Customer Service Representative I

POSITION TITLE : CUSTOMER SERVICE REPRESENTATIVE I

DEPARTMENT : ADMINISTRATION - FINANCE

STATUS : NON-EXEMPT/UNION

REPORTS TO : FINANCE DIRECTOR, CUSTOMER SERVICE MANAGER, OR ANOTHER APPOINTED SUPERVISOR

I. POSITION SUMMARY

This position requires the ability to learn quickly and to multi-task in a fast-paced, highly detail-oriented, environment. This position also requires the ability to follow directions, to follow policy and procedures; to operate, maintain, and reconcile a cash drawer with accuracy; ability to work with the public and with Town staff; ability to prepare correspondence; ability to create and maintain spreadsheets; ability to operate calculator, other office equipment, and computer software. A willingness to work overtime when required, which includes informal monthly staff meetings.

Diverse spectrum of exposure and communication levels with, but not limited to, residential, (homeowners/landlords and tenants), businesses, (commercial and industrial), attorneys, mortgage companies, banks, property managers, realtors, vendors, Mayor and Council, and other governmental agencies.

II. ESSENTIAL DUTIES AND RESPONSIBILITIES : These essential functions are fundamental, core functions common to this position and are not intended to be an exhaustive list of all job duties.

• Greets incoming customers and receives and responds to customer inquiries via phone, email etc., (customer emails should be responded to within 48 hours of receipt).
• Process all incoming payments.
• Reconciles cash drawer daily and prepares respective bank deposit.
• Creates correspondence and emails as applicable in conducting Town of Smyrna business.
• Enlists the efforts of team members or management when necessary to accelerate the collection process.
• Signs up customers for utility services.
• Maintains spreadsheet of utility customers seeking payment arrangements/financial assistance.
• Retrieve mail.
• Begin training, including cross-training, with other departmental duties.
• Demonstrates solid judgement and diplomacy when dealing with customer requests and when interacting with team members and management.
• Maintains the highest level of confidentiality of all financial and systems-related information.
• Follows Town of Smyrna and departmental policies and guidelines.
• Perform other duties as assigned in providing daily support for the Town of Smyrna.

III. REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Requires proficiency in Microsoft Office solutions including Excel and Word.
• Dependable and detail oriented.
• Requires excellent written and oral communication skills.
• Requires excellent Customer Service skills.
• Requires proficiency with grammar, (English), and in business math with preference given to an accounting background.
• Requires records management skills.
• Ability to lift up to 50 lbs.
• Spanish-speaking skills may also be given preference.

IV. REQUIRED EDUCATION AND EXPERIENCE

• Graduation from high school with emphasis on business courses is required.
• College level course work in business administration and/or accounting is preferred.
• Bachelor's degree in related field preferred.
• 1-3 years of experience in the following environments preferred: municipality, office, cashiering, banking, retail, Customer Service backgrounds.
• Preference may also be given to experienced users of the Town's software application, (currently SunGard/Central Square Public Sector/Tyler-Munis).

VI. ADA REQUIREMENTS :

• Work requires sitting, standing, and working in an administrative office setting for extended periods of time.
• Work requires the ability to answer the phone, verbally communicate, draft written correspondences, (physical and digital), to perform daily tasks.

VII. ADDITIONAL REQUIREMENTS :

• Must pass criminal and credit background investigation
• Possession and retention of a valid motor vehicle operator's license issued by the State of Delaware.