Facility Customer Care Agent

Customer Service Representative

Thank you for considering employment with the City and Borough of Sitka. The following information is provided to give potential applicants awareness regarding the job.

If a range of pay is advertised, starting pay dependent on experience and qualifications aligned with job requirements.

Primary Purpose of Job & Essential Duties/Responsibilities

The primary purpose of this position is to provide customer service in the collection of payments received by mail or in person, to assist customers with utility services, and to respond to questions from customers about utility services and payment. Under the direct supervision of the Budget/Treasury Officer, the employee works independently on assigned duties and responsibilities.

Essential Duties and Responsibilities

• Serves as the primary, initial contact at the front counter of the payment office
• Directs phone calls to appropriate departments
• Processes payments received by mail or in person
• Processes applications and work orders for utility accounts
• Researches ambiguous and unreadable payments
• Provides answers to or deals with complicated questions or problems regarding utility services or payments
• Performs daily cash and check reconciliation
• Secures revenue by verifying and posting receipts and resolving any discrepancies
• Prepares insufficient check collection letters and pursues payment
• Processes autopay batches for moorage accounts for each billing cycle
• Performs other duties as assigned

Knowledge, Skills, & Abilities

Knowledge of:

• General office practices and procedures

Skills in:

• Operating a personal computer using standard software, such as Word, Excel, and Outlook, and customized financial, accounting, and auditing software
• Organizing, maintaining, and managing a wide variety of records and files, including financial and legal records, both in paper and electronic form
• Prioritizing work while focusing on multiple tasks that require meticulous attention to detail
• Providing customer service including answering questions, handling payments, and dealing with routine problems

Ability to:

• Recognize and maintain confidential information
• Produce high quality work that has been self-reviewed for accuracy
• Work independently based on general instruction and in compliance with policies and procedures
• Communicate effectively with others, both orally and in writing, using both technical and non-technical language
• Understand and follow oral and written policies, procedures and instructions
• Use logical and creative thought processes to develop solutions according to written specifications and oral instructions
• Perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines
• Quickly learn and put to use newly acquired skills and knowledge

Minimum Qualifications & Other Job Requirements/Expectations

Minimum Qualifications

• High school diploma or GED; and
• One year of experience in customer service, bookkeeping or accounting, or cash handling; or
• Any equivalent combination of experience, education, and training which provides the knowledge, skills, and abilities necessary to perform the work

Other Job Requirements or Expectations

None

Working Conditions & Physical Requirements

Working Conditions:

• General office setting

Specific Physical Requirements:

• Operating office equipment requiring repetitive hand movement and fine coordination using a computer and keyboard on a daily basis
• Stand or sit for prolonged periods of time either in front of computer
• Occasional bending, climbing, stooping, reaching, and twisting
• Occasionally lift, carry, push, or pull objects up 50 pounds with or without the assistance of proper equipment

General Physical Requirements:

• Sufficient clarity of speech and hearing or other communication capabilities which permits the employee to communicate well with other employees and the general public
• Sufficient vision or other powers of observation which permits the employee to use a computer screen and process numeric data
• Sufficient manual dexterity which permits the employee to operate a computer keyboard and access files
• Sufficient personal mobility and physical reflexes which permits the employee to move about in an office environment

Please reach out to the City and Borough of Sitka Human Resources Office if you have any questions or concerns.

The City and Borough of Sitka (CBS) offers a competitive benefits package to eligible employees that may include:

• Medical/Dental/Vision (90% employer, 10% employee for full-time employees)
• Life Insurance
• Dependent Life Insurance
• Long Term Disability
• Flexible Spending Accounts Health and Dependent Care
• Mandatory employee/employer contributions to State of Alaska Public Employee Retirement System (PERS)
• Mandatory employee/employer SBS contributions
• 457 Deferred Compensation Plan
• Employee Assistance Program
• Paid Leave Plan
• 10 Paid Holidays
• Floating Holidays