Customer Service Representative- Telecommuting Opportunity Job at City of Denton, TX – in Denton, TX

Job Description

Responsible for assisting City of Denton customers with payments, inquiries, and service requests in a friendly and professional manner. Customer Service Representatives may work from home for as many as 50% to 90% of scheduled hours, with supervisor approval based on business necessity.

Essential Functions

Receives heavy phone traffic for various City departments

Processes requests for utility connects, disconnects, and transfers for accounts in a timely manner

Receives, maintains, and accounts for monies for utilities; Issues payment receipts to customers; Accounts for and balances cash drawer daily; Prepares daily deposit for the bank; ensures compliance with the City’s and Customer Service’s internal cash handling policies

Performs routine office duties such as assisting customers at the counter, directing people to the appropriate offices/persons, processing drop box payments, opening and sorting mail, and posting mailed in payments

Negotiates payment arrangements on utility accounts

Receives, processes, and records utility connects and disconnects for commercial customers upon buildings inspection releases

Generates and processes solid waste work orders within established timelines; maintains and files contracts in an organized manner

Explains solid waste services available, including container descriptions, sizes, and empty frequency ; Calculates associated costs and completes service contracts – new or revised

Keeps accurate production records; updates personal data on accounts in the billing system

Assists in collecting active/inactive delinquent utility accounts

Resolves customer issues (independently and as a team); willingly assists other staff members with research projects as needed

Processes, logs, and files water leak adjustment and leak check requests

Handles all billing, rates, and calculation questions

Accepts payments by phone and in person

Additional Duties:
Conducts peer mentoring, training, and handling specialized department processes and projects

Assists by serving in the call center, lobby, and billing areas as required by staffing shortages and/or customer volume

Contributes to projects and performs back office assignments as needed

Completes complex work with little supervision by utilizing critical thinking and proven problem solving skills

Serves as a mentor and on the job trainer for new and existing Customer Service employees

Observes and evaluates customer and employee interactions to ensure quality service is being provided. Delivers immediate feedback to employees at the conclusion of quality evaluations

Assists peers with questions, errors, cash balancing, and escalated customer issues

Assists the Systems and Operations Coordinator with testing for new applications and CIS modifications and upgrades

Serves as a back-up to Team Leads or Support Specialists in the event of their absence

Performs other duties as assigned

Minimum Qualifications

High school diploma or GED equivalent

Two years customer service experience


Any combination of related education, experience, certifications and licenses that will result in a candidate successfully performing the essential functions of the job

Core Competencies:
Ability to form and maintain effective relationships with coworkers and customers

Ability to maintain regular and punctual attendance

Ability to interact effectively with public by phone, written communication, or in person

Ability to prioritize and manage multiple competing assignments while maintaining a strong rating for core competencies and individual performance measures

Displays good judgment skills, a track record of empowered decision making, and accountability for results

Ability to solve complex problems through technical expertise and sound judgment

Ability to work under pressure while delivering high quality work in accordance with required assignment deadlines

Ability to form and maintain effective relationships with coworkers and customers and demonstrate strong customer relation skills

Proficient in Microsoft Word, Excel, and Access

Ability to meet Quality Assurance Requirements and other key performance metrics

Ability to perform in a high performance and metric motivated position

Ability to work in a high volume and intensity environment

Ability to type at least 40 words a minute and 10 key by touch

Conditions of Employment

Must pass a drug test,criminal history background check, and social security number verification check

Must be able to work Monday-Friday from 8:00a.m to 5:00p.m.

Must be able to work after hours to balance payments, post journals, create deposit, and complete other miscellaneous duties as needed

Bilingual in Spanish and English

Previous experience working in a high stress environment

Experience in Customer Service

Proficient written and verbal skills

Cash Handling experience in high volume environment

Physical Requirements:
Overall Strength Demands: The italicized word describes the overall strength demand of the functions performed by the incumbent during a typical workday.

Sedentary – lifting no more than 10 pounds

Light – lifting no more than 20 pounds; carry up to 10 pounds

Medium – lifting no more than 50 pounds, carry up to 25 pounds

Heavy – lifting no more than 100 pounds, carry up to 50 pounds

Very Heavy – lifting more than 100 pounds, carry more than 50 pounds

Physical Demand Codes: The following describes if the incumbent is expected to exert the following physical demands during a typical workday and the overall frequency.

Codes for “how often”:
Y = Yes

N = No

E = extensive (100-70%)

M = moderate (60-30%)

I = infrequent (20-10%)

A = almost never (<10%)

Task: Code:
Standing: I

Sitting: E

Walking: M

Lifting: I

Carrying: I

Pushing/Pulling: A

Overhead Work: A

Fine Dexterity: A

Kneeling: A

Crouching: A

Crawling: A

Bending: A

Twisting: A

Climbing: A

Balancing: N

Vision: Y

Hearing: Y

Talking: Y

Video Display: Y

Machines, Tools, Equipment and Work Aids:
The essential functions of this position require the use of computer monitor/keyboard, telephone, adding machine, copier, fax and scanner.

Environmental Factors:
The essential functions of this position may be performed in an office environment, on-site or through telecommuting with supervisor approval, depending on business necessity. Telecommuting requires employees to log into City of Denton’s secure virtual network via remote access to complete tasks and possess a dedicated work area free from interruptions.

This job description is not an employment agreement, contract agreement, or contract. Management has exclusive right to alter this job description at any time without notice.

The City of Denton maintains competitive benefit options.

About Company

Company: City of Denton, TX –

Company Location:  Denton, TX

About City of Denton, TX -