Customer Service Representative

Front Desk Coordinator

This position serves as the first point of contact for the City, providing a welcoming and professional front-desk experience for both internal staff and the public. The role requires excellent communication skills, discretion, and the ability to deliver friendly and efficient customer service. Responsibilities include a variety of administrative and office-support activities such as managing the main telephone line, responding to inquiries, processing payments, and assisting with mail and deliveries. The position also supports multiple departments with tasks related to utilities, court, recreation, and general city services. This position requires regularly scheduled evening hours.

Essential Functions

• Provide a friendly, courteous, and professional first impression to visitors, the public, and City staff.
• Communicate clearly and effectively in person, over the phone, and in writing.
• Demonstrate knowledge of department functions and policies to answer questions and direct individuals appropriately.
• Handle all resident and City information with the highest level of confidentiality.
• Receive customer payments, apply them to accounts, and issue receipts accurately.
• Perform data entry, including utility customer move-ins and move-outs.
• Balance cash drawers and prepare bank deposits.
• Enter and distribute service orders as needed for electric and water service calls.
• Establish, update, and monitor customer payment plans; notify customers of variances as needed.
• Assist utility customers with budget requests and billing inquiries.
• Open, process, and distribute incoming mail, invoices, statements, and other correspondence.
• Assist with purchasing supplies, materials, and equipment.
• Support customer collections and the electric disconnection process in compliance with internal procedures and PSC regulations.
• Coordinate customer appointments for water and electric services.
• Assist customers with Energy Assistance and Commitment to Community programs.
• Process energy usage requests from outside vendors and customers.
• Support recreation program registrations.
• Provide court coverage, citation processing, and docket preparation as needed.
• Assist with meeting preparation, including board packets and minutes.
• Issue dog licenses, dog park passes, and parking passes in accordance with City guidelines.
• Process parking tickets and direct related questions to the appropriate department.
• Assist with election-related tasks as assigned.

Other Experience and Qualifications: Knowledge, Skills and Abilities

• Excellent verbal and written communication skills with the ability to clearly convey information to diverse audiences.
• Strong interpersonal skills with the ability to remain tactful, professional, and calm in sensitive or challenging situations.
• Ability to manage multiple priorities and adapt to frequent interruptions.
• Knowledge of City operations, policies, and procedures or ability to learn quickly.
• Proficiency in Microsoft Word, Excel, Outlook, and database programs.
• Strong organizational skills, attention to detail, and ability to maintain confidentiality.
• Demonstrated ability to work collaboratively as part of a team and build positive relationships with supervisors, co-workers, City staff, and the public.
• Ability to operate office equipment including telephones, computers, and copy machines.

Qualifications

• Minimum: Possess a High School Diploma or equivalent. Two years related experience or course work in business, or equivalent combination of education and experience.