Customer Service Representative I (part Time Without Benefits) (a264115 - 5), 202, Utility Billing

Job Title

Part-time Position without Benefits

Job Description

Provides customer service to walk-in customers, online customers, and call center customers; assists with resolving customer issues; relays messages between departments as needed.

Essential Duties and 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 account information in database.
• 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:

• City ordinances, protocols, and policies.
• City services and departments.
• Basic arithmetic.
• Modern office procedures and methods including computers and applicable software, such as Microsoft Office, AS400, or CISCO Finesse.
• English grammar, spelling, and punctuation.

Skills and Abilities:

• Planning, organization, and time management.
• Performing a variety of duties, often changing from one task to another of a different nature.
• Critical thinking and logical reasoning.
• Customer service delivery.
• Building and maintaining effective working relationships with others.
• Communicating clearly and effectively both orally and in writing in English and Spanish languages.
• Maintaining good planning and organizational skills.
• Taking and following directions from supervisor.
• Maintaining a valid Texas Driver License and a good driving record.
• Projecting a positive and professional image of the City of Laredo.
• Complying with all City of Laredo's policies and procedures.
• Maintaining good health and physical condition sufficient to permit the full performance of the duties of this position.

Work Environment/Conditions and Physical Demands

Physical Effort Requirements Position will have the following exposures:

• Office or similar indoor environment, relatively free from unpleasant environmental conditions or hazards.
• Occasional exposure to unpleasant environmental conditions and/or hazards. Occasional outside work.
• Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
• 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: Street environment (near moving traffic), Construction site, Confined space.
• Seldom: Vehicles, Warehouse environment.
• Sometimes: Outdoor environment.
• Frequently: Office or similar indoor environment.

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

• Never: Extreme cold (below 32 degrees), Extreme heat (above 100 degrees), Moving mechanical parts, Fumes or airborne particles.
• Seldom: Communicable diseases, Loud noises (85+ decibels such as heavy trucks, jack hammers, construction).
• Frequently: Other: (Loud Noises - LED Televisions @ City Hall Annex - 1st floor).

Travel Position will require the employee to travel:

• Never: National travel, International travel.
• Seldom: Local travel, Regional travel.

Minimum Qualifications

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 which includes one (1) year of cash handling experience.

Valid Licenses and Certifications

Required Licenses or Certifications:

• 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.