Work Schedule: Fully On-Site, 8AM-5PM

Job Summary:

The primary role of this position is to manage public and internal requests for information, revenue collection, and account setup. The Call Center serves as the single point of contact for city residents regarding non-emergency and utility-related service calls, which can be reported in person, electronically, or through other communication means. The role includes processing all payments and addressing inquiries related to utility billing accounts, either in person, electronically, or via other communication methods. Customer Resource Specialists are responsible for assisting citizens with non-emergency utility service issues, property tax matters, and payments for various city services.

Responsibilities

• Provide general customer service support and accounting duties for utility service activities, including service requests, complaint handling, information dissemination, financial record maintenance, property tax collection, payment processing, deposit preparation, and cash drawer balancing.

• Answer incoming requests in a friendly manner, respond to general questions, take complaints from the public, and log information into the call center's systems; direct requests to appropriate departments for further action.

• Follow up on information requests or public complaints; provide details about city operations; refer inquiries to other sources as needed; assist users with password resets.

• Operate credit card machines, cash registers/drawers, computer and telecommunication equipment; perform related clerical tasks; refer technical issues to appropriate personnel.

• Offer proactive support to internal and external customers.

• Assist with other customer care duties such as special projects, training, and other tasks as assigned.

• Support and recommend city policies and procedures.

• Adhere to department operating procedures, administrative policies, regulations, and standards; attend meetings, seminars, and training sessions to stay informed about departmental operations and enhance job performance.

• Utilize prescribed telephone etiquette and in-person customer service procedures; maintain courtesy toward citizens and employees.

• Obtain and verify information, input service requests/work orders into the computer, review, modify, or correct information, and document all customer interactions on their accounts.

• Work various shifts and overtime as needed.

• Accurately record received amounts and issue proper receipts.

• Prepare daily deposits, balance the cash drawer, file daily transactions, key in batches, and post transactions.

• Prepare the daily cash report and deposit slips for bank delivery.

• Perform other duties as assigned.

Minimum Qualifications

• Associate’s degree preferred with a minimum of 18 months of experience or equivalent experience in customer service, cash handling, ten-key operation, and call center operation, or any combination of education, training, and experience that provides the required knowledge, skills, and abilities for this position.

Knowledge, Skills, and Abilities

• Knowledge of modern office procedures and practices

• Knowledge of general cash handling practices

• Knowledge of city ordinances, policies, and procedures

• Knowledge of computerized systems for maintaining financial records

• Skill in providing customer service to the general public

• Skill in performing basic mathematical calculations

• Skill in oral and written communication

• Ability to maintain accounting and clerical records and prepare reports

• Ability to work independently and as part of a team

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records subject to federal contractor requirements and/or security clearance requirements.