Experienced Customer Service Representative – Multichannel Support for City of Denton Residents and Businesses
About Us
The City of Denton is a vibrant and inclusive community that values its residents and businesses. As a Customer Service Representative, you will be the face of our organization, providing exceptional support to our citizens and commercial clients. We are committed to delivering top-notch service, fostering a collaborative environment, and promoting a culture of inclusivity, strategic focus, and fiscal responsibility.
Job Summary
We are seeking an experienced and customer-focused individual to join our team as a Customer Service Representative. In this role, you will be responsible for providing multichannel support to our residents and businesses, handling a high volume of phone calls, emails, and in-person interactions. You will also be responsible for processing payments, resolving issues, and providing information on various city services.
Key Responsibilities
- Handle heavy phone traffic for various city departments, responding to customer inquiries and resolving issues in a friendly and professional manner.
- Provide routine office support, including processing payments, handling incoming and outgoing mail, and maintaining accurate records and files.
- Assist with interdepartmental cash and reporting/tracking functions, ensuring compliance with city policies and procedures.
- Process internal and external customer requests, including utility account connects, disconnects, and transfers, as well as billing and payment arrangements.
- Receive, maintain, and account for monies for utilities, providing payment receipts and ensuring accurate records and balances.
- Process commercial account set-ups, validate Tax IDs, and explain available solid waste services, calculate associated costs, and complete service contracts.
- Generate and process solid waste work orders, maintain and file contracts in an organized manner, and process water leak adjustment and leak check requests.
- Assist with projects and perform back-office assignments as needed, and serve as a backup to Customer Service Rep II in their absence.
Essential Qualifications
To be successful in this role, you will need:
- A high school diploma or equivalent.
- At least one year of customer service experience, with a focus on multichannel support.
- Six months of cash handling experience, with a strong understanding of financial procedures and policies.
- Any combination of related education, experience, certifications, and licenses that will result in a candidate successfully performing the essential functions of the job.
Preferred Qualifications
We are looking for candidates with:
- Experience working in a fast-paced call center environment, with a strong focus on customer satisfaction.
- Knowledge of applicable laws and regulations, as well as city policies and procedures.
- Intermediate-level proficiency in Microsoft Office 365 and other software systems.
- Excellent interpersonal and communication skills, with the ability to work effectively with diverse groups and individuals.
- A strong understanding of customer service principles and practices, with a focus on delivering exceptional service.
Skills and Competencies
To succeed in this role, you will need to possess:
- Strong problem-solving and analytical skills, with the ability to identify and implement solutions.
- Excellent communication and interpersonal skills, with the ability to work effectively with diverse groups and individuals.
- A strong focus on customer satisfaction, with a commitment to delivering exceptional service.
- Ability to work independently, with minimal supervision, and as part of a team.
- Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
Career Growth Opportunities and Learning Benefits
We offer a range of opportunities for career growth and development, including:
- Training and development programs, designed to enhance your skills and knowledge.
- Opportunities for advancement, with a focus on promoting from within.
- A collaborative and inclusive work environment, with a focus on teamwork and communication.
- A comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings and paid time off.
Work Environment and Company Culture
We are proud to offer a dynamic and inclusive work environment, with a focus on:
- Collaboration and teamwork, with a commitment to working together to achieve our goals.
- Customer satisfaction, with a focus on delivering exceptional service to our residents and businesses.
- Professional development, with a commitment to training and development programs.
- Work-life balance, with a focus on providing a healthy and supportive work environment.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including:
- A salary range of $40,000 to $60,000 per year, depending on experience.
- A comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings and paid time off.
- A range of perks and benefits, including flexible scheduling, telecommuting options, and professional development opportunities.
How to Apply
If you are a motivated and customer-focused individual, with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, along with any relevant certifications or licenses, to [insert contact information]. We look forward to hearing from you!
Equal Employment Opportunity
The City of Denton is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from all qualified candidates, and are proud to offer a work environment that is free from discrimination and harassment.