Customer Service Representative

Salary : $59,046.00 - $70,375.50 Annually
Location : Valdez, AK
Job Type: Hourly Permanent Full-Time
Job Number: 24.04
Department: City Clerk
Opening Date: 03/01/2024
The City of Valdez is hiring a Customer Service Representative. This position works in the front office of City Hall and is the first point of contact for most public interactions with the City, either face-to-face or over the phone.
This position, under supervision by the Deputy City Clerk, performs routine Customer Service functions including directing calls, assisting in person visitors, processing payment receipts and paperwork, answering inquiries regarding routine city operations, data entry, and other administrative tasks.
This is a fully-benefited, hourly position working 37.5 hours per week. Rate of pay is $30.27 - $36.09 DOE/DOQ. The City provides a comprehensive benefits program to include:

• 12.5 paid holidays
• Approximately 24 days of annual personal leave accrual for employees with less than 2 years of service with City of Valdez
• Affordable, excellent health insurance with 90/10 coverage and low deductibles
• Member of the State of Alaska Public Employees Retirement System
• Optional 457 deferred compensation plan
• City matching 401(b) plan with enrollment in 457 plan
• Tuition reimbursement
• Relocation expense reimbursement
• Advanced training opportunities

Position is open until filled, review of applications begins March 15, 2024.
Surrounded by the beautiful Chugach mountains, Valdez offers world class fishing and skiing, hiking, ice climbing, snow machining, and a myriad of other recreational options. Mountains and coastal living meet in Valdez with easy access to the mountains of Thompson Pass and the pristine waters of Prince William Sound. Valdez is home to about 4,000 permanent residents with a year-round tourism industry and a substantial population increase in the summer months due to seasonal workers and tourism. Come live where you work and play where you live.
ESSENTIAL FUNCTIONS: (Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills, and other characteristics. This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by incumbents of this class.)
SUPERVISION RECEIVED:
Direct management is received from the Deputy City Clerk.
PRIMARY DUTIES AND RESPONSIBILITIES:

• Answers incoming City phone calls and directs callers to the correct person or department; takes and relays messages as appropriate; provides information to callers within scope of knowledge and ability.
• Greets and assists customers in City Hall front lobby; provides information within scope of knowledge and ability.
• Performs cashier duties in accordance with standard office procedures and City policy.
• Receives payments, including fees, utility, taxes, and other accounts receivable payments; counts and verifies totals; prepares and issues receipts; balances daily work and monies received.
• Assists with absentee voting and voter registrations for elections.
• Assists with tax appeal paperwork processing; receives and documents appeal submissions.
• Receives, documents, and routes energy assistance program paperwork submissions.
• Receives and routes paperwork and other documents submitted to the City Hall front desk.
• Assists Clerk's Office staff with data entry, records management, and other administrative tasks.
• Performs administrative and clerical duties; orders, receives and distributes supplies.
• Maintains appropriate confidentiality of work-related issues and City information.
• May assist with entering Clerk's Office timekeeping information into accounting system for payroll.
• Performs other related duties as assigned.
• Assists with maintaining departmental websites and electronic forms.
• Assists with typing of meeting minutes.
• Participates in City of Valdez Incident Command System trainings and takes on an emergency response role.

KNOWLEDGE, SKILLS, AND OTHER CHARACTERISTICS:
Knowledge:

• Knowledge of City organizational structure, policies, and procedures.
• Knowledge of basic cash handling principles and techniques.
• Knowledge of basic public records principles or database management.
• Knowledge of digital media and professional communications.

Abilities:

• Ability to use Microsoft Office programs and standard office equipment.
• Ability to learn various software programs for accounting, records management, and legislative processes.
• Ability to provide Customer Service and respond to public inquiries in a positive and professional manner.
• Ability to maintain confidentiality.
• Ability to communicate effectively, both orally and in writing.
• Ability to contribute to fostering a positive work environment.
• Ability to establish and maintain effective working relationships with others.
• Ability to work under pressure, organize and prioritize work, and maintain composure when dealing with stressful situations.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT:
Work is performed in an office environment.
MINIMUM QUALIFICATIONS:
A High School Diploma or GED. Two (2) years Customer Service and data entry experience. Must possess or be able to obtain certification as Notary Public and Voter Registrar within three months of employment. Must pass a criminal background check.
The City of Valdez offers an enticing benefits package that includes affordable health insurance, optional life insurance, matching retirement plans, retirement planning advisor, ample paid time off, and many other perks.
HEALTH INSURANCE

• Currently monthly employee paid premium is approximatley $113.00 per month for comprehensive family medical, RX, dental, vision, & hearing.
• Basic life insurance policy provided.
• Effective 1st day of month following 30 days of employment.

Medical

• Low deductible: $100 per person not to exceed $300 per family.
• $488 maximum out of pocket expense after deductible has been met.

Prescriptions

• Generic Co-Pay $5.
• Non-Generic Co-Pay $10.
• Up to a 90-day supply from either mail order or brick/mortar pharmacy.
• Extensive formulary.

Dental

• Deductible: $25 per person not to exceed $75 per family.
• Maximum annual benefit of $2500 per person.
  • Cleaning & exams pay at 100% with no deductible.
• Orthodontics for dependents up to age 19.
• Implants are covered not to exceed annual benefit maximums.

Vision

• No deductible.
• One exam per family member per year.
• Lenses each year covered at 90%.
• A year supply of contacts annually covered at 50%.
• Frames every other year covered at 90% not to exceed $200.
• Lasik coverage - $2000 lifetime benefit.

Hearing

• No Deductible.
• Exam is covered at 90%.
• Device is covered at 50%.

Optional life insurance

• Based on employees age/wage - not to exceed benefit amount of $60,000.
• Spouse coverage available - 1/2 the benefit of the employee at 1/2 the cost.
• Coverage for children of $10,000 at $1.19 per month.

RETIREMENT PLANS
State of Alaska Public Employee Retirement System

• 8% pre-tax contribution to PERS Tier IV Defined Contribution Plan.
  • 5% city match.
  • 5-year vesting schedule.

Optional deferred compensation plan & city matching 401(a)

• Pre-tax contribution into a 457 plan, not to exceed federal limitations (2024 is $22,500) - no waiting period to enroll.
• City will match not to exceed 6.2% for regular employees and 9.3% for executive staff into a 401(a) after 90 days of employment.

PAID TIME OFF

• New employees accrue 24 days per year for first 2 years of service.
• Hourly employees can accrue compensatory time in lieu of overtime at the rate of 1.5 hours per hour worked.

HOLIDAYS

• The City recognizes 12.5 holidays per year
  • New Year's Day
  • Martin Luther King Jr. Day
  • Presidents Day
  • Seward's Day
  • Memorial Day
  • 4th of July
  • Labor Day
  • Alaska Day
  • Veteran's Day
  • Thanksgiving
  • Friday following Thanksgiving
  • ½ Day on Christmas Eve
  • Christmas Day