Customer Service Representative I - Solid Waste

Posting number: 26-00259

Department: Solid Waste

Division: Solid Waste - Administration

Job classification: Customer Service Rep

Posting type: Open

Categories: Customer Service

Summary

Responsible for assisting City of Denton customers by phone, electronically, and in person with payments, inquiries, and service requests in a friendly and professional manner.

Examples of duties

ESSENTIAL FUNCTIONS 
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
 
DUTIES

• Handle heavy phone traffic for departments Citywide. 
• Perform routine office duties, including but not limited to, providing phone, electronic and face-to-face support to customers, appropriately directing internal and external customers, processing drop box payments, posting payments and handling incoming and outgoing mail. 
• Assist with interdepartmental cash and reporting/tracking functions.
• Receive, maintain, and account for monies and provide payment receipts; ensure compliance with the City of Denton and applicable department internal cash handling policies.
• Account for and balance cash drawer daily, prepare daily deposit for the bank and ensure compliance with the City of Denton and Customer Service internal cash handling policies; keep accurate records and update personal data on accounts in the billing, as needed. 
• Process commercial account set ups; validate Tax IDs.
• Assist with projects and performs back-office assignments, as needed.
• Assist peers with questions, errors, and escalated customer issues.

SOLID WASTE

• Process internal and external customer requests, including but not limited to, weigh-in and weigh-out customers on Weigh Station scales, identify and screen waste materials being delivered to the landfill, and help customers understand waste disposal and Solid Waste rules and regulations.
• Receive, maintain, and account for monies for Solid Waste Landfill customers, accepts card payments, authorize billing of charge account customers, and issue receipts; assist with active/inactive delinquent Solid Waste accounts collections.
• Enter accurate data into the Weigh Station software, including but not limited to landfill records; produce and verify of reports. 
• Assist with new application(s) and computer information system modification(s) and upgrade(s) testing, as needed.
• Assist at Home Chemical Collection (HCC) Division, including but not limited to, greeting customers, screen and identify materials being delivered, educate customers on accepted materials, sort and process non-hazardous materials, restock, and clean, as needed.
• Serve as a back-up to Team Leads or Weigh Station Supervisor in their absence.

SUPERVISORY/BUDGET RESPONSIBILITIES

• None. 

OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications

EDUCATION, EXPERIENCE AND LICENSES/CERTIFICATIONS

• High School diploma or equivalent; and,
• One (1) year customer service experience; and,
• Six (6) months of cash handling experience,

OR

• Any combination of related education, experience, certifications, and licenses that will result in a candidate successfully performing the essential functions of the job.

REQUIRED SKILLS/ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Knowledge of applicable Federal, State, and Local Government laws,ordinances,and regulations.
• Skill in moderate problem solving; identifying problems and reviewing related information to develop, evaluate options, and implement solutions.
• Skill at the intermediate level, working with applicable Microsoft Office 365 products, and other software systems to complete work.
• Skill in providing exceptional service to internal and external customers.
• Skill in interpersonal relationships, including using tact, patience, and courtesy.
• Ability to communicate effectively, both in oral and written forms, for the needs of the audience.
• Ability to establish and maintain effective interpersonal relationships.
• Ability to handle records and complex si