Service Support Assistant

City of Carrollton•Carrollton, TX

6d•$18•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

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.
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.
Must pass pre-employment drug test.
Must pass criminal history check.
Must pass motor vehicle records check.
May be required to pass a credit check depending on assignment.

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.