Customer Service Associate - Solid Waste

Department:

Public Works

Division: 

Solid Waste Disposal

Pay Range:

$26.78-$37.49/hourly

Midpoint:

$32.14/hourly

Starting salaries generally fall between the minimum and midpoint of the range. Each offer depends on the candidate’s experience and qualifications, internal pay equity, and available budget. Salary offers are negotiated individually based on these factors.    

GENERAL SUMMARY

Performs administrative support work assisting customers in person and by telephone, receiving and providing customer service information, preparing and processing billing, cashiering, scheduling, providing general clerical support duties and related work as apparent or assigned.  Work is performed under the close supervision of the Solid Waste Manager (supervisor).

CORE VALUES

All employees are expected to model and foster the City of Richland’s core values in the performance of their duties and their interactions while representing the City. The values of Teamwork, Integrity, and Excellence promote and maintain a high level of morale and productivity and are the tie that binds all City employees together, across all functions.

MINIMUM QUALIFICATIONS

SPECIAL REQUIREMENTS

Valid driver’s license.

EDUCATION AND EXPERIENCE

High school diploma or GED and one (1) year experience providing customer service.

DESIRABLE QUALIFICATIONS

• Prior administrative or customer service experience in solid waste.

• Prior cash handling and billing experience.

• Experience working with Wasteworks or comparable software.

SUPPLEMENTAL INFORMATION

Selection will be based on overall qualifications, skills testing (if applicable) and an interview process. Final candidate selected will be subject to a comprehensive background/reference check commensurate to the position.

ESSENTIAL JOB FUNCTIONS

To be successful in this position, an individual must be able to perform each essential function satisfactorily. The City may make reasonable accommodations to enable a qualified individual with disabilities to perform the essential functions. 

• Assists customers at scale house window; obtains weight records as customer vehicles enter the scale; collects and receives payment; exchanges information regarding contents of incoming materials; directs customers to designated area for disposal.  

• Researches and responds to questions and complaints concerning services, payments, billing, rates, or changes regarding procedures; escalates any concerns that need supervisor assistance.

• Prepares and distributes invoices according to established procedures; checks    balances; requests corrections for billing errors and may adjust (if applicable) to assure accuracy.

• Balances cash drawers and prepares bank deposits; records and summarizes daily transactions.

• Maintains a high level of confidentiality and discretion in working with customer information, including Payment Card Industry (PCI) regulations.

• Organizes and coordinates office functions; receives and processes division mail; receives telephone calls and provides information as appropriate; prepares and sends correspondence and notifications according to established procedures.

• Creates and edits customer accounts; schedules collection services; completes scheduling protocols for use by Solid Waste Collections staff; creates service orders for repairs, deliveries, and removal of waste containers.

• Processes contracts for drop box services; reconciles extra services completed on routes with their associated fees; and prepares reports, charts and graphs as requested for division operations and regulatory purposes.    

• Maintains records and files pertaining to divisional operations, programs and expenditures; may assist with public records requests for division.

​KNOWLEDGE, SKILLS AND ABILITIES

The requirements listed below are representative of the knowledge, skill, and/or ability required to successfully perform the essential functions of the position.

Knowledge of:

• Applicable Federal, State, and local laws, rules, codes and regulations.

• Basic math and computer skills. 

• Proper telephone techniques and etiquette. 

• Various financial, utility, and document management enterprise software systems.

• Modern office practices, methods, procedures an