Customer Service Representative I

Utilities Clerk

Provide timely, accurate, and appropriate customer service and administrative, records management, and/or accounting support to an assigned program, service, or department to meet service delivery expectations.

Environmental Factors: Work is primarily performed in a standard office environment. Depending on assignment, work may involve travel to areas and sites where various hazards may exist, including uneven ground surfaces, all types of weather and traffic conditions, dust, and debris.

Physical Factors: Light physical demands; frequent use of a personal computer. Sufficient clarity of speech, hearing, or other communication capabilities, vision or other powers of observation, and personal mobility and physical reflexes sufficient to effectively and efficiently perform essential job functions.

Work Situation Factors: Position involves competing demands, performing multiple tasks, working to deadlines, occasional work beyond normal business hours, and responding to customer issues. Regular attendance is an essential function of this job to ensure continuity of services. Position is subject to drug testing in accordance with applicable State and Federal regulations and City of Las Cruces policies.

First consideration may be given to current City of Las Cruces employees who meet all the minimum requirements. Meeting or exceeding the minimum qualifications does not guarantee an invitation to participate in the process.

This posting will be used to fill a full-time, regular, FLSA non-exempt position in the Utilities department, but may be used to fill other full-time, part-time, temporary, contract, or similar positions that become available in various City Departments. Some duties may vary based on assignment. This position is graded at RN04.

Duties and Responsibilities

• Interacts with customers to provide the appropriate level of response to inquiries, issues of concern, and requests for information, or explanation, regarding various services, processes, policies, and/or procedures; refers matters requiring policy interpretation, or technical expertise, to the appropriate staff for resolution.
• Creates and/or updates accounts, records, and files; completes and processes forms, documents, and transactions; enters and verifies data to provide accurate documentation in various mediums and formats; utilizes installed software on a personal computer to input and record data, and provide consistent, accurate, and timely records, and information.
• Calculates and prepares debit and credit adjustments, balances receipts and cash drawer, receives payments, correctly determines and assesses various fees, answers questions and resolves minor problems regarding utility bills and City services within delegated authority and in accordance with established policies and procedures to meet customer service expectations.
• Provides assistance to ensure the proper use and completion of forms and documents; prepares and distributes documents and information, conducts research, prepares various special and recurring reports to meet established goal and objectives.
• May monitor and respond to radio communications to assist field service personnel with customer requests for service and information; provides customer outreach to follow-up on various services needed and/or provided; provides notification of scheduled maintenance and unscheduled emergencies; may assist in emergency situations on site to respond to citizen inquiries and concerns regarding necessary services and repairs.
• Assists in development of communication plans and provides public relations assistance on various projects to provide timely and consistent information to citizens.

Minimum Qualifications

Equivalent to a high school diploma PLUS one (1) year of experience performing customer service functions and utilizing a personal computer to perform data entry functions is required. A combination of education, experience, and training may be applied in accordance with City of Las Cruces policy. Experience with cashiering and/or accounting functions may be required for some positions.

Licenses/Certifications: Valid driver's license may be required or preferred. If applicable, position requires an acceptable driving record in accordance with City of Las Cruces policies. Bilingual skills (English/Spanish) may be required for some positions. Additional relevant certifications and training may be required based on assignment.

Knowledge, Skills, and Abilities

Basic knowledge of: effective customer service principles, standards, and methods; modern office practices and procedures; mathematical aptitude, cashiering, and accounting; principles, practices, and techniques of recordkeeping, records and file management; methods and standards for preparing business correspondence; business English, spelling, and grammar; effective communication and problem resolution techniques; business and personal computers and related software; transcription methods and equipment; occupational and environmental safety and health hazards, and safety practices; City organization, operations, policies, and procedures to successfully meet established goals and objectives. Ability to: resolve customer service issues; communicate appropriately, clearly, and concisely, orally and in writing; act calmly, rationally, and tactfully in carrying out duties and responsibilities; assess and prioritize multiple tasks, projects, and demands to meet critical deadlines and provide timely and effective customer service; safe and effective operation of applicable equipment and motor vehicles; perform a variety of duties and responsibilities timely and with accuracy to meet deadlines and to ensure achievement of goals and objectives; operate standard office equipment and enter data using a personal computer with basic and specialized software applications; maintain confidentiality of sensitive information and data; present a positive image, establish and maintain effective, appropriate working relationships with staff and the public; read, understand, and communicate policies, procedures, rules, and regulations; research and compile applicable information and maintain accurate records; prepare and present accurate and reliable reports containing findings and recommendations; review documents and extract relevant information; operate a two-way communication device to communicate with crews and supervisors; use initiative and independent judgment within established procedural guidelines to effectively perform the functions and duties of the position. Skills in: reviewing, evaluating, and verifying financial records, mathematical calculations, and account documentation; updating financial information, maintaining accurate records, and identifying and reconciling errors; using sound judgment in applying established guidelines to solve work problems; working independently and using initiative; effectively communicating in written and verbal forms; applying correct English usage, grammar, spelling and punctuation; effectively presenting information and responding to questions from the public and employees; operating standard office equipment and a personal computer with installed generic and specialized software; conducting research and maintaining records and files in various mediums and formats; maintaining objectivity and freedom from prejudice, and exercising sound judgment and understanding in daily interactions with customers to meet service delivery expectations and goals.