are to serve as the point of contact to facilitate customer transactions with the City of Vancouver by providing information including parking permits, citations, appeals, handling customer complaints, and maintaining related financial records. Serve as the first point of contact for customer service transactions in the Financial and Management Services department. Resolve customer issues and handle customer interactions in a positive manner. Perform a wide variety of responsible clerical work, cash handling and customer related office duties. This is a full-time, regular, non-exempt position covered by the provisions of an agreement between the City and OPEIU.

Requirements

• One year of recent, professional, customer relations experience and at least 6 months of experience sorting and filing documents.
• One year of recent experience handling cash is required.
• Equivalent to a HS Diploma/GED.
• Competency in MS Word, Excel, Outlook, Internet, data entry and 10 key by touch.

Nice To Haves

• Call center experience preferred.

Responsibilities

• Perform cashiering duties and receipt funds for City of Vancouver customer accounts such as utility payments, parking citations/permits, SCIP loans, miscellaneous invoices, etc.; complete balancing process at close of business each day; maintain and reconcile the cash drawer; comply with established cashiering practices in accordance with the Cash Handler’s Manual.
• Advise and assist customers with parking VMC and RCW rules and regulations, citation appeals / court requests, meter inspections, changes in vehicle ownership, collection agency information, and citation disputes; process requests for citation adjustments.
• Provide assistance on the telephone and in person to citizens with inquiries and complaints.
• Identify customer service problems and conduct research; communicate results to customers.
• Research return mail; merge parking customer accounts; abstract form review and completion for collection agency.
• Provide a high level of reception and customer service at all times; project and maintain a positive image on behalf of the City of Vancouver with those contacted in the course of work.
• Provide general information to customers on City policies and procedures; refer calls or complex issues to appropriate department and/or City personnel.
• Enter customer information on computers including waiting lists and logs for parking lots; advise customers of fees, services, billing information, procedure, and other related information including parking lots, on-street, and residential permits; distribute employee parking permits and bus passes.
• Manage parking lot sales, assign spaces, manage waiting lists, contact customers regarding availability.
• Advise and assist customers with Business License general inquiries, rules and regulations, provide referral information for Department of Revenue, Department of Labor and Industries, and Internal Revenue Service, refer complex issues to Business License staff.
• Prepare requests for refunds of parking permits and overpayments as allowable and follow up with customers.
• Perform general secretarial and clerical work; file, schedule appointments, operate office machines including but not limited to: computers, copiers, fax machines, credit/debit card machines; input and retrieve data and text; organize and maintain disc and on-line data storage and filing system and other customer related office duties.

Benefits

• negotiated step increases based on seniority
• competitive salaries
• benefits and work environment support and encourage a healthy, balanced lifestyle and ongoing development and learning opportunities

What This Job Offers

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