Customer Service Representative I

T

Town of Smyrna

Customer Service Representative I

Smyrna, DE
Full Time
Paid
  • Responsibilities

    POSITION TITLE : CUSTOMER SERVICE REPRESENTATIVE I

    DEPARTMENT : ADMINISTRATION - FINANCE

    STATUS : NON-EXEMPT/UNION

    REPORTS TO : CUSTOMER SERVICE MANAGER OR OTHER ASSIGNED SUPERVISOR

    I. POSITION SUMMARY

    This position requires the ability to learn quickly and to multi-task in a fast-paced, highly detail-oriented, environment. This position also requires the ability to follow directions, to follow policy and procedures; to operate, maintain, and reconcile a cash drawer with accuracy; ability to work with the public and with Town staff; ability to prepare correspondence; ability to create and maintain spreadsheets; ability to operate calculator, other office equipment, and computer software. A willingness to work overtime when required, which includes informal monthly staff meetings.

    Diverse spectrum of exposure and communication levels with, but not limited to, residential, (homeowners/landlords and tenants), businesses, (commercial and industrial), attorneys, mortgage companies, banks, property managers, realtors, vendors, Mayor and Council, and other governmental agencies.

    This is a hourly, union, position, with a one (1) year probationary period, starting at $20.76.

    II. ESSENTIAL DUTIES AND RESPONSIBILITIES : These essential functions are fundamental, core functions common to this position and are not intended to be an exhaustive list of all job duties.

    • Greets incoming customers and receives and responds to customer inquiries via phone, email etc., (customer emails should be responded to within 48 hours of receipt).
    • Process all incoming payments.
    • Reconciles cash drawer daily and prepares respective bank deposit.
    • Creates correspondence and emails as applicable in conducting Town of Smyrna business.
    • Enlists the efforts of team members or management when necessary to accelerate the collection process.
    • Signs up customers for utility services.
    • Maintains spreadsheet of utility customers seeking payment arrangements/financial assistance.
    • Retrieve mail.
    • Begin training, including cross-training, with other departmental duties.
    • Demonstrates solid judgement and diplomacy when dealing with customer requests and when interacting with team members and management.
    • Maintains the highest level of confidentiality of all financial and systems-related information.
    • Follows Town of Smyrna and departmental policies and guidelines.
    • Perform other duties as assigned in providing daily support for the Town of Smyrna.

    III. REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

    • Requires proficiency in Microsoft Office solutions including Excel and Word.
    • Dependable and detail oriented.
    • Requires excellent written and oral communication skills.
    • Requires excellent customer service skills.
    • Requires proficiency with grammar, (English), and in business math with preference given to an accounting background.
    • Requires records management skills.
    • Ability to lift up to 50 lbs.
    • Spanish-speaking skills may also be given preference.

    IV. REQUIRED EDUCATION AND EXPERIENCE

    • Graduation from high school with emphasis on business courses is required.
    • College level course work in business administration and/or accounting is preferred.
    • Bachelor's degree in related field preferred.
    • 1-3 years of experience in the following environments preferred: municipality, office, cashiering, banking, retail, customer service backgrounds.
    • Preference may also be given to experienced users of the Town's software application, (currently SunGard/Central Square Public Sector/Tyler-Munis).

    VI. ADA REQUIREMENTS :

    • Work requires sitting, standing, and working in an administrative office setting for extended periods of time.
    • Work requires the ability to answer the phone, verbally communicate, draft written correspondences, (physical and digital), to perform daily tasks.

    VII. ADDITIONAL REQUIREMENTS :

    • Must pass criminal and credit background investigation
    • Possession and retention of a valid motor vehicle operator's license issued by the State of Delaware.