The Customer Service Representative provides customer support at the front reception desk at City Hall and assists the Utility Billing Department with customer accounts. May assist with providing support to the upstairs reception desk.
- Provides first point of contact, by phone and in person for all visitors and provides information, directions, responses and/or referrals, including residents of Chaska, contractors and guests to the City. This includes notifying appropriate staff of their visit, ensures they are directed to the right office/meeting room, and performs special tasks as needed or requested.
- Stays informed on all relevant City information and responds to questions (i.e. voting, road closures, power outages, etc.)
- Discusses and creates, with team, any needed policies and procedures for customer services desk areas.
- Identifies and/or processes requests for needed maintenance and repairs.
- Assists with taking mail to the post office at the end of the day and may take deposits to the bank on occasion.
- Processes new resident paperwork move in and outs, and utility deposits.
- Receives and processes payments for Utility Billing, answering questions and responding to difficult customer issues regarding accounts and disconnects.
- Processes payments for general and City services including hydrant permits, licensing and accounts receivables.
- Manages cash drawer, ensuring its security, running reports at end of shift, and seeing that cash is taken to secure office for counting the following day.
- Sorts, opens, and delivers mail, and packages, and checks outside drop box for mail and payments to be processed.
- May need to open outside doors and inside conference rooms at start of morning shift; lock and secure doors at end of afternoon shift.
- Ensures computer and point of sale systems are on and running at beginning of morning shift and shut down at end of afternoon shift.
- Process Customer Contracts and payment agreements.
- Maintain customer information in Munis and spreadsheets.
- Ensure work area is stocked and supplies are ordered as needed.
- Performs all other related duties as requested or assigned.
Education and Experience
- High school diploma or G.E.D. required
- Minimum of one year of clerical and customer relations experience required
- Experience using Microsoft Office suite (e.g., Excel, Word, Outlook, etc.) preferred
- Cash handling experience preferred
- Fluency in Spanish preferred
Other Required Knowledge, Skills, and Abilities
- Ability to prioritize and multi-task
- Administrative experience supporting multiple staff
- Demonstrated oral and written communication skills
- Ability to work independently
Equipment Used
- Computer
- Telephone
- Office equipment including copier, fax, printer, calculator and receipt printer
Mental Effort
- Communicate and problem solve with staff and public
- Prioritize work for others while multi-tasking
Physical Requirements
- Sit or stand at desk
- Operate a computer
- Lift up to 25 lbs. on occasion
Working Conditions
- General office environment
- Working independently
- Minimal bending, stooping, walking, lifting
