Overview
The Temporary Customer Service Representative provides customer service assistance to all utility billing and sales tax customers in a high volume phone and walk-in environment. Ensures business are in compliance with business license and sales tax requirements. Essential Functions
Provides customer information, responds and resolves difficult and sensitive inquiries and concerns from citizens and other agencies regarding charges, delinquencies, refunds and services for water, sewer and sanitation services both on the phones and all walk-in customers; responds verbally or in writing to complaints relating to billing policies and procedures. Handles new customer accounts by accepting applications for utility services and sales tax and/or business licenses; reviews applications for accuracy and completeness; processes new accounts and updates the system. Analyzes and educates customers in the areas of sales tax, water consumption, sewer calculations and troubleshoots high usage complaints. Analyzes customer account information for payment options, payment arrangements on delinquent utility accounts. Accepts and processes utility payments over the phone and utility, sales tax and miscellaneous receipts in person. Open and closes utility accounts and prepares appropriate work orders for the Field Customer Service department. Researches municipal billing or sales tax databases to obtain account information for billing discrepancies, proper payment posting or determining action to be taken on delinquent accounts and submits required miscellaneous, financial adjustments. Reviews and inputs business license applications and statement of accounts which include a high volume of data entry. Provides taxpayer information to audit staff for possible audit leads. Receives deposits, counts and verifies totals, enters into iNovah cash receipts system, prepares treasurers receipts and prepares deposits for various city accounts; posts cash receipts from internal and external sources into iNovah cash receipts system. Balances cash drawer; prepares and reconciles daily deposits, cash and fund-department-account entry; prepares deposit for armored car transport; may also include processing waste disposal transactions, processing and scanning utility billing and sales tax remittances and batch balancing. May assist with training of new employees, and cross trains in equivalent areas of the department. Regular and predictable on-site attendance required. Performs other related duties as assigned. Minimum Qualifications / Special Requirements / Success Factors
Two years of customer service experience involving financial transactions including face-to-face customer contact and working in a high volume call center. Knowledge Of
City licensing ordinances, City and State tax codes General business operation, accounting and municipal billing systems Customer service principles Relational data base systems Use of personal computers and various software applications Modern office practices, procedures and equipment Ability To
Interpret and apply codes statutes and policies and procedures Effectively communicate verbally and in writing Influence, negotiate and defuse difficult situations Use tact and discretion when dealing with the public Establish and maintain effective working relationships with businesses, City staff and the public Exercise judgment in prioritizing and processing payment transactions Prepare and maintain complete and accurate financial records and files Make mathematics calculations with speed and accuracy Follow oral and written instructions and standing procedures Any equivalent combination of training and experience that provides the required knowledge, skills and abilities is qualifying. Working Conditions
Office setting. Work may involve extensive standing. Exposure to hostile, irate, and sometimes threatening individuals over compliance issues in a fast paced environment. Benefit information is outlined here: https://www.glendaleaz.gov/Your-Government/Connect/Departments/Human-Resources-Risk-Management/Benefits
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The Temporary Customer Service Representative provides customer service assistance to all utility billing and sales tax customers in a high volume phone and walk-in environment. Ensures business are in compliance with business license and sales tax requirements. Essential Functions
Provides customer information, responds and resolves difficult and sensitive inquiries and concerns from citizens and other agencies regarding charges, delinquencies, refunds and services for water, sewer and sanitation services both on the phones and all walk-in customers; responds verbally or in writing to complaints relating to billing policies and procedures. Handles new customer accounts by accepting applications for utility services and sales tax and/or business licenses; reviews applications for accuracy and completeness; processes new accounts and updates the system. Analyzes and educates customers in the areas of sales tax, water consumption, sewer calculations and troubleshoots high usage complaints. Analyzes customer account information for payment options, payment arrangements on delinquent utility accounts. Accepts and processes utility payments over the phone and utility, sales tax and miscellaneous receipts in person. Open and closes utility accounts and prepares appropriate work orders for the Field Customer Service department. Researches municipal billing or sales tax databases to obtain account information for billing discrepancies, proper payment posting or determining action to be taken on delinquent accounts and submits required miscellaneous, financial adjustments. Reviews and inputs business license applications and statement of accounts which include a high volume of data entry. Provides taxpayer information to audit staff for possible audit leads. Receives deposits, counts and verifies totals, enters into iNovah cash receipts system, prepares treasurers receipts and prepares deposits for various city accounts; posts cash receipts from internal and external sources into iNovah cash receipts system. Balances cash drawer; prepares and reconciles daily deposits, cash and fund-department-account entry; prepares deposit for armored car transport; may also include processing waste disposal transactions, processing and scanning utility billing and sales tax remittances and batch balancing. May assist with training of new employees, and cross trains in equivalent areas of the department. Regular and predictable on-site attendance required. Performs other related duties as assigned. Minimum Qualifications / Special Requirements / Success Factors
Two years of customer service experience involving financial transactions including face-to-face customer contact and working in a high volume call center. Knowledge Of
City licensing ordinances, City and State tax codes General business operation, accounting and municipal billing systems Customer service principles Relational data base systems Use of personal computers and various software applications Modern office practices, procedures and equipment Ability To
Interpret and apply codes statutes and policies and procedures Effectively communicate verbally and in writing Influence, negotiate and defuse difficult situations Use tact and discretion when dealing with the public Establish and maintain effective working relationships with businesses, City staff and the public Exercise judgment in prioritizing and processing payment transactions Prepare and maintain complete and accurate financial records and files Make mathematics calculations with speed and accuracy Follow oral and written instructions and standing procedures Any equivalent combination of training and experience that provides the required knowledge, skills and abilities is qualifying. Working Conditions
Office setting. Work may involve extensive standing. Exposure to hostile, irate, and sometimes threatening individuals over compliance issues in a fast paced environment. Benefit information is outlined here: https://www.glendaleaz.gov/Your-Government/Connect/Departments/Human-Resources-Risk-Management/Benefits
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