Customer Service Representative II

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Customer Service Representative II

Salary

$17.40 Hourly

Location

Las Cruces, NM

Job Type

Full-time Regular

Job Number

L035 06-25 EN

Department

Finance

Opening Date

06/27/2025

Closing Date

7/14/2025 11:59 PM Mountain

Nature of Work

Performs a leadership role providing quality assurance and a variety of customer service and recordkeeping functions for City services and utilities.

Work Situation Factors 
Position involves competing demands, performing multiple tasks, working to deadlines, occasional work beyond normal business hours, and responding to customer issues.  Regular attendance is an essential function of this job to ensure continuity of services.  Position is subject to drug testing in accordance with applicable State and Federal regulations and City of Las Cruces policies

Environmental Factors 
Work is performed in a standard office environment. 

Physical Factors 
Light physical demands with frequent use of a personal computer.

FIRST CONSIDERATION MAY BE GIVEN TO CURRENT CITY EMPLOYEES WHO MEET ALL MINIMUM REQUIREMENTS 

Meeting or exceeding the minimum qualifications does not guarantee an invitation to participate in the process.

This recruitment process may be used to fill vacancies in various City of Las Cruces departments.

Full-Time; Regular; Non-Exempt 

This position is graded RN07.

Duties and Responsibilities

  • Provides direction and training to staff to ensure established processes are followed; reviews work to verify accuracy, completeness, and compliance to codes, regulations, and procedures; reviews, maintains, and updates records in various automated systems, formats, and software for accuracy to ensure data integrity and adherence to internal controls, practices, and policies.
  • Provides customer service, responds to questions and requests for information, explains policies and procedures as authorized to maintain customer relations; refers matters requiring policy interpretation to supervisor for appropriate action and resolution; conducts account research to provide responses to complex customer services issues.
  • Creates and updates appropriate accounts, processes various transactions, receives and records payments, completes necessary forms for utility services, determines and assesses correct security deposits, resolves various problems regarding utility bills as authorized and in accordance with established policies and procedures.
  • Calculates and prepares adjustments and notations to customer's account, subject to supervisor review and approval; performs daily reviews of receipts and reconciles financial transactions to ensure accuracy and compliance with policies, procedures, and regulations to meet established goals and reporting requirements.
  • Performs research and prepares and presents various special and recurring reports to ensure effective, accurate, and timely communication of information; communicates and distributes applicable information to appropriate staff; provides recommendations to assist in the development and implementation of processes and procedures.
  • Performs a variety specialized research and recordkeeping activities and assists with special projects as required; performs administrative support functions which may include time keeping functions, and generating, maintaining, and filing records.

Minimum Qualifications

Equivalent to a high school diploma PLUS three (3) years of experience as a cashier, or teller, or a combination of experience involving extensive public interaction, customer service, and recordkeeping using a personal computer and related software is required.  A combination of education, experience, and training may be applied in accordance with City of Las Cruces policy.  Bilingual skills (English/Spanish) may be required for some positions.
 

Knowledge, Skills, and Abilities

General knowledge of:  principles, practices, and techniques of recordkeeping, records and file management, and basic accounting; effective customer service and problem resolution techniques; methods and standards for preparing business correspondence; business English, spelling, and grammar;  basic and specialized personal computer applications; modern office practices and procedures; mathematical aptitude and cashiering; business and personal computers and related software; City organization, operations, policies and procedures to successfully meet established goals and objectives.

Ability to: resolve customer service issues; communicate appropriately, clearly, and concisely, orally and in writing; act calmly, rationally, and tactfully in carrying out duties and responsibilities; assess and prioritize multiple tasks, projects, and demands to meet critical deadlines and provide timely and effective customer service; perform a variety of duties and responsibilities timely and with accuracy to meet time-sensitive deadlines and to ensure achievement of goals and objectives; maintain confidentiality of sensitive information and data; establish and maintain effective and appropriate working relationships with staff and the public; read, understand, and interpret policies, procedures, rules, and regulations; firmly and impartially lead and direct the activities of staff; research and compile applicable information and maintain accurate records; prepare and present accurate and reliable reports containing findings and recommendations; review documents and extract relevant information; use initiative and independent judgment within established procedural guidelines.

Skills in:  analyzing issues, evaluating alternatives, and making logical recommendations based on findings to address customer, and operational, issues; communicating effectively with employees and the public; reviewing, evaluating, and verifying financial records, mathematical calculations and account documentation; updating financial information, maintaining accurate records, and identifying and reconciling errors;  using sound judgment in applying established guidelines to solve work problems; working independently and using initiative; reading and interpreting rules and regulations; operating standard office equipment and a personal computer with installed generic and specialized software; preparing and presenting information in a clear and concise manner.

To view a summary of benefits offered by the City of Las Cruces,
Benefits - Home

01
Are you a current City of Las Cruces employee? (If you fail to include this information under the work experience section of your application, you may be disqualified from the process).
  • Yes
  • No
02
Position requires at least a high school diploma or GED. Do you meet this minimum requirement? (If you fail to include this information under the education section of the application, you may be disqualified from the selection process.)
  • Yes
  • No
03
Position requires at least three years of experience as a cashier or teller, or a combination of experience involving extensive public interaction, customer service, and recordkeeping using a personal computer and related software. Do you meet this minimum requirement? (If you fail to include this information under the work experience section of the application, you may be disqualified from the selection process.)
  • Yes
  • No
04
Although not required, bilingual skills in English/Spanish are desirable. Do you meet this preference?
  • Yes
  • No

Required Question

Employer
City of Las Cruces
Address
P.O. Box 20000

Las Cruces, New Mexico, 88004
Phone
575-528-3100
575-528-3100
Website
http://www.lascruces.gov
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