Customer Service Representative I, (B272931-4), 202, Animal Control

Provides customer service by answering phones and assisting with resolving customer issues. Tracks customer calls and resolutions into database, coordinates schedules and appointments, and relays messages between departments as needed.

ESSENTIAL DUTIES & RESPONSIBILITIES

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Serves as the initial point of contact to receive and address customer concerns, questions, or complaints.   Answers calls, responds to emails, and communicates in person with customers and guests; provides general information and/or forwards inquiry to the proper employee or department as appropriate. 
• Creates, enters, and maintains records and customer call information in database for call-tracking and resolution reporting.
• Processes payments and maintains inventory control.
• Will be required to drive a City vehicle for City business use.
• Performs other duties as assigned.

• Initiates process for utility bills to be generated and produced in accordance to their billing cycle.
• Prints out utility reports which include reverse payment update, adjustment update, refund credit listing, cash update listing, payment update listing, trail balance, GMBA report and balance sheet.
• Reviews delinquent accounts scheduled for disconnection.
• Verifies that all accounts with underlying issues arising from the results submitted by field staff are addressed and corrected in a timely manner.
• Researches account histories utilizing different software and exception reports to resolve issues with inaccurate water meter readings and make corrections necessary.
• Distributes reports to the appropriate personnel.
• Prints out utility bills in accordance to the daily schedule of the billing cycle.
• Prepares work orders to have meters rechecked for correct reading; completes and processes work order for initial readings, final readings, meter sets, location of services, costs of services and high bills and determines corrective action to be taken on accounts; calculates adjustments to either credit or debit accounts regarding charges, coding consumption, and makes recommendation to Assistant Superintendent regarding the adjustment to be implemented.
• Types letters, memos, notices, lists and other material that is required. Sorts and files correspondence and other related materials; prepares and maintains various reports and documents as required.

• Answers, screens, and routes department telephone calls to appropriate destination; greets and replies in person, by telephone, or by correspondence to inquiries from customers.
• Initiates process for account cut-offs to be generated and produced in accordance to their billing cycle.
• Prints out utility reports which include work order listings and tracking of billing cycles.
• Assists with daily meter reading processing.
• Performs delinquency notices process. 
• Executes the liquid waste tracking and bill production.
• Performs research on databases. 
• Distributes reports to the appropriate personnel.
• Prepares work orders for additional work required at a location; completes and processes work orders to terminate customer accounts.  
• Types letters, memos, notices, lists and other material that is required. Sorts and files correspondence and other related materials; prepares and maintains various reports and documents as required.

• Provides customers with information regarding their water utility bill in relation to charges for water, sewer, and garbage services based on usage and calculation for consumption and rates.
• Answers, screens, and routes department telephone calls to appropriate destination; greets and replies in person, by telephone, or by correspondence to inquiries from customers.
• Develops payment plans for those accounts with hardship cases and high bill amount due to illegal water usage, water leaks, and broken services.
• Assists customers with high bills by instructing them on how to check for water leaks on their property and also provides information on how to implement methods for water conservation.
• Sends emails to corresponding departments and divisions requesting approval status on street cuts or water availability charges, building and irrigation permits, and plats.
• Opens new customer accounts for initial services, transfer of services, and terminated accounts for disconnection, fire hydrant meters, irrigation meters, temporary construction meters, and new subdivision meters.
• Responsible for preparing Daily Cash Count sheet, balancing daily collections with account transactions, preparing deposit and sending it to the bank in order to account for those monetary transactions.
• Initiates process for utility bills to be generated and produced in accordance to their billing cycle.
• Prepares work orders to have meters rechecked for correct reading; completes and processes work order for initial readings, final readings, meter sets, location of services, costs of services and high bills and determines corrective action to be taken on account.
• Calculates adjustments to either credit or debit accounts regarding charges, coding consumption, and makes recommendation to division manager regarding the adjustment to be implemented.
• Checks and verifies utility refund checks processed by the Accounts Payable division.
• Assists customers with any complaints regarding their services and be able to assist irate customers.
• Assists customers with information or complaints on account balances, due dates, and cut off dates by phone or mail.
• Types letters, memos, notices, lists and other material that is required. 
• Sorts and files correspondence and other related materials; prepares and maintains various reports and documents as required.

• Provides direct service to customers by processing 311 requests regarding Solid Waste Services.
• Follows up on open 311 requests assigned to Solid Waste and closes them on a timely manner.
• Provides Information regarding Solid Waste policies, City ordinance, and schedules to citizens.
• Checks customer's information to ensure that accounts are active before issuing a new trash can; confirms location is residential, commercial or downtown commercial to ensure garbage fees are in accordance to Ordinance fees; reports changes of garbage services to Administrative fees on locations that have private garbage services.
• Resolves customer complaints accordingly at Solid Waste site and/or on the field.
• Tracks complaints and ensures that they are handled properly.
• Keeps track of trash cans that are dispensed daily to ensure an accurate inventory; delivers and picks up garbage cans for residential, commercial and downtown locations; delivers additional green cans as requested by customers; replaces any broken garbage cans; unloads any returned garbage cans back to the Solid Waste location; keeps inventory of issued out garbage cans based on location (home, apartment, or commercial).
• May confirm location of active water meter's and reports any business that do not have a City account for appropriate fees to be disseminated.
• Assists with office duties such as typing reports, meeting and assisting citizens who walk into the office with a Solid Waste related issue.
• Takes and relays messages to Administration Staff.
• Prepares work orders to have addresses inspected for additional trash cans, or incorrect billing concerns.
• Prepares reports for supervisors on each zip code to ensure that branches and recycle concerns are attended on a daily basis.
• Schedules and coordinates the delivery of trash cans for City events, exchanges or inspection; checks and completes work orders accordingly.
• Performs related duties and fulfills responsibilities as required.
• Will be required to drive a City vehicle for City business use.
• Performs other duties as assigned.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

Knowledge of:

• Knowledge of City ordinances, protocols, and policies.
• Knowledge of City services and departments.
• Knowledge of basic arithmetic.
• Knowledge of modern office procedures and methods including computers and applicable software, such as Microsoft Office, AS400, or FIS.
• Knowledge of English grammar, spelling, and punctuation.

• Knowledge of utilizing Google maps.
• Knowledge of locate and read water meters at service addresses.

Skills and Abilities:

• Skill in planning, organization, and time management. 
• Skill in performing a variety of duties, often changing from one task to another of a different nature.
• Skill in critical thinking and logical reasoning.
• Skill in customer service delivery.
• Ability to build and maintain effective working relationships with others.
• Ability to communicate clearly and effectively both orally and in writing.
• Ability to maintain good planning and organizational skills.
• Ability to take and follow directions from supervisor.
• Ability to perform strenuous work and routine work.
• Ability to maintain a valid Texas Driver License and a good driving record.
• Ability to project a positive and professional image of the City of Laredo.
• Ability to effectively communicate both orally and in writing in the English language and orally in the Spanish language.
• Ability to comply with all City of Laredo's policies and procedures.
• Ability to maintain good health and physical condition sufficient to permit the full performance of the duties of this position.

• Skills in performing a variety of assigned duties.
• Skills in having keeping organized and time management.
• Ability to operate a Forklift.
• Ability to meet schedules and work deadlines.
• Ability to prepare and maintain records of work orders.
• Ability to project a positive and professional image of the City of Laredo.
• Ability to read maps, use a computer keyboard, type a minimum of 40 WPM and maintain and update manual and electronic files and record systems.
• Ability to make arithmetic computations and tabulations accurately.
• Ability to maintain clerical records and to prepare reports from such records.
• Ability to build and maintain effective working relationships with others.
• Ability to use computer hardware, various software programs and technologies, including word processing and spreadsheet programs.

WORK ENVIRONMENT/CONDITIONS AND PHYSICAL DEMANDS

Physical Effort Requirements Position will have the following exposures

• Occasional exposure to unpleasant environmental conditions and/or hazards. Occasional outside work.
• Exerting up to 35 pounds of force occasionally, up to 20 pounds of force frequently, and/or up to 20 pounds of force constantly having to move objects.

Work Environment Locations Position will require the employee to work in the following types of work environments
 
 Never

Seldom

Sometimes

Often

Exposures Position will require the employee to be exposed to the following environmental elements

Never

Seldom

Sometimes

Frequently

Travel Position will require the employee to travel

Never:

• National travel
• International travel

Seldom:

• Regional travell

Frequently

• Local travel

Required Education and Experience

• High School diploma or G.E.D. equivalency
• At least one (1) year of experience in customer service, clerical, or administrative support.

Foreign Education: 

• Applicants who have completed education outside of the United States must submit a foreign credential evaluation completed by a professional credential evaluation agency that is a member of the National Association of Credential Evaluation Services (NACES) or the Association of International Credential Evaluators (AICE). The evaluation must verify the U.S. equivalency of the degree and identify the comparable U.S. degree level. Applicants are responsible for obtaining and submitting the required evaluation documentation.

Note: The City of Laredo is not responsible for any fees associated with obtaining a foreign credential evaluation or educational equivalency documentation.

Required Certifications or Licenses

•  Valid Texas Driver License. If applicant holds an out-of-state license, a State of Texas Driver License must be obtained within 6 months of employment.

As part of the minimum requirements for all positions with the City of Laredo, a thorough background check and certified school transcripts will be required from all applicants who are offered employment.

Effective February 24, 1997, all selected applicants are required to undergo a drug and alcohol test prior to employment.

Effective January 7, 2008, all persons in safety-sensitive functions/positions, as per City of Laredo Drug and Alcohol Policy definition, shall be subject to random drug and alcohol testing.

A person with a disability who needs a reasonable accommodation related to a selection process is requested to contact the Human Resources Department at (956) 791-7480 two days prior to the scheduled interview and/or test if applicable.

City of Laredo is an Equal Opportunity/Affirmative Action/Pro Disabled and Veteran Employer. We welcome differences in the form of gender, race, ethnicity, disability, geography, socioeconomic status, age, politics, religion, philosophy, sexual orientation, or gender identity. All applicants who share this goal are encouraged to apply. Must be able to function in a principle-based organization that has a culture built on character and core values.