PURPOSE: Interface with the general public to professionally accept payments, apply payments to the Critrix system; assist the customer with accurate, clear responses.
Communicate with Supervisor/Manager regarding operation of departments.
DETAIL JOB FUNCTIONS (IN ORDER OF PRIORITY, INCLUDING FREQUENCY)
Should have a strong knowledge of the Critrix system to support CSR who are providing information to customers regarding outstanding tickets, ticket and payment histories, split plate processing, ownership history information, fees and boot eligibility. This includes use of the General Inquiry Screen, Plate Summary Information, Ticket Detail Screen, Ticket History, and Boot and Tow Subsystem.
Customer Service Representative should accept and process payments for tickets on single or multiple plates, as well as payments on booted and/or towed vehicles. Payment processing categories can include straight payments using cash, check or money order, ROR releases, RTO releases, or ATB payments. Additionally, CSR must be able to create and process payment plans, and record and sell RPP decals, and support CSR in all these functions.
Customer Service Representative must have ability to process adjustments and create full documentation for every adjustment.
Customer Service Representative must have a full understanding of Residential Permit Parking policy and the Critrix system to support customer service function. This includes the ability to review existing household history, create households in Critrix, record and sell the proper decals based on the customer's residence and paperwork, and control the inventory of decals and forms. Must control damaged and voided decals. Parking Permits are sold through walk-in or mail-in requests. Must communicate with the Cashiers and the City when mail-in decals are requested incorrectly and additional forms or information are needed.
Reconcile moneys collected against Cash Total Report generated from Cashier Management in Critrix. After verification complete Cashier's Settlement Sheet and print the Daily Journal. All balancing procedures must be completed by end of shift unless approved by Supervisor/Manager. Any overage or shortage must be documented on Settlement Sheet and reported to the Supervisor/Manager.
Verify moneys collected from CSR prior to completion of closeout. Prepare daily deposit for all shifts. Immediately report any and all discrepancies or problems with deposits to Supervisor/Manager.
Log all vehicles that have been impounded utilizing the appropriate logbooks maintained at the Auto Pound. File impoundment forms and make any pertinent information to ensure accurate vehicle releases. Copy and file all forms to prepare vehicles for transfer.
CSR must audit a sampling of all logs maintained at the Auto Pound and prepare a written findings memo for the Supervisor/Manager.
Customer Service Representative must interface with each customer in a professional manner, providing assistance with the parking program. This includes providing clear information regarding the parking program, providing detailed information regarding individual tickets or plates, helping with Residential Permit Parking decals, assigning re hearing dates, accepting and processing payments, giving out adjudication information, as well as providing general assistance with any type of question or problem (i.e., questions regarding DMV problems, stolen vehicles, moving violations, etc.). This is a critical function that must always be performed professionally and effectively.
Lead CSR must resolve any problems with a customer that a Customer Service Representative is unable to handle.
Customer Service Representative must interface with City personnel on a daily basis, including Auto Pound Attendants, Hearing Center staff, Council Staff, Communications, and any other City Hall Official. This interface must be provided in a professional and efficient manner.
Daily communication includes discussions on processing impounded vehicles, returning intake files, locating and copying information and forms as required, as well as releasing impounded vehicles.
Lead CSR should oversee the processing of refunds as required. This includes Hearing Center Mail-In Refunds, Hearing Center Walk-In Refunds, and Auto Pound Sundry Claim Requests. Refund processing includes reviewing the appropriate documentation (receipts, disposition forms), preparing the credit card credit or refund check, and generating the appropriate copies for back up.
A monthly log is generated at the Hearing Center for all refunds processed.
A weekly log is generated at the Auto Pound of Sundry Claims refunds processed.
Lead Customer Service Representative acts as back up to Supervisor/Manager as required
or requested ensuring that all tasks are performed in a professional and timely manner to ensure efficiency of the department, and cover shifts as needed.
Retrain/train employees; Monitor Cashier Activity; Enforce ACS policies and procedures. Communicate with Supervisor/Manager regarding daily operations of department. Maintain security of cashiering areas. Prepare weekly payroll. Maintain a neat and clean work area. Perform other functions as required by Manager.
EDUCATION AND EXPERIENCE REQUIRED:
High School Diploma or GED equivalent
Minimum 12 months cash handling experience dealing with payment processing or cashiering and heavy customer service.
10-key by touch, general update and report balancing, and log maintenance, computer knowledge helpful.
THIS IS A NON-EXEMPT/HOURLY POSITION. CRIMINAL BACKGROUND CHECK AND PRE-EMPLOYMENT DRUG TESTING IS REQUIRED.
*Applicants must be available to work nights and weekends.