Customer Service Representative (FreshStart Employment Program)

Customer Service Representative
(FreshStart Employment Program)
• **Offers 2nd Chance employment opportunities for individuals that's been impacted by the criminal justice system. Only applicants who meet that criteria, will be considered for FreshStart positions***

Provides information to the public, customers, or visitors in person, by telephone,
and/or by mail; responds to questions regarding water and sewer accounts, tax bills,
library materials/operations, birth and death certificates, various events, activities,
exhibits; assists callers with scheduling tours or visits. A high school diploma or GED is required.

Work Hours: M-F 8:15 AM to 5:15 PM
• Receives, discusses, researches, and responds to telephone and walk-in inquiries
from customers regarding water and sewer accounts, tax information, birth and
death certificates, zoo or library operations.
• Provides customer service by issuing library cards or updating customer accounts
and records like an application for water service/termination, meter
inspection/replacement, tax records, property ownership, birth and death
information, library information.
• Contacts various utilities or departments to verify customer accounts and ensure
information is accurate.
• Schedules instructors to visit area school and conduct education classes about
the zoo; promotes the children's zoo by being a liaison between the zoo and schools;
makes reservations for schools, publish group visits and special events scheduled
for the zoo and aquarium. May collect payments from group visitors.
• Provide information to the public or customers calling in on the telephones and
refers non-city related calls to proper outside agencies.
Logs, routes, tracks, codes, and enters requests received from citizens for
processing; researches a variety of complaints and or requests to respond to citizen inquiries.
• Receives and routes incoming calls and provides quality directory assistance to
citizens and city employees; operates computer to access telephone directory to
provide required information; relieves the Information Desk to provide directions to
customers; maintains a log of incoming calls for record according to procedures; files various document to maintain records.
• Performs other related duties as assigned.

Working Conditions & Hazards:
• Work performed under normal office conditions.
EDUCATION:• High school diploma or GED.EXPERIENCE:Two (2) years customer service experience requiring heavy phone/public contactwhich involved cashiering, data entry, analyzing accounts and/or complaintresolution. Provides information and services in areas such as water/utilityaccounts, court services, birth/death certificates, library information and/orscheduling events. PC/data entry skills and effective communication skillsrequired. English/Spanish bilingual skills are a plus. High school diploma orequivalent.

LICENSE(S) and/or CERTIFICATION(S):• Some positions require valid driver's license with a good driving record.PREFERENCES:English/Spanish bilingual skills are a plus.Knowledge of the principles and practices involved in customer service.
• Ability to deal tactfully and diplomatically with members of the public who may be
irate or impatient.
• Knowledge of policies and procedures related to billing, payment, and adjustment
of accounts, tax records, library procedures, and birth and death certificates.
• Knowledge of the computer system used in assigned area.
• Ability to make decisions.

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