POSITION VACANCY NOTICE CITY OF KETCHIKAN Date: December 1, 2017

Transcription

1 POSITION VACANCY NOTICE CITY OF KETCHIKAN Date: December 1, 2017 TITLE: CUSTOMER SERVICE REPRESENTATIVE I or II DOQ DEPARTMENT: Finance DIVISION: Treasury & Customer Service STATUS: Regular Full-Time HOURS/DAYS: Monday - Friday 8:00 AM 5:00 PM GRADE / STEP: 338 / A or DUTIES: See attached job description 342 / A DOQ HOURLY: CSR I- $16.23/Hr CSR II-$17.90/Hr. UNION STATUS: YES Special Requirements: CSR I - One year customer service and routine bookkeeping experience. CSR II - Two years of responsible experience performing duties comparable to a Customer Service Representative I in the City of Ketchikan or comparable experience performing customer service and routine bookkeeping duties involving considerable public contact. ADVERTISING REQUIREMENTS POSITION CLOSES: December 12, 5:00 PM APPLICATIONS MUST BE RECEIVED BY CLOSING DATE WHERE: Local Only Statewide Pacific NW National PUBLICATIONS: Ketchikan Daily News; Local Job Service; City Website APPLICANT PROCESSING INSTRUCTIONS FOR APPLICATION AND COMPLETE JOB DESCRIPTION CONTACT: HUMAN RESOURCES (907) OR ON-LINE AT: CITY OF KETCHIKAN IS AN EQUAL OPPORTUNITY EMPLOYER

2 CITY OF KETCHIKAN CUSTOMER SERVICE REPRESENTATIVE I Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job. SUMMARY DESCRIPTION Under supervision, performs a variety of routine customer service, office, clerical accounting, receptionist, and cashiering duties in support of area to which assigned; performs a wide variety of data entry, billing, and public contact work in support of the assigned customer service function; and maintains a variety of files and records. The Customer Service Representative series is responsible for performing a variety of office, clerical, billing, and cashiering tasks for the Customer Service Section to which assigned and providing centralized reception and public information for assigned department. The employee must perform these duties in a manner that reflects positively on the City and the Department. DISTINGUISHING CHARACTERISTICS This is the first level in the Customer Service Representative series providing general customer service support. Positions at this level are not expected to function with the same amount of program knowledge or skill level as positions allocated to the Customer Service Representative II level and exercise less independent discretion and judgment in matters related to work procedures and methods. Work is usually supervised while in progress and fits an established structure or pattern. Exceptions or changes in procedures are explained in detail as they arise. Positions may be flexibly staffed at either level depending on qualifications. Promotion from Customer Service Representative I to II is possible, but not automatic, after one (1) year of satisfactory experience. Positions, including temporary or part-time, may be filled indefinitely at the Customer Service Representative I level where the employee is expected to perform only the more routine, repetitive, and less difficult tasks, such as, for example, cashiering, switchboard/reception, and mail processing. REPRESENTATIVE DUTIES The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices. Performs a variety of routine cashiering tasks including, but not limited to receiving cash, check, or credit card payments in person or by mail for a variety of fees, charges, fines, permits, parking tickets, utility bills, and miscellaneous revenue payments; posts and issues receipts; records payment transactions in computer system; balances cash and maintains cash balances; prepares and makes bank deposits. Operates the City's telephone switchboard on a daily basis; receives calls and routes them to the appropriate party. Performs customer service and assistance to the public at the counter involving reception and public information tasks; answers customer questions and inquiries or refers inquiries to the appropriate party; explains steps, appropriate forms, procedures, and requirements for various transactions, services, or activities; researches, resolves, and responds to customer problems and complaints; explains departmental policies and procedures to the public. Performs a variety of clerical and office support tasks such as document sorting, processing, filing, retrieval, and copying; receives, sorts, and posts outgoing mail.

3 Operates a computer terminal to enter payments and new account information, changes to existing accounts, and related information. Inputs data for fees, fines, permits, parking tickets, utility bills, and miscellaneous revenue payments to be billed at the end of the month; enters control totals in billing book for billing cycle. Processes financial and statistical information and maintains accounting records and controls for a variety of utility and other municipal service charges, parking tickets and receivables ensures accuracy of all transactions. Prepares taxes for assigned departments as necessary; balances reports and submits information to department head. Participates in the preparation and maintenance of a variety of files, logs, records, and reports. Performs related duties as required. QUALIFICATIONS The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties. Knowledge of: Basic customer service techniques, practices, and principles. Basic cashiering techniques. Basic bookkeeping and clerical accounting principles, practices, and terminology. Basic methods, procedures, practices, and terminology used in billing and financial record keeping work. Office procedures, methods, and equipment including computers and applicable software applications such as word processing, spreadsheets, and databases. Basic principles of business letter writing and report preparation. Methods and techniques used in customer service and public relations. Receptionist and telephone techniques. Basic mathematical principles. English usage, spelling, grammar, and punctuation. Ability to: Perform responsible bookkeeping, clerical accounting, and customer service duties. Learn to understand the organization and operation of the City and of outside agencies as necessary to assume assigned responsibilities. Learn to understand, interpret and apply general and specific administrative and departmental policies and procedures. Exercise tact and judgment in responding to inquiries and resolving complaints and problems. Make mathematical computations rapidly and accurately. Find and reconcile discrepancies in balancing accounts. Implement and maintain standard filing systems. Maintain records and reports. Operate and use modern office equipment including a computer and various software packages. Operate 10-key calculator by touch. Type and enter data at a speed necessary for successful job performance. Work under steady pressure with frequent interruptions and a high degree of public contact by phone or in person. Classify, compute and tabulate data. Perform mathematical calculations including percentages, fractions, and decimals. Interpret descriptive statistical reports.

4 Exercise judgment and situational reasoning ability Use functional reasoning and apply rational judgment in performing diversified work activities. Operate a variety of office equipment such as computer terminal, typewriter, telephone, fax machine, calculator/adding machine and photocopier. Communicate clearly and concisely, both orally and in writing. Establish and maintain effective working relationships with those contacted in the course of work. Education and Experience Guidelines - Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be: Education/Training: Equivalent to the completion of the twelfth grade. Experience: One year customer service and routine bookkeeping experience. License or Certificate: Possession of, or ability to obtain, an appropriate, valid driver s license. PHYSICAL DEMANDS AND WORKING ENVIRONMENT The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Environment: Work is performed primarily in a standard office setting; extensive public contact. Frequent contact with city customers, the general public, other governmental agencies, other employees in City and KPU departments. Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information. Vision: See in the normal visual range with or without correction. Hearing: Hear in the normal audio range with or without correction. Grade: 3-38 Job Position Code: Union: Yes/GGU FLSA: Non-Exempt Date Approved: August 16, 1996 Date Amended: August 19, 1996 Date Amended: June, 2007 (Johnson & Associates) Human Resources Manager Approval City Manager Approval

5 CITY OF KETCHIKAN CUSTOMER SERVICE REPRESENTATIVE II Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job. SUMMARY DESCRIPTION Under general supervision, performs the more complex billing, customer service, office, accounting, receptionist, and cashiering duties in support of area to which assigned; prepares bills and maintains receivable controls for municipal services; prepares and enforces credit arrangements and collections for the City; evaluates accounts for write-off or credit bureau action; performs a wide variety of data entry, billing, and public contact work in support of the assigned customer service function; and maintains a variety of files and records. The Customer Service Representative series is responsible for performing a variety of office, clerical, billing, and cashiering tasks for the Customer Service Section to which assigned and providing centralized reception and public information for assigned department. The employee must perform these duties in a manner that reflects positively on the City and the Department. DISTINGUISHING CHARACTERISTICS This is the fully qualified working level class in the Customer Service Representative series. Positions at this level are distinguished from the Customer Service Representative I level by greater independence of action, responsibility for performing the more difficult and complex tasks of the unit, applying well developed billing, procedures, collections, and customer service knowledge, and exercising judgment and initiative. Positions at this level receive only occasional instruction or assistance as new or unusual situations arise, and are fully aware of the operating procedures and policies of the work unit. Work is normally reviewed only on completion and for overall results. REPRESENTATIVE DUTIES The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices. Performs all billing operations related to charges for a variety of municipal services; compiles information from various sources; prints itemized billings and insurance forms and sends to appropriate parties. Balances monthly receivable controls with out-going billing statements; researches any discrepancies before notices or statements are sent out. Prepares all credit arrangements for customers with delinquent accounts; evaluates accounts for write-off or credit bureau action; follows up with correspondence to the customer; sets up payment plans; notes in the memo field any and all actions taken. Prepares check refunds for accounts with credit balances; analyzes reports and accounts in order to see which accounts should be refunded; contacts customer to see if they want to transfer refund to another account or receive a check. Contacts insurance carriers to resolve payment issues, requests for documentation, and clarification of their explanation of benefits; follows up on outstanding claims; assists customers in appealing insurance company denials on claims. Maintains security/privacy of appropriate accounts and reports; enforces HIPAA regulations regarding the release of information documentation and the record keeping involved.

6 Represents the City when court action has resulted due to City accounts being sent to the credit bureau. Performs a variety of routine cashiering tasks including, but not limited to receiving cash, check, or credit card payments in person or by mail for a variety of fees, charges, fines, permits, parking tickets, utility bills, and miscellaneous revenue payments; posts and issues receipts; records payment transactions in computer system; balances cash and maintains cash balances; prepares and makes bank deposits. Operates the City's telephone switchboard on a daily basis; receives calls and routes them to the appropriate party. Performs customer services and assistance to the public at the counter involving reception and public information tasks; answers customer questions and inquiries or refers inquiries to the appropriate party; explains steps, appropriate forms, procedures, and requirements for various transactions, services, or activities; researches, resolves, and responds to customer problems and complaints; explains departmental policies and procedures to the public. Performs a variety of clerical and office support tasks such as document sorting, processing, filing, retrieval, and copying; receives, sorts, and posts outgoing mail. Operates a computer terminal to enter payments and new account information, changes to existing accounts, and related information. Inputs data for fees, fines, permits, parking tickets, utility bills, and miscellaneous revenue payments to be billed at the end of the month; enters control totals in billing book for billing cycle. Processes financial and statistical information and maintains accounting records and controls for a variety of utility and other municipal service charges, parking tickets, and receivables ensures accuracy of all transactions. Prepares taxes for assigned departments as necessary; balances reports and submits information to department head. Participates in the preparation and maintenance of a variety of files, logs, records, and reports. Performs related duties as required. QUALIFICATIONS The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties. Knowledge of: Customer service techniques, practices, and principles. Cashiering techniques. Bookkeeping and clerical accounting principles, practices, and terminology. Methods, procedures, practices, and terminology used in billing and financial record keeping work. Office procedures, methods, and equipment including computers and applicable software applications such as word processing, spreadsheets, and databases. Principles of business letter writing and report preparation. Methods and techniques used in customer service and public relations. Receptionist and telephone techniques. Mathematical principles. English usage, spelling, grammar, and punctuation. Ability to: Perform the more difficult billing, customer service, office, accounting, receptionist, and cashiering duties

7 Understand the organization and operation of the City and of outside agencies as necessary to assume assigned responsibilities. Understand, interpret and apply general and specific administrative and departmental policies and procedures. Exercise tact and judgment in responding to inquiries and resolving complaints and problems. Make mathematical computations rapidly and accurately. Find and reconcile discrepancies in balancing accounts. Implement and maintain standard filing systems. Maintain records and reports. Operate and use modern office equipment including a computer and various software packages. Operate 10-key calculator by touch. Type and enter data at a speed necessary for successful job performance. Work under steady pressure with frequent interruptions and a high degree of public contact by phone or in person. Classify, compute and tabulate data. Perform mathematical calculations including percentages, fractions, and decimals. Interpret descriptive statistical reports. Exercise judgment and situational reasoning ability. Use functional reasoning and apply rational judgment in performing diversified work activities. Operate a variety of office equipment such as computer terminal, typewriter, telephone, fax machine, calculator/adding machine and photocopier. Communicate clearly and concisely, both orally and in writing. Establish and maintain effective working relationships with those contacted in the course of work. Education and Experience Guidelines - Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be: Education/Training: Equivalent to the completion of the twelfth grade. Experience: Two years of responsible experience performing duties comparable to a Customer Service Representative I in the City of Ketchikan or comparable experience perfroming customer service and routine bookkeeping duties involving considerable public contact. License or Certificate: Possession of, or ability to obtain, an appropriate, valid driver s license. PHYSICAL DEMANDS AND WORKING ENVIRONMENT The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Environment: Work is performed primarily in a standard office setting; extensive public contact. Frequent contact with city customers, the general public, other governmental agencies, other employees in City and KPU departments. Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.

8 Vision: See in the normal visual range with or without correction. Hearing: Hear in the normal audio range with or without correction. Grade: 3-42 Job Position Code: Union: Yes/GGU FLSA: Non-Exempt Date Approved: August 16, 1996 Date Amended: August 19, 1996 Date Amended: June, 2007 (Johnson & Associates) Human Resources Manager Approval City Manager Approval