Service Support Assistant

City of Carrollton • Carrollton, TX

11d • Onsite

About The Position

Responsible for serving as the first point of contact for constituent calls and walk-ins associated with area of assignment. Duties include: answering inbound phone calls, radio calls, and emails; researching, responding to, and logging inquiries, complaints, and concerns; accepting payments in the form of check, cash, or credit card for utilities, citations, and other City payments; and, ensuring cash drawers are balanced. Work is performed with moderate supervision.

Requirements

• Knowledge of telephone etiquette
• Skilled in operating modern office equipment
• Skilled in providing customer service
• Skilled in handling irate customers
• Skilled in handling cash
• Skilled in handling frequent interruptions
• Skilled in performing basic mathematical calculations
• Skilled in operating a computer and related software applications
• Skilled in communicating effectively with a variety of individuals
• High School Diploma or G.E.D.
• One year related experience in area of assignment such as inbound call center, cash handling, or customer service.

Nice To Haves

• Bilingual in Spanish and English.

Responsibilities

• Answers and responds to inbound phone calls, radio calls, and emails for multiple internal departments from citizens and staff. Transfers callers to appropriate internal departments and/or requested staff members as requested.
• Researches, responds to, and logs inquiries, complaints, and/or concerns received from citizens and staff.
• Enters a variety of information into applicable databases and/or work order entry systems.
• Accepts and processes a variety of payments in the form of check, cash, or credit card for utilities, citations, and other City payments. Makes appropriate adjustments to customer accounts, following established guidelines and procedures. Enters payment information into applicable database and issues receipts to customers.
• Balances cash drawers at the end of the business day and prepares related bank deposit paperwork. Notifies appropriate internal department of daily deposit totals and prepares related financial logs, book entries, and/or other related paperwork.
• Performs other duties as assigned.
• Balances cash receipts and readies for bank deposit. Opens, terminates, and maintains customer utility accounts.

What This Job Offers

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