POSITION TITLE: CUSTOMER SERVICE REPRESENTATIVE I DEPARTMENT: ADMINISTRATION - FINANCE STATUS: NON-EXEMPT/UNION REPORTS TO: TOWN MANAGER, ASSISTANT TOWN MANAGER, FINANCE DIRECTOR, OR ANOTHER APPOINTED 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 $20.35. 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.