Customer Service Assistant Jobs

DESCRIPTION OF WORK

DEPARTMENT: Business and Collections Services

JOB SUMMARY: The Customer Service Assistant is responsible for resolving client issues, giving requested information, and providing clients with high-quality customer service. Customer service assistant’s tasks include sharing information, responding to and recording requests, collecting payments for fees/fines for RMPD, utilities, and other services rendered. Ensuring any inquiries regarding those fees/fines are referred to RMPD for resolution while, processing customer service email or other electronic inquiries/concerns are processed within 24-48 hours.

JOB REQUIREMENTS

• Preparing batches of work by removing payments and forms from envelopes
• Performs other related duties as assigned.
• Inputting data into the system while following standard operating procedures and customer specific instructions for processing.
• Provide customer service support for Cashiering, Key Accounts and Business Hub.
• Receive daily mail payments mailed to RMPD; notes accounts regarding returned invoices and forwards returned items to appropriate workgroup for correction and redistribution.
• Research and resolving customer billing inquiries and discrepancies and communicating results to customers.
• Commercial site visits for key accounts program
• Answers telephone; provides information and assistance; records messages; refers to appropriate personnel.
• Matching check images to corresponding material while validating quality of images.
• Verifies statistical and other records for accuracy and completeness.
• Prepares deposits of cash receipts.
• Process payments via phone, and in person.
• Verifying checks through customer specific instructions for processing
• Point of contact and collection hub for fees and fines for RMPD, and commercial utility customers. Collects and distributes payment receipts to appropriate personnel within RMPD for next step customer processing.
• Processes requests for reports, receives receipts, and accounts for fees.
• Provide excellent customer service both internally and externally when assisting customers. Ensure customer contact is properly documented and appropriate understanding is acknowledged.
• Types correspondence and reports where knowledge of format and presentation is necessary.
• Data entry related to False Alarm via shared document.
• Manage utility records to reflect the Housing code program developed to stop customers from moving into substandard housing.
• Assists in the preparation of periodic and special reports.

MINIMUM QUALIFICATIONS

• Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for one to two years.
• Minimum 2 years cash handling and customer service experience
• Ability to read, write and perform mathematical calculations at a level commonly associated with the completion of high school or equivalent.

KNOWLEDGE, SKILLS AND ABILITIES REQUIREMENTS

• Knowledge of customer service principles.
• Skill in interpersonal relations.
• Knowledge of job-related computer operations.
• Skills in verbal and written communication.
• Skill in setting priorities for competing projects.
• Skill in analyzing problems and identifying solutions.
• Skill in establishing cooperative and productive working relationships.
• Skill in performing mathematical calculations.
• Knowledge of modern office practices and procedures.
• Skill in operating computers and other standard office equipment.

SUPERVISORY CONTROLS: The Key Accounts Specialist (supervisor) assigns work in terms of somewhat general instructions. The supervisor spot-checks completed work for compliance with instructions and established procedures, accuracy, and the nature and propriety of the final results.

GUIDELINES: Guidelines include administrative guidelines; personnel policies; the Fair Credit Act; and the Privacy Act. These guidelines are generally clear and specific but may require some interpretation in application.

COMPLEXITY: The work consists of related customer service and clerical duties. Frequent interruptions, the need for accuracy, and the volume of work to be performed contribute to the complexity of the work.

SCOPE AND EFFECT: The purpose of this position is to provide customer service and clerical support for office operations. Success in this position contributes to the efficiency and effectiveness of Business Office operations.

PERSONAL CONTACTS: Contacts are typically with other City personnel, law enforcement personnel, and members of the general public.

PURPOSE OF CONTACTS: Contacts are typically to give or exchange information, resolve problems, and provide services.

PHYSICAL DEMANDS: The work is typically performed while sitting at a desk or table or while bending or stooping. The employee occasionally lifts light objects.

WORK ENVIRONMENT: The work is typically performed in an office.

SUPERVISORY AND MANAGEMENT RESPONSIBILITY: None.

Agency

City of Rocky Mount

Address

331 S. Franklin Street

Rocky Mount, North Carolina, 27802

Phone

(252) 972-1186

Website

http://www.rockymountnc.gov