Job Details

Customer Service Representative

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.

Essential Functions and Other Important 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.

Process internal and external customer requests, including but not limited to, pet inquiries, adoption, volunteering, surrendering, and/or reclaiming a pet, lost, or found pet, and quarantined animals.

Monitor department Outlook inbox; respond to inquiries per department policies and/or procedures.

Ensure accurate entries are made in the PetPoint database management system and Petfinder website.

Complete adoptions, surrenders, reclaims, registrations, and bite reports documentation.

Ensure accurate service requests are entered into Police Department Computer Aided Dispatch (CAD) system, including but not limited to, barking dog, vicious or stray animals, livestock out, bite victims, and trapped wildlife or domestic animals, per policy.

Receive, maintain, and account for adoption, reclaims and donation monies; provide payment receipts.

Job Requirements

High School diploma or equivalent; and, one (1) year customer service experience; and, six (6) months of cash handling experience.

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

Skills/Abilities

Knowledge of applicable laws and regulations, as well as City of Denton policies and procedures.

Skill in identifying moderate problems and implement solutions.

Skill at an intermediate level, working with Microsoft Office 365, and other software systems to complete work.

Skill in interpersonal relationships, including using tact, patience, and courtesy.

Skill in providing exceptional service to internal and external customers.

Ability to establish and maintain effective interpersonal relationships.

Ability to be flexible and adaptable to changing work environment to facilitate/accomplish needed activities.

Ability to document all adjustments necessary and approved to complete the project.

Ability to communicate effectively, both in oral and in written forms, speak publicly, and listen intently to other points of view.

Ability to work independently to manage multiple work tasks while balancing competing priorities with attention to detail and in a fast-paced environment.

Ability to establish and maintain effective interpersonal relationships.

Ability to accurately prepare and maintain records, files, and reports.

Ability to handle records and moderate situations of a confidential nature.

Ability to handle difficult and stressful situations with professional composure and confidentiality.

Ability to meet Quality Assurance Requirements and other key performance metrics for the call center operations.

Environmental Factors and Conditions/Physical Requirements

Safety Sensitive (Subject to random drug testing): No

Tools/Equipment Used: Standard office equipment, including computer and peripherals, internet access to access the City of Denton secure virtual network.

Posture: Prolonged sitting and standing; occasional stooping, squatting, kneeling, bending, pushing/pulling, and twisting.

Motion: Frequent repetitive hand motions, including keyboarding and use of mouse; occasional reaching.

Lifting: Lifting no more than 10 pounds.

Environment: Works in an office and/or home-office setting with dedicated work area free from interruptions; occasionally requires irregular and/or prolonged hours.

For Animal Services - Works in an office setting, and with and around animals (including diseased, injured and/or potentially aggressive animals); occasional exposure to increment weather, loud noises, chlorine, or other chemicals; occasionally requires irregular and/or prolonged hours.

Travel: Travels to City of Denton buildings and professional meetings as required.

Attendance: Regular and punctual attendance at the worksite is required for this position. Must be able to work after normal business hours to complete daily tasks.

For Animal Services Must be able to work weekends and overtime as needed.

Mental Demands: Maintains emotional control under stress; works with frequent interruptions.

Core Values

Inclusive

Collaborative

Service-Oriented

Strategically Focused

Fiscally Responsible

Top Tier Benefits

Paid Vacation Days and Paid Holidays

City of Denton is an equal opportunity employer. It is City of Denton's policy to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants without regard to any protected class, status, characteristic, or activity.