Summary
Responsible for assisting City of Denton customers by phone, electronically, and in person with payments, inquiries, and service requests in a friendly and professional manner.
Essential Functions and Other Important Duties
ESSENTIAL FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
DUTIES
Handle heavy phone traffic for departments Citywide.
Perform routine office duties, including but not limited to, providing phone, electronic and face-to-face support to customers, appropriately directing internal and external customers, processing drop box payments, posting payments and handling incoming and outgoing mail.
Assist with interdepartmental cash and reporting/tracking functions.
Receive, maintain, and account for monies and provide payment receipts; ensure compliance with the City of Denton and applicable department internal cash handling policies.
Account for and balance cash drawer daily, prepare daily deposit for the bank and ensure compliance with the City of Denton and Customer Service internal cash handling policies; keep accurate records and update personal data on accounts in the billing, as needed.
Process commercial account set ups; validate Tax IDs.
Assist with projects and performs back-office assignments, as needed.
Assist peers with questions, errors, and escalated customer issues.
ANIMAL SERVICES
Process internal and external customer requests, including but not limited to, pet inquiries, adoption, volunteering, surrendering, and/or reclaiming a pet, lost, or found pet, and quarantined animals.
Monitor department Outlook inbox; respond to inquiries per department policies and/or procedures.
Ensure accurate entries are made in the PetPoint database management system and Petfinder website.
Complete adoptions, surrenders, reclaims, registrations, and bite reports documentation.
Ensure accurate service requests are entered into Police Department Computer Aided Dispatch (CAD) system, including but not limited to, barking dog, vicious or stray animals, livestock out, bite victims, and trapped wildlife or domestic animals, per policy.
Receive, maintain, and account for adoption, reclaims and donation monies; provide payment receipts.
CUSTOMER SERVICE
Process internal and external customer requests related to utility accounts, including but not limited to, account setup or closure, billing for services, payment arrangements and rate calculations.
Receive, maintain, and account for monies for utilities; provide payment receipts.
Process commercial account set ups; validate Tax IDs.
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.
Process, logs, and files water leak adjustment and leak check requests.
Serve as a back-up to Customer Service Rep II in their absence.
SOLID WASTE
Process internal and external customer requests, including but not limited to,weigh-in and weigh-out customers on Weigh Station scales, identify and screen waste materials being delivered to the landfill, and help customers understand waste disposal and Solid Waste rules and regulations.
Receive, maintain, and account for monies for Solid Waste Landfill customers,accepts card payments, authorize billing of charge account customers, and issue receipts; assist with active/inactive delinquent Solid Waste accounts collections.
Enter accurate data into the Weigh Station software, including but not limited to landfill records; produce and verify of reports.
Assist with new application(s) and computer information system modification(s) and upgrade(s) testing, as needed.
Assist at Home Chemical Collection (HCC) Division, including but not limited to, greeting customers, screen and identify materials being delivered, educate customers on accepted materials, sort and process non-hazardous materials, restock, and clean, as needed.
Serve as a back-up to Team Leads or Weigh Station Supervisor in their absence.
WASTEWATER
Process internal and external customer requests, including but not limited to,relevant product information, recommend correct material, loading quantities, and complete returns and/or refunds.
Maintain communication with loaders operators and supervisors using radios, email, phone, and instant messaging, as appropriate.
Ensure accurate entry of sales transactions and new customer information into point-of-sale software; enter necessary data for tracking into the appropriate spreadsheet, report and/or chart.
Complete sales tickets for charge customers
Complete, calculate and reconcile daily sales reports prior sending for supervisor approval.
SUPERVISORY/BUDGET RESPONSIBLITIES
None.
OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Job Requirements
EDUCATION, EXPERIENCE AND LICENSES/CERTIFICATIONS
High School diploma or equivalent; and,
One (1) year customer service experience; and,
Six (6) months of cash handling experience,
OR
Any combination of related education, experience, certifications, and licenses that will result in a candidate successfully performing the essential functions of the job.
REQUIRED SKILLS/ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:
Knowledge of applicable laws and regulations, as well as City of Denton policies and procedures.
Skill in identifying moderate problems and implement solutions.
Skill at an intermediate level, working with Microsoft Office 365, and other software systems to complete work.
Skill in interpersonal relationships, including using tact, patience, and courtesy.
Skill in providing exceptional service to internal and external cust
