City of Tampa

Customer Service Clerk II (#001200) 016

$14.24-$20.24 Hourly / $2,468.27-$3,508.27 Monthly / $29,619.20-$42,099.20 Yearly


Introduction

This is responsible customer service work.

Nature Of Work

Employees are responsible for performing clerical tasks of average difficulty involving cashiering and/or receiving and responding to customer requests for services or information. Some positions require proficiency in typing and arranging information and data into standard formats. Ability to establish sound working relationships with the general public, remaining tactful and courteous even when customers express dissatisfaction, is important in order to perform work effectively. Employees must have the ability to rapidly assimilate knowledge of services, functions, and established policies and procedures of assigned department or area needed to answer questions, solicit information, and prepare the necessary documentation to generate service requests and work orders. Although established, well-defined operating policies and procedures govern work performance, reasonable initiative and independent judgment are required in customer contacts. Work is performed under general supervision and reviewed through observation, records maintained, and verification of written documentation by supervisor and computer for accuracy.

Examples of Duties

Receives payments for a variety of municipal services such as utilities, occupational licenses, and building and other permits and processes; balances cash/check receipts, types of transactions, and related payment amounts to totals recorded by cash register to ensure accountability of transactions; makes deposits of monies collected from all facilities.

Receives requests for assistance and/or information regarding municipal services from the public in person or by telephone; answers questions concerning such matters as water, sewer and garbage rates, rate increases, procedures and costs for setting up new utility accounts, procedures for obtaining lawn watering credits, amounts of previous billings, and possible reasons for high bills; solicits information necessary to open, transfer, adjust and close utility accounts; completes forms necessary to generate work orders for service turn-ons, turn-offs and transfers, meter final reads, re-reads and tests, and other utility services; completes forms necessary to generate such actions as billing address and account name changes, or garbage bill adjustments for vacant units; prepares duplicate bills for customers, reviewing records to determine amount owed.

Receives questions/complaints regarding billing in person, by mail and telephone; records name, address, telephone and account number, and nature of complaints and refers to inspectors for action; solicits information, such as age and number of occupants in house, necessary to determine eligibility for elderly discount on billing; completes forms to establish account discounts and makes appropriate notes in files; establishes garbage only accounts; attempts to trace delinquent fees; notifies customers about delinquent accounts to secure payments.

Follows up with citizens to determine whether services were satisfactory.

Reviews license fee collection receipts, daily and monthly activity reports, and other reports submitted by inspectors; ensures that documentation is complete and appropriate action was taken.

Requests impounding of vehicles with excessive delinquent parking tickets to comply with regulations and achieve collection of fines; receives, records, and investigates code violation complaints.

Receives requests by telephone for building, mechanical, and other inspections; records requests and dispatches by radio to appropriate inspector; transmits information between homeowners, contractors, and inspectors regarding special instructions, complaints, and results of inspections.

Types or uses computer to prepare correspondence, memoranda, reports and other materials, and to maintain records from copy, rough draft or general instructions; composes routine correspondence from instructions and established guidelines; provides clerical support to higher level employees in performing general office operations, such as filing, maintaining logs and records; serves in place of such employees in their temporary absence.

Delivers, distributes, and collects mail, supplies, and other materials; operates adding machines/calculators to perform mathematical calculations; operates copier, microfiche viewer, on-line computer terminal, computerized cash register, or base unit radio.

Performs related work as required.

Knowledge, Skills & Abilities

Working knowledge of: effective customer service practices and techniques; office records keeping practices and methods; standard office practices, procedures and equipment usage; business English and the rules and accepted practices of grammar and composition.

Ability to acquire working knowledge of: the services, functions, established policies and procedures of the department or area to which assigned and to make routine decisions in accordance with same.

Ability to: maintain records and files and prepare routine reports; communicate effectively with persons of diverse socio-economic backgrounds; understand and follow oral and written instructions; establish and maintain effective working relationships with other employees and the general public.

Minimum Qualifications

Graduation from an accredited high school and one (1) year general office or clerical experience, including six (6) months customer service, public contact, or cashiering experience; some positions require typing skills; or an equivalent combination of training and experience.

Licenses or Certifications

Possession of a valid drivers license may be required.

Comments

During periods when the Mayor issues an emergency declaration for the City of Tampa, all employees may be required to work in preparation, response or recovery activities related to the stated emergency.

CLASS: 001200; EST: 8/12/2013; REV: ;