Address
Form of workResponsible for assisting City of Denton customers by phone, electronically, and in person with payments, inquiries, and service requests in a friendly and professional manner. ESSENTIAL FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
DUTIES
- Handle heavy phone traffic for departments Citywide.
- Perform routine office duties, including but not limited to, providing phone, electronic and face-to-face support to customers, appropriately directing internal and external customers, processing drop box payments, posting payments and handling incoming and outgoing mail.
- Assist with interdepartmental cash and reporting/tracking functions.
- Receive, maintain, and account for monies and provide payment receipts; ensure compliance with the City of Denton and applicable department internal cash handling policies.
- Account for and balance cash drawer daily, prepare daily deposit for the bank and ensure compliance with the City of Denton and Customer Service internal cash handling policies; keep accurate records and update personal data on accounts in the billing, as needed.
- Process commercial account set ups; validate Tax IDs.
- Assist with projects and performs back-office assignments, as needed.
- Assist peers with questions, errors, and escalated customer issues.
- Process internal and external customer requests, including but not limited to, pet inquiries, adoption, volunteering, surrendering, and/or reclaiming a pet, lost, or found pet, and quarantined animals.
- Monitor department Outlook inbox; respond to inquiries per department policies and/or procedures.
- Ensure accurate entries are made in the PetPoint database management system and Petfinder website.
- Complete adoptions, surrenders, reclaims, registrations, and bite reports documentation.
- Ensure accurate service requests are entered into Police Department Computer Aided Dispatch (CAD) system, including but not limited to, barking dog, vicious or stray animals, livestock out, bite victims, and trapped wildlife or domestic animals, per policy.
- Receive, maintain, and account for adoption, reclaims and donation monies; provide payment receipts.
- Process internal and external customer requests related to utility accounts, including but not limited to, account setup or closure, billing for services, payment arrangements and rate calculations.
- Receive, maintain, and account for monies for utilities; provide payment receipts.
- Process commercial account set ups; validate Tax IDs.
- Explain available solid waste services, calculate associated costs, and complete service contracts; generate and process solid waste work orders; maintain and file contracts in an organized manner.
- Process, logs, and files water leak adjustment and leak check requests.
- Serve as a back-up to Customer Service Rep II in their absence.
- Process internal and external customer requests, including but not limited to, weigh-in and weigh-out customers on Weigh Station scales, identify and screen waste materials being delivered to the landfill, and help customers understand waste disposal and Solid Waste rules and regulations.
- Receive, maintain, and account for monies for Solid Waste Landfill customers, accepts card payments, authorize billing of charge account customers, and issue receipts; assist with active/inactive delinquent Solid Waste accounts collections.
- Enter accurate data into the Weigh Station software, including but not limited to landfill records; produce and verify of reports.
- Assist with new application(s) and computer information system modification(s) and upgrade(s) testing, as needed.
- Assist at Home Chemical Collection (HCC) Division, including but not limited to, greeting customers, screen and identify materials being delivered, educate customers on accepted materials, sort and process non-hazardous materials, restock, and clean, as needed.
- Serve as a back-up to Team Leads or Weigh Station Supervisor in their absence.
- Process internal and external customer requests, including but not limited to, relevant product information, recommend correct material, loading quantities, and complete returns and/or refunds.
- Maintain communication with loaders operators and supervisors using radios, email, phone, and instant messaging, as appropriate.
- Ensure accurate entry of sales transactions and new customer information into point-of-sale software; enter necessary data for tracking into the appropriate spreadsheet, report and/or chart.
- Complete sales tickets for charge customers
- Complete, calculate and reconcile daily sales reports prior sending for supervisor approval.
- None.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. EDUCATION, EXPERIENCE AND LICENSES/CERTIFICATIONS
- High School diploma or equivalent; and,
- One (1) year Customer Service experience; and,
- Six (6) months of cash handling experience,
OR
- Any combination of related education, experience, certifications, and licenses that will result in a candidate successfully performing the essential functions of the job.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:
- Knowledge of applicable laws and regulations, as well as City of Denton policies and procedures.
- Skill in identifying moderate problems and implement solutions.
- Skill at an intermediate level, working with Microsoft Office 365, and other software systems to complete work.
- Skill in interpersonal relationships, including using tact, patience, and courtesy.
- Skill in providing exceptional service to internal and external customers.
- Ability to establish and maintain effective interpersonal relationships.
- Ability to be flexible and adaptable to changing work environment to facilitate/accomplish needed activities.
- Ability to document all adjustments necessary and approved to complete the project.
- Ability to communicate effectively, both in oral and in written forms, speak publicly, and listen intently to other points of view.
- Ability to work independently to manage multiple work tasks while balancing competing priorities with attention to detail and in a fast-paced environment.
- Ability to establish and maintain effective interpersonal relationships.
- Ability to accurately prepare and maintain records, files, and reports.
- Ability to handle records and moderate situations of a confidential nature.
- Ability to handle difficult and stressful situations with professional composure and confidentiality.
- Ability to meet Quality Assurance Requirements and other key performance metrics for the call center operations.
- Must pass a drug test, criminal history background check, and social security number verification.
- Must be able to work Departmental published hours of operation.
- For Solid Waste - Must be able to pass physical examination.
- Perform preventive maintenance on tools and equipment; ensure equipment is in safe operating condition.
- Follow established safety procedures and techniques to perform job duties including lifting and climbing; operate tools and equipment according to established safety procedures.
- Promptly report unsafe conditions in work area and/or any conditions that are not immediately correctable to supervisor.
- Safety Sensitive (Subject to random drug testing): No
- Tools/Equipment Used: Standard office equipment, including computer and peripherals, internet access to access the City of Denton secure virtual network.
- Posture: Prolonged sitting and standing; occasional stooping, squatting, kneeling, bending, pushing/pulling, and twisting.
- Motion: Frequent repetitive hand motions, including keyboarding and use of mouse; occasional reaching.
- Lifting: Lifting no more than 10 pounds.
- For Solid Waste - Lifting no more than 50 pounds and carrying up to 25 pounds.
- Environment: Works in an office and/or home-office setting with dedicated work area free from interruptions; occasionally requires irregular and/or prolonged hours.
- For Animal Services - Works in an office setting, and with and around animals (including diseased, injured and/or potentially aggressive animals); occasional exposure to increment weather, loud noises, chlorine, or other chemicals; occasionally requires irregular and/or prolonged hours.
- For Solid Waste - Works in an office setting, and outside with exposure to inclement weather, loud noises, chlorine, or other chemicals; occasionally requires irregular and/or prolonged hours.
- Travel: Travels to City of Denton buildings and professional meetings as required.
- Attendance: Regular and punctual attendance at the worksite is required for this position. Must be able to work after normal business hours to complete daily tasks.
- For Animal Services - Must be able to work weekends and overtime as needed.
- For Customer Service - May work from home for as much as 90% of scheduled hours with supervisor approval, based on business necessity.
- For Solid Waste - Must be able to work flexible shifts, weekends, holidays, inclement weather days as needed.
- For Wastewater - Must be able to work weekends and flexible shifts as needed.
- Mental Demands: Maintains emotional control under stress; works with frequent interruptions.
- Inclusive
- Collaborative
- Service-Oriented
- Strategically Focused
- Fiscally Responsible
- Paid Vacation Days and Paid Holidays
City of Denton is an equal opportunity employer. It is City of Denton's policy to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants without regard to any protected class, status, characteristic, or activity. All employment decisions, including decisions regarding recruitment, selection, hiring, compensation, benefits, training, advancement, discipline, discharge, and other terms, conditions, and privileges of employment are made without regard to any lawfully protected class, status, characteristic, or activity.
ADA/EOE/ADEA
This job description is not an employment agreement, contract agreement, or contract. Management has exclusive right to alter this job description at any time without notice.Employment Type: Part-Time 1/2
