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 contact
which involved cashiering, data entry, analyzing accounts and/or complaint
resolution. Provides information and services in areas such as water/utility
accounts, court services, birth/death certificates, library information and/or
scheduling events. PC/data entry skills and effective communication skills
required. English/Spanish bilingual skills are a plus. High school diploma or
equivalent.
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.
