Job Description

Job Description

Job Description

CUSTOMER SERVICES SPECIALIST

General Summary:

Under the supervision of the Finance and Customer Services Manager, the customer services specialist performs administrative and clerical work in the Finance & Customer Services Department. This position is responsible for managing municipal utility records and accounts, cash collection, deposits, billing and city-wide customer service. Keeps up to date and accurate information, provides timely responses to customer inquiries, manages city work order system, and assists the finance & customer service manager with other duties as required.

Essential Duties And Responsibilities:

All behaviors comply with the City of Caldwell Personnel Policies and Procedures; duties include, but not limited, to:

• Serves as front line resource to the community by answering customer inquiries and going above and beyond to assist the customers in getting their answer or problem completed.
• Processes all accounts receivable and record management of revenues for all City Utility Customers (electric, water, sewer, and sanitation).
• Keeps accurate records of daily transactions in cash collections software, prepares and balances cash and remote deposits.
• Maintains updated and accurate information for all utility customer accounts and future accounts in the utility billing system.
• Manage and process all work orders in the software and assist in providing updated information for GIS mapping and project tracking solutions.
• Answers, processes and prioritizes incoming calls, emails; responds to caller inquiries, requests, concerns or complaints.
• Manages data and handles clerical duties related to monthly, quarterly, and annual reporting for utility consumption, and revenues.
• Monitors and analyzes meter readings for all customer accounts to ensure proper and accurate billing is applied, and coordinate discrepancies to proper departments.
• Maintain all documents and records in an organized electronic file format for all customer accounts.
• Prepare and mailout monthly utility bills, newsletters, disconnect notices, and other information to effectively communicate to all customers.
• Work with department head to perform annual review and update of ordinances, fees, policies and procedures to ensure compliance with legislative updates and internal processes.
• Assists in special projects relating to finance and customer services.
• Performs other related duties as assigned or required.

Knowledge, Skills And Abilities:

• Ability to work under fast paced, and sometimes stressful conditions.
• Ability to contribute to a positive work environment and to interact effectively with staff, customers, etc.
• Ability to effectively communicate using instant messaging.
• Ability to make independent decisions with good judgement.
• Ability to employ appropriate policies and procedures and to demonstrate them to others.
• Ability to establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, age, gender, ethnicity, disability, sexual orientation, marital status or political affiliation.
• Ability to assist with the coordination and implementation of recreational and community activities and programs.
• Possess basic proficiency and a willingness to improve on skills including but not limited to Microsoft 365, Word, Excel, PowerPoint, and Outlook software programs.
• Demonstrate excellent verbal and written communication and organizational skills; ability to effectively interact with families, children, city staff, volunteers, at-risk populations, and members of the public; bilingual capabilities in Spanish highly desirable.
• Ability to enforce rules and regulations to assure the safety and welfare of participants.
• Establish and maintain cooperative working relationships with those contacted in the course of work; and ability to create a "team" environment by maintaining a positive attitude, enthusiasm, and willingness to learn.
• Flexibility to be assigned to other locations based upon operational needs.
• Attend work on a regular and consistent basis.
• Adhere to federal, state, county and local ordinances.
• Respond to emergency situations.
• Perform other duties as assigned.
• Possess valid and appropriate CPR certificate and First Aid certificate within 30 days of appointment, issued by a source acceptable to the City and must obtain renewals as required.

Minimum Job Requirements:

Education and Experience:

• Graduation from high school, or possession of an acceptable equivalent diploma.
• Must be able to comprehend, speak and read the English language.
• Must have and maintain good interpersonal and communication skills to deal with the public.
• Experience handling cash, credit cards, and checks in an efficient and accurate manner.
• Bilingual ability in Spanish is preferred, but not required.

AND* 

• *Must be at least 18 years of age at time of submitting application.  
• *Must possess a valid Texas driver's license (or valid within 30 days).  

Physical Demands

• The work is light and includes exerting up to 20 pounds occasionally and/or up to 10 pounds of force to move objects and the following physical abilities: balancing, climbing, crawling, crouching, grasping, handling, hearing, kneeling, lifting, mental acuity, pulling, pushing, reaching, speaking, standing, talking, visual acuity, and walking.

Work Environment

• The work is typically performed in a dynamic, collaborative environment that requires smooth adaptation and flexibility to changing goals, priorities, and needs. This position works on-site, with at home capabilities.

The City of Caldwell is an Equal Opportunity Employer

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