Customer Service Representative
City of Belgrade, MT, Belgrade, MT, United States
Customer Service Representative
The Customer Service Representative (CSR) serves as the first point of contact for the public in the Finance Office. The CSR provides front-line support for inquiries related to utility billing, business licenses, and other municipal financial services. This position requires excellent communication skills, attention to detail, and a commitment to delivering accurate and courteous service to residents, businesses, and other stakeholders. Job Description/Essential Duties: These job functions are the essential duties of the position and are not all-inclusive of all the duties the incumbent may be assigned. Assist customers at the front counter, over the phone, by e-mail, and mail with applications, permits, licenses, and billing, including handling cash and processing payments accurately. Process payments for fines, utilities, licenses, permits, and other fees using government financial software systems. Assist customers with understanding bills, due dates, penalties, and late fees. Research and resolve customer concerns, billing discrepancies, or payment issues in a timely and professional manner. Maintain accurate records of transactions and correspondence in accordance with departmental procedures and public records laws. Lead the cash management for the Finance Office. Educate the public on payment options, forms, deadlines, and services available through the Finance Office. Verify customer identity and account information in compliance with privacy and security policies. Coordinate with internal departments (e.g. Community Development, Public Works, Code Enforcement, Parks) to resolve cross-departmental issues. Assist with mailings, filing, document scanning, and general administrative tasks. Participate in training and continuous improvement efforts for customer service delivery. Receive, post, deposit and reconcile deposit payments from customers daily. Work with delinquent customers to negotiate and maintain payment contracts; ensure appropriate fees are collected before service is re-established. Quickly learn and become highly functional in several major additional software systems including, but not limited to, the general ledger, receipts and revenue, utility billing, and other customer data/accounts receivable systems. Ensure compliance with the city regulations, confidentiality requirements, and established procedures. This position provides backup for utility billing and other customer service areas of the City as needed. Performs other related duties as required or assigned. Minimum Required Qualifications (Education, Experience and Training): High school diploma or GED required; additional coursework in accounting, business, or public administration is a plus; and At least 12 years of customer service experience, preferably in a government, financial, or utility setting; or Any equivalent combination of knowledge, skills, and abilities necessary to perform the work may be considered. Preferred Qualifications: Successful experience working in local government. Customer account collections experience. Special Requirements/Licenses or Certificates: Must possess a valid driver's license and have the ability to obtain a Montana driver's license within 60 days of employment. Licensed Notary or have the ability to become a Notary within six (6) months of employment. Offers of employment are conditional upon satisfactory completion of a pre-employment background check, reference checks, and driving record check. Essential Knowledge, Skills and Abilities Related to this Position: The successful candidate will possess: Some knowledge of, and general understanding of, local government operations. Some knowledge of federal and state laws related to customer billing and cash receipts. Advanced ability and skill to operate office equipment (including fax machine, copier, scanner, computer, etc.). Ability to follow City Policies and Procedures and office procedures. Skill and accuracy in operating a 10-key by touch. Skill and ability in maintaining high productivity and self-motivation. Skill in time management and organizational skills. Decision making and problem-solving skills. Strong interpersonal skills and customer service skills. Skill in working with administrative data collection, reporting and record keeping. Analytical, mathematical, and accounting skills. Ability to deal effectively with difficult, angry customers. Maintain discretion and integrity when handling information that is sensitive to disclosure. Ability to read materials and verbal instructions require simple to moderate interpretation. Strong computer skills including Microsoft Office Suite (Excel and Word) and the ability to learn and utilize various software and databases. Strong verbal and written communication skills. Detail-oriented and able to manage multiple tasks in a fast-paced environment. Ability to interpret and apply Federal, State, and local policies, procedures, laws, and regulations as they relate to the position. Ability to exercise good judgment, flexibility, creativity, and sensitivity in response to changing situations and needs. Ability to communicate clearly and concisely, both orally and in writing. Establish, maintain, and foster positive and harmonious working relationships with those contacted in the course of work. Tools and Equipment Used: Operates modern office machines and equipment, including personal computers, printers, copiers, scanners, telephone system and calculators. Must be able to routinely use a full range of software applications, including word processing, spreadsheets, and a variety of standard or customized software applications appropriate to assigned tasks. Working Conditions and Physical Requirements: The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Duties are performed in an office-type environment. The noise level ranges from quiet to moderate. Requires regular and punctual attendance and reports to work fit for duty. Duties require extended periods of sitting, walking, standing, talking or hearing, keyboarding, reaching with hands and arms, and using hands to finger, handle or feel. Duties require occasional climbing or balancing, lifting/carrying items, pulling/pushing items, and stooping, kneeling, crouching, or crawling. Hazards are minor and controllable but can include cramped quarters, human error, angry/hostile humans, or exposure to a variety of outdoor weather conditions. Ability to perform body movements applicable to records management in an office environment. Possession of hand/eye coordination adequate to operate a computer and calculator. Have the ability to talk and hear in person and by telephone; see and read instructions, spreadsheets, reference materials, and computer reports. Reading materials and verbal instructions require complex interpretation. Ability to lift 10 pounds on a routine basis and up to 50 pounds on an infrequent basis. Behavioral Expectations: Employee treats all customers and coworkers with respect, dignity, and honesty and manages relationships and communications in a way that promotes the interests of all parties. Employee works through adversity in a productive and positive manner. Employee shows nonjudgmental respect for all other's perspectives. Employee appreciates the uniqueness, commonalities, and value of others. Employee maintains an appropriate level of transparency in their work and interactions with others. Employee stops disparaging remarks about others and does not participate in these remarks in front of the public or during work time. Employee does not hinder, obstruct, or interfere with the work of other employees. Employee does not show poor attitude (for example, rudeness or lack of cooperation) with others or supervisors by failing to perform reasonable requests, being insubordinate, or refusing to comply with instruction given. Employee does not abuse the use of materials, time, equipment, or property of the City. Employee's performance does not fall below average in quantity or quality in relation to the requirements of the job. Safety Related Duties: Follow the City's and department's work practices. Report occupational injuries, illnesses
The Customer Service Representative (CSR) serves as the first point of contact for the public in the Finance Office. The CSR provides front-line support for inquiries related to utility billing, business licenses, and other municipal financial services. This position requires excellent communication skills, attention to detail, and a commitment to delivering accurate and courteous service to residents, businesses, and other stakeholders. Job Description/Essential Duties: These job functions are the essential duties of the position and are not all-inclusive of all the duties the incumbent may be assigned. Assist customers at the front counter, over the phone, by e-mail, and mail with applications, permits, licenses, and billing, including handling cash and processing payments accurately. Process payments for fines, utilities, licenses, permits, and other fees using government financial software systems. Assist customers with understanding bills, due dates, penalties, and late fees. Research and resolve customer concerns, billing discrepancies, or payment issues in a timely and professional manner. Maintain accurate records of transactions and correspondence in accordance with departmental procedures and public records laws. Lead the cash management for the Finance Office. Educate the public on payment options, forms, deadlines, and services available through the Finance Office. Verify customer identity and account information in compliance with privacy and security policies. Coordinate with internal departments (e.g. Community Development, Public Works, Code Enforcement, Parks) to resolve cross-departmental issues. Assist with mailings, filing, document scanning, and general administrative tasks. Participate in training and continuous improvement efforts for customer service delivery. Receive, post, deposit and reconcile deposit payments from customers daily. Work with delinquent customers to negotiate and maintain payment contracts; ensure appropriate fees are collected before service is re-established. Quickly learn and become highly functional in several major additional software systems including, but not limited to, the general ledger, receipts and revenue, utility billing, and other customer data/accounts receivable systems. Ensure compliance with the city regulations, confidentiality requirements, and established procedures. This position provides backup for utility billing and other customer service areas of the City as needed. Performs other related duties as required or assigned. Minimum Required Qualifications (Education, Experience and Training): High school diploma or GED required; additional coursework in accounting, business, or public administration is a plus; and At least 12 years of customer service experience, preferably in a government, financial, or utility setting; or Any equivalent combination of knowledge, skills, and abilities necessary to perform the work may be considered. Preferred Qualifications: Successful experience working in local government. Customer account collections experience. Special Requirements/Licenses or Certificates: Must possess a valid driver's license and have the ability to obtain a Montana driver's license within 60 days of employment. Licensed Notary or have the ability to become a Notary within six (6) months of employment. Offers of employment are conditional upon satisfactory completion of a pre-employment background check, reference checks, and driving record check. Essential Knowledge, Skills and Abilities Related to this Position: The successful candidate will possess: Some knowledge of, and general understanding of, local government operations. Some knowledge of federal and state laws related to customer billing and cash receipts. Advanced ability and skill to operate office equipment (including fax machine, copier, scanner, computer, etc.). Ability to follow City Policies and Procedures and office procedures. Skill and accuracy in operating a 10-key by touch. Skill and ability in maintaining high productivity and self-motivation. Skill in time management and organizational skills. Decision making and problem-solving skills. Strong interpersonal skills and customer service skills. Skill in working with administrative data collection, reporting and record keeping. Analytical, mathematical, and accounting skills. Ability to deal effectively with difficult, angry customers. Maintain discretion and integrity when handling information that is sensitive to disclosure. Ability to read materials and verbal instructions require simple to moderate interpretation. Strong computer skills including Microsoft Office Suite (Excel and Word) and the ability to learn and utilize various software and databases. Strong verbal and written communication skills. Detail-oriented and able to manage multiple tasks in a fast-paced environment. Ability to interpret and apply Federal, State, and local policies, procedures, laws, and regulations as they relate to the position. Ability to exercise good judgment, flexibility, creativity, and sensitivity in response to changing situations and needs. Ability to communicate clearly and concisely, both orally and in writing. Establish, maintain, and foster positive and harmonious working relationships with those contacted in the course of work. Tools and Equipment Used: Operates modern office machines and equipment, including personal computers, printers, copiers, scanners, telephone system and calculators. Must be able to routinely use a full range of software applications, including word processing, spreadsheets, and a variety of standard or customized software applications appropriate to assigned tasks. Working Conditions and Physical Requirements: The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Duties are performed in an office-type environment. The noise level ranges from quiet to moderate. Requires regular and punctual attendance and reports to work fit for duty. Duties require extended periods of sitting, walking, standing, talking or hearing, keyboarding, reaching with hands and arms, and using hands to finger, handle or feel. Duties require occasional climbing or balancing, lifting/carrying items, pulling/pushing items, and stooping, kneeling, crouching, or crawling. Hazards are minor and controllable but can include cramped quarters, human error, angry/hostile humans, or exposure to a variety of outdoor weather conditions. Ability to perform body movements applicable to records management in an office environment. Possession of hand/eye coordination adequate to operate a computer and calculator. Have the ability to talk and hear in person and by telephone; see and read instructions, spreadsheets, reference materials, and computer reports. Reading materials and verbal instructions require complex interpretation. Ability to lift 10 pounds on a routine basis and up to 50 pounds on an infrequent basis. Behavioral Expectations: Employee treats all customers and coworkers with respect, dignity, and honesty and manages relationships and communications in a way that promotes the interests of all parties. Employee works through adversity in a productive and positive manner. Employee shows nonjudgmental respect for all other's perspectives. Employee appreciates the uniqueness, commonalities, and value of others. Employee maintains an appropriate level of transparency in their work and interactions with others. Employee stops disparaging remarks about others and does not participate in these remarks in front of the public or during work time. Employee does not hinder, obstruct, or interfere with the work of other employees. Employee does not show poor attitude (for example, rudeness or lack of cooperation) with others or supervisors by failing to perform reasonable requests, being insubordinate, or refusing to comply with instruction given. Employee does not abuse the use of materials, time, equipment, or property of the City. Employee's performance does not fall below average in quantity or quality in relation to the requirements of the job. Safety Related Duties: Follow the City's and department's work practices. Report occupational injuries, illnesses