At the City of Plano, our values make us who we are and guide us as we SERVE our city. As members of Team Plano, our organizational Values (what is most important to us) make up the acronym, SERVE (Stewardship Engaged Respectful Visionary Excellence).
Summary of Duties: Under basic supervision, the Customer Service Representative II is responsible for answering incoming calls for the department, entering department's data into the work management system, collecting public funds, investigating public inquiries and ensuring accurate account maintenance.
Distinguishing Characteristics: This is the journey-level classification in the Customer Service Representative series that follows diversified procedures and implements processes to accomplish end results, within guidelines. Immediate supervision is available upon request. This class is distinguished from Customer Service Representative, Senior in that the latter is a higher-level class in the series that performs more complex technical, investigative, and supervisory duties requiring a higher level of knowledge and skill.
Examples of ESSENTIAL JOB FUNCTIONS
Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.
- Enters appropriate departmental data into the computer system and searches for records of materials in the computer system.
- Responds to all types of inquiries from the public, in person and on the telephone, and bring all questions and problems presented by citizens to a satisfactory conclusion, either by resolving personally or referring the issue to a supervisor for handling.
- Processes and maintains work orders
- Establishes new accounts; explains policies and ordinances.
- Prepares daily deposits of monies collected; processes payments and bank draft requests.
- Researches and analyzes customer accounts; responds to customer inquiries regarding billings, deposits, payments, penalties, refunds and adjustments, etc.
- Contacts customers with delinquent accounts, or other funds due, and request payment. Monitors status of accounts.
- Dispatches calls to maintenance crews.
- Notifies Public Safety Communications when a fire hydrant is out of service and when back in service.
- Issues fire hydrant meters.
- Schedules locates for construction companies.
- Regular and consistent attendance for the assigned work schedule is essential.
- Performs other duties as assigned.
Typical Decisions: The incumbent answers questions from citizens regarding department procedures, using prudent judgment in the communication of alternatives. May monitor collection activity on delinquent accounts and determine next action to take. Take calls and determine appropriate staff to dispatch.
Knowledge of: General office procedures; customer service and phone etiquette; conflict resolution methods and techniques; data entry procedures, basic bookkeeping methods and procedures; proper handling, collections, deposit and, safekeeping of cash assets.
Skill in: Communicating effectively both verbally and in writing; operating a personal computer and standard office equipment; completing mathematical calculations.
Education: High school diploma or GED equivalent.
Experience: Two (2) years of customer service experience which includes collections and cash management.
Any work related experience resulting in acceptable proficiency levels in the above Minimum Qualifications is an acceptable substitute for the above specified education and experience requirements
Licenses and Certifications: None.
Conditions of Employment: Must pass a drug test, criminal history background check, periodic CJIS background check (for positions requiring access into Police buildings) and social security number verification check.
Physical Demands and Working Conditions: This is primarily an office classification although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment; vision to read printed materials and a computer screen; hearing and speech to communicate in person and over the telephone. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects weighing up to 25 pounds.
Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.
The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills which may be required. The position also requires meeting the essential requirements of the Physical Demands and Working Conditions, with or without reasonable accommodation.
Equal Opportunity Employer - EOE/M/F/V/D
Open positions are subject to close without notice.
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