Customer Service Representative

Class Title: Customer Service Representative EEOC: Office and Clerical FLSA: Non-Exempt This position performs a variety of clerical, secretarial, and administrative duties, including answering phones, assisting the public, providing customer service, processing payments, performing data entry, managing utility billing and permitting processes, and other related tasks. Organizational Relationships Reports to:Billing/Customer Service Representative Supervisor Direct Reports:None (non-supervisory role) Other Relationships:Frequent contact with customers, plumbers, builders, and representatives from other city governments. Requirements • Ability to type at least30 words per minutefor data entry • Professional telephone etiquette and customer service skills • General secretarial/receptionist experience • Experience indatabase creation and management • Familiarity withbookkeeping principles • Strong interpersonal skills and the ability to interact effectively with the public Examples of Work • Assist all individuals contacting or visiting the District office • Answer incoming phone calls, provide information, or route calls appropriately • Accept and process payments and deposits accurately • Prepare required documents related to billing, permitting, and other administrative functions • Process and maintain all permit documentation, including: • Tracking permits for completion of required plumbing inspections • Managing inspection deposits and issuing refunds as needed Peripheral Duties • Serve as backup support for other administrative positions within the department Required Qualifications • High school diploma or GED required; associate's or bachelor’s degree preferred. • 1–2 years of customer service experience (call center, retail, or similar environment). • Excellent verbal and written communication skills. • Strong problem-solving and conflict-resolution abilities. • Proficiency in Microsoft Office and customer service software (e.g., ERP Pro 10). • Ability to multitask, prioritize, and manage time effectively. • Positive attitude, team player, and commitment to customer satisfaction. Tools and Equipment Used Phone switchboard, personal computer, billing and permitting system software, word processing, copy machine, postage machine, fax machine, 10-key calculator. Physical Demands The physical demands described below are representative of those that must be met to successfully perform the essential functions of this role. Reasonable accommodations may be made for individuals with disabilities. • Frequently required tosit,talk, orhear • Occasionally required towalk,use handsto handle or operate tools and equipment, andreachwith arms • May occasionally need tolift or move objects up to 15 pounds • Visual requirements includeclose visionand the ability toadjust focus Work Environment The work environment characteristics described here are representative of what is typically encountered while performing this job’s essential functions. Reasonable accommodations may be made for individuals with disabilities. • Noise levelis generally low to moderate • Work is performed in a standard office setting