About the position
The Customer Service Representative I/II position is designed to provide essential customer service and support for various account-related tasks within the City of Lodi. This role encompasses front counter customer service, handling a variety of account support services, including collections. The representative will be responsible for processing billing-related tasks, receiving and processing payments, auditing balances, and preparing collection deposits. Additionally, the representative will respond to account inquiries and other city transactions, interpret and explain charges, policies, procedures, special programs, and rates, and initiate appropriate transactions to satisfy customer requests while adhering to internal accounting procedures. In this position, the representative will also create and maintain databases, prepare documents, verify accuracy, and ensure compliance with applicable regulations. Administrative tasks such as handling mail and answering phones are also part of the job. The representative will perform other duties related to the operation of the department and the city, which may include additional responsibilities that enable the department and City to meet the diverse needs of its community. The role requires a strong commitment to customer service and the ability to handle multiple tasks efficiently while maintaining a high level of accuracy and organization. The position operates under general supervision from a higher classification and receives lead direction from other higher-level personnel. The ideal candidate will possess a combination of education and experience that provides the required knowledge and abilities to excel in this role.
Responsibilities
- Provides customer service to include front counter customer service and a variety of account support services including collections.
- Processes a variety of billing related tasks; receives and processes payments; audits balances and prepares collection deposit.
- Responds to account inquiries and other City transactions; interprets and explains charges, policies, procedures, special programs and rates.
- Initiates appropriate transactions to satisfy customer requests and internal accounting procedures.
- Creates and maintains databases, prepares documents, verifies accuracy and ensures compliance with applicable regulations.
- Performs administrative tasks, including mail handling and answering phones.
- Performs other duties related to the operation of the department and the city.
Requirements
- Equivalent to the completion of a High School Diploma; 24 semester college units are preferred.
- Two years of customer service experience, preferably in banking or a similar field.
- Knowledge of routine mathematical computations and customer service techniques.
- Ability to perform mathematical calculations quickly and accurately.
- Ability to use good judgment and customer service skills in responding to customer requests or complaints.
- Ability to follow instructions, interpret forms, maintain accurate records, handle multiple tasks, prioritize work and meet deadlines.
- Ability to type accurately at a rate necessary for job success.
- Ability to perform clerical procedures in an organized and accurate manner.
- Ability to operate a computer using various financial applications.
- Ability to communicate clearly and concisely.
- Ability to establish and maintain cooperative and effective relationships with those contacted during the course of work.
Benefits
- An average of 13 paid holidays per year.
- 2 weeks paid vacation annually, increasing with length of service.
- 10 days of sick leave per year.
- 80 hours of administrative leave per fiscal year for management/mid-management positions.
- Medical, Dental, and Vision plans available for employee and dependents.
- Full premium for employee and dependent life insurance paid by the City.
- Long-term disability plan that provides up to approximately 2/3 of an employee's salary.
- Participation in the Public Employees' Retirement System (P.E.R.S.).
- 457 Deferred Compensation program participation available.
- Section 125 Flexible Spending Account participation available.
