Job Information
City of Martinsburg CUSTOMER SERVICE REPRESENTATIVE (CSR) in MARTINSBURG, West Virginia
- TASK & DUTIES LIST AND MEASURES OF PERFORMANCE FOR: CUSTOMER SERVICE REPRESENTATIVE
• PAY STATUS: NON-EXEMPT
REQUIREMENTS:
Education: Minimum High School Diploma or Equivalent with specialized course work in general office practices, communications, accounting and/or cashiering. A comparable amount of training, education or experience may be substituted for the minimum qualifications.
Licensing, Registration or Certification: Background check must be satisfactory.
Pre-employment screenings must be passed.
Must possess and maintain a valid driver's license.
Must be bondable.
Experience Some advanced education or training preferred.
Customer service experience with strong, positive skills.
Skills, Knowledge and Abilities: This position requires knowledge of application software utilizing on-line real time concepts.
Knowledge and understanding of computers and data processing is required (Microsoft Windows, Word, and Excel).
Strong customer service orientation is essential. Customer service experience with strong, positive skills.
Individual must be a self-starter and have self-initiating skills.
Ability to perform accurate, detailed, timely work as committing major errors would result in heavy loss, cost or damage.
Must have knowledge of City government operations.
Comprehensive knowledge of applicable provisions of the State of West Virginia.
Skill in operating a multi-line switchboard phone system, fax/copy machines, postage machines and calculator.
Ability to establish and maintain effective working relationships with co-workers, other departments, officials, vendors and the public.
Ability to work under pressure and with frequent interruptions.
Ability to work effectively and consistently with the public. Ability to work with difficult customers calmly and effectively. Ability to work within deadlines.
Ability to utilize math skills accurately and quickly.
Ability to communicate effectively, both verbally and in writing.
Physical: Body Positions: Standing, walking, sitting,
Body Movements: Use hands to finger, handle, feel or operate objects, tools, or controls.
Reach with hands and arms.
Occasionally lift and/or move up to 25 pounds.
Driving.
Body Senses Sight, hearing, speech and smell. Must be able to speak and hear. Specific vision abilities include close vision and the ability to adjust focus.
Mental: Language Ability to read, speak and write English. Ability to effectively communicate and project positive attitude. Must be able to communicate effectively verbally and in writing.
Supervision Exercised: None
Reasonable Accommodations Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORKING CONDITIONS: Most work is generally in an office environment. Noise level is usually minimal and environment is comfortable. May be required to occasionally deliver or retrieve items from off site locations. Few hazards exist with this position.
TASKS and DUTIES OF JOB: General Definition: Performs a variety of technical, accounting, financial and administrative functions for the City with speed and accuracy while ensuring customers a prompt response to their inquiries or payment requests. Install, repair, remove and service propane and propane associated equipment. This will include but not be limited to sizing gas lines, running gas lines, setting tanks and supervising propane helper/trainee.
1 Maintains the confidentiality of work as required by local, state, and/or federal law.
2 Performs routine clerical and cashier duties.
3 Receives cash, checks (in the form of payments) from employees, City residents, vendors and others in person, by mail, online or over the phone as authorized. Makes proper change accurately and promptly, validates payments and issues receipts.
4 Processes payment information on the City's computer system, personal computer, and/or cash register.
5 Processes B & O Tax payments and posts the charges to customer accounts when B & O Tax payments are received.
6 Posts miscellaneous charges, as necessary, to customer accounts (i.e. water and sewer reconnect fees, extra garbage pickup fees, etc.).
7 Prepares daily reports and compares total daily receipts of cash, checks, money orders etc, to the cash register total; reconciles cash drawer; prepares deposit slips & finalizes for daily bank deposit.
8 Receives, verifies & finalizes the City's Municipal Court Cashier's receipts.
9 Files all daily receipt documents with the appropriate departments.
10 Types and edits a variety of correspondence, reports, memorandums and other documents requiring judgment as to content, accuracy and completeness.
11 Inputs data to standard department forms and compiles data for management use.
12 Picks up mail at post office, sorts, and opens or distributes mail to the appropriate departments on a daily basis.
13 Schedule extra garbage pickups for the Sanitation Department.
14 Answers incoming calls and verbal requests for information regarding billings or services; handles questions and matters of a less technical nature; responds to citizen complaints or directs calls to the appropriate City staff for response.
15 Directs telephone calls from the switchboard to the proper department.
16 Serves as temporary backup to other department positions as necessary.
17 Serves as backup to Water/Sewer Collector, Fire and Garbage Collector and Stormwater Utility Collector.
18 Review daily cash receipt report for accuracy and make necessary corrections.
19 Research and correct discrepancies in customer's accounts.
23 Prepares payment stubs for customers as needed and answers questions such as bill date, payment due dates and payment agreement eligibility.
24 Initiates utility billing contracts as authorized.
25 Accept and determine eligibility of Leak Adjustment Requests.
26 Any and all other duties assigned by the Utility Billing Supervisor or Finance Director.
MEASURES OF PERFORMANCE:
1 Has a thorough understanding of job duties.
2 Shows an interest in job and City.
3 Communicates effectively with co-workers and supervisors. Maintains positive relationships with co-workers and all contacts.
4 Accepts and adapts to change, Learns new things quickly.
5 Cares about quality-rarely makes errors, Requires little direct supervision.
6 Has ability to multi task in changing situations, without undue stress or frustration.
8 Practices quality customer service/phone manner.
9 Accurate in duties as assigned.
10 Prepares required reports accurately and timely.
11 Uses experience and knowledge to assist the utility billing staff.
12 Strives to develop and maintain skills necessary to progress in the Customer Service Representative position. Seeks opportunities to grow and develop in position.