Customer Resources Specialist

Overview
The purpose of Customer Resource Specialist (CRS) is to collect and process public and in‑house requests for information, revenues, payments, and account set‑up. In addition, the CRS accepts calls in the Call Center, which serves as a single point of contact for non‑emergency and utility‑based service calls.

Employees perform general customer service support and accounting duties related to all utility service activities including requests for service, handling customer complaints, providing information, maintaining financial records, collecting property taxes, processing and posting payments, preparing deposits, balancing cash drawers, and performing accurate calculations. Work is performed under general supervision of the Lead Customer Service Representative.

Responsibilities

Answer incoming requests in a friendly manner, respond to broad questions, and take complaints from the general public; input and/or log information received into the call center’s communication and computer equipment; direct requests to the appropriate department for further action.

Perform follow‑up on a variety of requests for information or public complaints as directed; provide general information about City operations; refer inquiries to other sources as required; assist users with password resets.

Operate credit‑card machine, registers/cash drawers, computer and telecommunication equipment; perform related routine clerical work; refer technical operation problems to appropriate personnel.

Provide proactive support for internal and external customers.

Assist with other Customer Care duties, such as special projects, training responsibilities or other similar tasks as assigned.

Recommend and support the City’s policies and procedures.

Refer to department operating procedures, administrative policies and procedures, regulations and standards, reference manuals and sources in performing assigned job duties; attend meetings, seminars and training sessions to remain knowledgeable of departmental operations and promote improved job performance.

Use prescribed telephone etiquette as well as in‑person customer service procedures; must be courteous to citizens and employees.

Support the core values of the Customer Care Department to include honesty and integrity; respect and compassion for all persons; first and foremost priority of serving customers, responsiveness and accountability; pursue excellence in all endeavors undertaken; exhibit courtesy, decency, and respect to all persons; display a caring, helpful, and friendly attitude; take pride in doing a good job; maintain a positive and cooperative attitude; be sensitive to creating and maintaining positive public perceptions; be eager and willing to serve; continually seek to improve performance; look for better ways to serve the public; welcome accountability and foster a positive team spirit.

Obtain and verify information and input data into a computerized system for service requests/work orders; review, modify, or correct call information; document all contact with customers on customer accounts.

May be required to work on various shifts and overtime.

Accurately record amounts received and issue proper receipts.

Prepare daily deposits, balance drawer, file daily transactions, key in batches and post transactions.

Prepare the daily cash report; make and/or prepare deposit slips in preparation for delivery to the bank.

Perform other duties as assigned.

Qualifications
Associate’s degree preferred with a minimum of 18 months experience or equivalent experience in customer service, cash handling, ten‑key, call‑center operation or any equivalent combination of education, training and experience which provides the required knowledge, skills, and abilities for this position.

Knowledge of modern office procedures and practices

Knowledge of general cash‑handling practices

Knowledge of City ordinances, policies and procedures

Knowledge of computerized systems for maintaining financial records

Skill in providing customer service to the public

Skill in performing basic mathematical calculations

Skill in oral and written communication

Ability to maintain accounting and clerical records and prepare reports

Ability to work independently and as a team

Supervisory Controls
This position works under the supervision of the Customer Service Lead and/or Supervisor.

Guidelines
Guidelines include City ordinances and City and departmental policies and procedures.

Complexity
The work consists of a variety of administrative and clerical duties.

Scope and Effect
The purpose of this position is to collect and process public and in‑house requests for information or action that is received through Customer Care. Successful performance helps ensure the efficient and effective operation of City services.

Personal Contacts
Contacts are typically with co‑workers, other City employees, and the general public.

Purpose of Contacts
Contacts are typically to give or exchange information and provide services.

Physical Demands
The work is typically performed with the employee sitting or standing at a workstation. Tasks involve the ability to exert light physical effort in sedentary to light work, but may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (under 25 pounds). Tasks may involve extended periods of time at a keyboard or workstation.

Work Environment
The work is typically performed in an office.

Supervisory and Management Responsibility
None.

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