311 Customer Service Representative
- Type:Full Time
- Salary/Pay Rate:$1,128 - $1,555 biweekly
- Posted Date:04/08/2019
- Deadline to Apply:04/22/2019 6:00 PM
311 CUSTOMER SERVICE REPRESENTATIVE
Customer Services Department
Full-time Regular Position
Posted: April 8, 2019
Essential Duties: This is technical accounting and customer service related work in support of utility billing and the City-wide inbound call system for Provo City. The individual appointed to this position will be required to perform the following duties: receive calls, identify the type of service being requested by listening, ask relevant questions, evaluate information obtained, enter call information into a Customer Relations Management (CRM) system; and refer the caller to the appropriate and available City services; respond to customer questions and concerns about utility services; interact with customers in person, over the phone, by mail, or by utilizing other electronic communications; advise and assist customers in procedures for establishing utility services; review service applications and check for existing utility credit status; refer customers to financial assistance sources when appropriate; schedule service connects and disconnects and initiate work orders for completion by field technicians; resolve basic utility connect and disconnect problems; review location files for discrepancies; coordinate special tagging assignments with crews; collect payments including handling cash or processing checks and electronic payments; compare payment and remittance stub to account balance; answer customer questions about payments and computation of their utility or licensing bill; review customer accounts to approve for refunds; initiate processing of refunds and issue same; balance account information when making adjustments; collect refund data and special check totals; itemize checks cut by the division; maintain customer files; document special exceptions that have been approved; resolve customer account problems; count and balance cash in money drawers; monitor accounts for theft or abuse; secure money in vault; coordinate with staff from other departments on general questions; prepare various month-end reports for supervisor; maintain various performance statistics; receive and distribute mail; assist other staff as needed; and perform other duties as required.
Minimum Requirements: Equivalent to a high school diploma and one (1) year of verifiable full time customer service experience directly servicing a diverse population to obtain information to determine and respond to customer needs; OR an equivalent combination of job-related education and experience [substituting each one year of post-secondary education/training for six months of experience]. Some positions may require a minimum typing speed of 30wpm and/or 10-key speed. Spanish speaking skills are desirable. NOTE: Applicants appointed directly to a career series position at higher than the entry level must satisfactorily complete the associated advancement criteria during the probationary period.
License: Valid, lawful driver’s license may be required at time of appointment. Applicant will be disqualified from driving for the City on the basis of an unacceptable driving record as reflected by the State Department of Motor Vehicles.
Selection Factors: Knowledge of basic accounting and credit collection terminology, procedures, codes, and classifications; computerized accounting systems; basic customer service procedures and practices; balancing, verifying, and reconciling multiple service accounts; related laws, codes, rules, and regulations governing functions of the position; the policies and procedures established for the work system; and basic English composition, spelling, and grammar. Skill in performing duties in a manner that demonstrates respect, integrity, courtesy, and kindness towards fellow workers, customers, and the general; public; basic computer operations; and typing and 10-key. Ability to apply city accounting procedures with assistance; work with speed and accuracy; understand and execute oral and written instructions; and handle routine mathematical calculations quickly and accurately.
Salary: $1,128 - $1,555 biweekly (Range 17); Salary will normally begin at the first step of the salary range and overtime will be accrued as compensatory time. Position includes a full benefits package, including: medical, dental, life, and LTD insurance plans, retirement plans, employee assistance and wellness programs, and sick, vacation, and holiday leaves. Optional plans available include: health care and dependent care flexible spending accounts, a health savings account, vision and AD &D insurance, legal assistance, home and auto insurance, ID theft protection, supplemental medical insurance, and deferred compensation (401k, 457 & IRA plans).
Screening: Based on meeting the minimum requirements and job-related experience, skills, knowledge, and education. Selection may be based largely upon an oral interview. Criminal background checks are conducted on all City positions. Non-disclosure may result in dismissal.
Physical/Environmental Factors: Must remain seated or standing at a computer, desk, or files for extended periods of time maintaining concentrated attention to detail and use a phone system and headset while receiving calls from the general public. May work in unpredictable periods of pressure with high call volumes, staggered shifts, emergency of natural disaster events and possible exposure to high-stress situations or environments, including, contact with irate and possibly hostile customers.
Pre-employment Testing: Prior to appointment, applicant will be required to successfully pass a drug screening and background investigation. Individuals with unsatisfactory drug screening results will be ineligible for appointment or application to any Provo City position for a minimum period of six (6) months.
To Apply: Apply online at www.provocity.jobs or at the Provo City Division of Human Resources located at 351 West Center, Provo, UT before 6:00 PM on the closing date.
Closing Date: Monday, April 22, 2019.