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Customer Service Representative III

Employer
City of Fargo
Location
Fargo, North Dakota
Salary
$21.19 - $27.54 Hourly

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Industry
General

Job Details

Provides customer service and processes payments for utilities and other city services.  Under limited supervision, performs higher level customer support work, providing accurate detailed information and interpretation of related city policy to all customers in person and over the telephone.   Incumbents draw upon their knowledge of departmental functions, policies and procedures, etc., as well as precedent and past experience, to solve problems when interacting with the public.   Problems may require intermediate analysis and interpretation of data.  Processes all utility billings and analyzes them in order to identify and troubleshoot related problems with customer use, equipment and/or system.  
  PRIMARY RESPONSIBLITIES: Perform customer service support work, providing accurate detailed information and relating company policy to all customers.    Performs data entry with a high level of accuracy.  Must possess excellent interpersonal skills both in person and on the telephone.   Perform accurate cashiering functions.   Must be able to work within deadlines in a professional manner
Does not supervise, but may be asked to assist the supervisor by providing training or work direction to other support staff.  
 
Essential Duties and Responsibilities:
 

  • Communicates and maintains working relationships with others in carrying out job functions.
  • Greets visitors to the office and answers telephones; provides customer service to the general public;
  • Frequently interacts with the public, vendors, others in the work unit, and across departments to exchange basic fact information as requested or as necessary; interactions occasionally involve the exchange of detailed and/or technical information where the ability to explain concepts is exercised;
  • Responds to customer questions and complaints by providing information on water use, and billing policies, conducting research into the problem;
  • Using knowledge of department operations and procedures, resolves most public informational requests without referring them to a supervisor or other staff; only the unusual cases, where there is no precedent established, are referred to a supervisor.
  • May field escalated calls from less experienced staff;
  • Refers issues and concerns to the appropriate party for resolution as necessary.
  • Handles customer requests such as setting up auto pay information for customer accounts, setting up new accounts, processing moves, etc.; notifies other City departments of new accounts as necessary;
  • Resolves billing discrepancies and payment disputes; makes any necessary adjustments;
  • Schedules appointments and coordinates with Meter Department for meter repairs, changes, checks, turning service on or off, and other service requests.
  • Process all City utility billings including, but not limited to, Water, Sewer, Forestry, Storm Sewer, Street Lighting, Solid Waste collection, mosquito spraying and maintains related customer accounts.
  • Enters water meter readings from  meter readers by uploading and downloading files to AS400 system and by hand keying;
  • Maintains customers email address used for e-billing
  • Generates reports and analyzes water use data for high or low consumption and stopped meters; sends letters to property owners and/or dispatches shop to correct problem;
  • Generates utility bills and delinquent account statements on a monthly basis; may choose to do estimated water bills when problems are identified;
  • Transmits billing files  to contract billing firm;
  • Reviews monthly billings for errors; identifies and corrects billing errors due to incorrect data or equipment or program errors;
  • Processes customer payments for utility bills.
  • Opens and sorts incoming mail, scans checks and stubs received; manually enter and post checks without stubs, researching account numbers;
  • Processes and posts ACH payment;
  • Takes credit card payments over the phone;
  • Takes walk-in payments for parking tickets, special assessments, special permits and licenses as well as utility bills; posts all payments;
  • Enters payments and billing information on utility billing summary spreadsheet.
  • Monitors delinquent accounts and takes action to resolve.
  • Makes payment arrangements with customers on past-due accounts and takes action as needed on NSF checks;
  • When payment arrangements are not kept, takes necessary actions to get the account paid to current;
  • Makes decisions to shutoff service and to refer account to collection agency.
  • Provides general administrative office support to the department head and/or department.
  • Prepares complex forms, listings, informational and statistical reports, documents, etc. by determining required data, gathering, receiving and compiling data from several sources; comparing information to verify accuracy and formatting data appropriately;
  • Composes and/or types letters, forms, memoranda, and reports from abbreviated notes, tapes, and records;
  • Prepares agenda items that pertain to the department for City Commission or other meetings 
  • Serves as a resource for department staff in use of office software.  Assists co-workers by sharing software use techniques.
  • Performs general office support activities.
  • Processes forms, application and other documents by reviewing forms for completeness, verifying information, performing necessary calculations, coding and entering data into a computer system;
  • Makes copies of materials;
  • Maintains an office filing system;
  • Sorts and distributes mail;
  • Tracks and monitors the administrative office supply inventory and arranges for replenishment of items as necessary.
  • Provides back-up support for the Deputy Auditor and Records Administrator in issuing various licenses in accordance with City ordinances, policies and regulations. Research records and approve straightforward requests; obtain Auditors approval for more complex situations.
  • Issues gaming permits for charity benefits, raffles, bingo, etc.  Collects information and prepares items for City Commission agenda packet.
  • Performs all job duties in compliance with safety guidelines and with an ongoing awareness of safety practices.
  • Knows and follows department and city rules as well as sound work and safety practices in order to accomplish the job objectives and avoid injury or loss;
  • Wears proper protective equipment when policy requires or conditions indicate a need exists and utilizes proper body mechanics and ergonomics while performing work;
  • When potentially unsafe conditions are observed makes efforts to avoid or correct them if they are controllable and draws them to the attention of the responsible supervisor or safety representative in a timely manner. 
  •   Performs other duties and activities as assigned. 
  • MINIMUM QUALIFICATIONS: The job requires an associate’s degree and three or more years of previous customer service support experience involving customer contact in person and over the phone, cashiering skills and data entry.  In addition, experience relating to information dissemination, records organization and retention or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.   A driver’s license may be required.
     
    Knowledge, skills and abilities include:
  • Requires basic knowledge of governmental  policies and records administration;
  • Requires advanced knowledge of Microsoft Office applications;
  • Requires excellent interpersonal and customer service skills including in person and over the phone;
  • Requires cashiering skills
  • Requires 10 key and data entry skills with a high degree of accuracy
  • Requires strong attention to detail;
  • Ability to work in a high pressure environment within established deadlines.
  • Ability to establish and maintain effective working relationships with others.
  • Performs data entry with a high degree of accuracy.  Must possess excellent interpersonal skills both in person and over the telephone.  Performs accurate cashiering functions.  Must be able to work within deadlines in a professional manner.  
  • PHYSICAL DEMANDS:

    Most work is performed in a normal office environment.  Work requires extensive use of a computer, telephone, and other office equipment. Work is generally light with considerable variety.  Lifting a box of paper or a box of envelopes is the heaviest work.  There is considerable attention to detail and deadlines. The job may involve dealing with and calming individuals who are emotionally charged over an issue.  

    Activities include stooping, standing, walking, lifting, fingering, grasping, feeling, talking, hearing/listening, seeing/observing, repetitive motions.   

    Light Work:  Physical demands are normally those associated with light work: Exerting up to 60 pounds of force (team lift) occasionally and/or 10 pounds of force frequently, and/or negligible amount of force constantly to move objects. 

    The job may require dealing with individuals who are emotionally charged. 

    Some requirements in this job description may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.  All requirements are subject to modification to reasonably accommodate individuals with disabilities. 

    Requirements are representative of minimum levels of knowledge, skills, and experience required.  To perform this job successfully, the worker must possess the abilities and aptitudes to perform each duty proficiently.

    This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.  The City Administrator retains the discretion to add duties or change the duties of this position at any time.

Company

Vision

We to be an employer of choice through collaboration, engagement, and development in order to deliver an exceptional career experience for the people serving the great City of Fargo.

Values

We will respect each other and all stakeholders by delivering honest and empathetic customer service. We commit to develop and maintain a culture that values the health, safety, and equitable treatment of all stakeholders.

Company info
Website
Telephone
701-241-1321
Location
225 4th Street North
Fargo
ND
58102
United States

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