EFFECTIVE DATE

MAY 2023

CUSTOMER SERVICE REPRESENTATIVE

DEPARTMENT: FINANCE

JOB CLASSIFICATION: FULL-TIME

TECHNET # 2305

PAY GRADE 4

PAY GRADES LINK

• 
  Spanish speaking preferred

GENERAL PURPOSE

Under the direct supervision of the Utility Customer Service Supervisor and general supervision of the Treasurer this employee performs entry-level office duties for Spanish Fork City.

ESSENTIAL FUNCTIONS

• Performs general clerical and office duties as follows:
  • Greets visitors, answers phone calls, and responds to podium requests
  • Forwards calls in a pleasant and courteous manner
  • Courteously directs visitors to appropriate office personnel without delay
  • Act as utility office cashier and receipt payment for all utilities, cemetery, and other miscellaneous payments
  • Must be accurate in handling money and balancing
    • Count till and balance every morning
    • Accept utility payments from citizens, enter the respective dollar amounts to resident accounts.
    • Prepare bank deposits, and make sure the general ledger is in balance
  • Assists customer with utility accounts by;
    • Answering billing and payment questions about utility services including electric, water, sewer, pressurized irrigation, storm drain, garbage, recycling,TV service, internet, and phone in office, on the phone, and online

• 
  Assists with maintaining ACH payments by;

• • 
    Updating new banking information. creates an ACH file and schedules ACH Auto Pay payments.
  • Managing ACH Auto Pay returns and sends notifications for payment
• Processes utility service applications electronically
• Operates electronic data processing equipment; balances reports
• Assists in records management procedures and stores all reports electronically

• Handles insufficient fund checks for all utility accounts
• Sends notifications to customers regarding late payments, returned payments, and scheduled ACH Auto Pay payments
• Assists with the landlord contracts
• Assists with cemetery responsibilities such as;
  • Purchase of cemetery plots, create deeds and record plot purchase
  • Complete monthly reporting for mortuaries and the health department
  • Communicate with local mortuaries and Sexton to coordinate funerals and opening and closing of graves.
  • Maintain Cemetery records and communicate with Sexton concerning updates.
  • Ensure that online cemetery maps are current
• Must be able to meet attendance and punctuality requirements for this position.
• Must abide by all city policies and procedures.
• Must work well with others and be a team player.

• Performs other related duties as assigned.

• Applicants will be required to submit to a criminal background check and drug test.

POSITION QUALIFICATIONS

Education and Experience

• Graduation from a standard high school or equivalent with at least one (1) year of office experience.

Necessary Knowledge, skills, and abilities

• Must have knowledge in the following;
  • Skill in the operation of computers and programs such as; Word, Excel, Google Doc, Google Sheets and Adobe Acrobat.
  • Office etiquette, answering phones, emails, texts and other means of communication.
  • Must be organized and able to perform tasks with minimal supervision.
  • Effective public relations skills with the ability to establish and maintain effective working relationships with the public, fellow workers and supervisors.
• Must be capable of learning;
  • New software programs such as, but not limited to; Caselle, Everbridge, JotForm, Podium, and SFcityTix.
  • 10 Key by touch
  • Skill in the use of a variety of office machines and computers
  • Basic bookkeeping procedures
  • Knowledge of the City and events to answer various questions
• Special Qualifications: None