Customer Service Representative

There is an available position in the Finance Department for a CUSTOMER SERVICE REPRESENTATIVE.  The position description follows.  Interested Clerical Unit employees may bid for this position by signing below.

Title:                                       CUSTOMER SERVICE REPRESENTATIVE

Department:                          Finance

Physical Classification:       Sedentary to Light Work

Union:                                    Local 13635, Clerical Unit

Wage Class:                          Level A; Non-Exempt, Hourly

Organizational Summary:  The City of Sault Sainte Marie is a municipal governmental structure.  We are a public entity funded primarily by City taxpayer dollars and user fees, working with and for the City of Sault Ste. Marie.

Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.

General Purpose:  Perform clerical duties involved in the payment processing for utility billing, property taxes, licensing, grants and other revenues; interact with the public in a front-line customer service role to providing information to the public, assist with the submission of completed forms, enter work orders or forward complaints to responsible departments and follow up with customers as needed.  Areas of assignment may include financial transactions, sewer and water maintenance, street maintenance, licensing and permits.

This is a broad classification with individual positions assigned to specific functional areas; duties and assignments may overlap depending on the operational needs of the department and staffing levels.

Supervision Received:  Assignments are performed under the supervision of the Deputy Treasurer, or by the Finance Director as a backup scenario.  Assignments are made by the Deputy Treasurer.  Daily work assignments are performed independently according to established procedures and practices with a low level of supervision.  Work is typically checked through accounting controls, report reviews and audit processes.

Supervision Exercised:  None

Essential Duties and Responsibilities:  Employee may be called upon to perform any or all of the following essential duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

1. Serve as primary receptionist for City Hall; greet the public at the front customer service counter, answer and direct calls; provide a high level of customer service and assistance to the general public, City staff and outside agencies.

2. Assist customers with initial processes and routing request to appropriate staff/department if needed.  Examples:   entering request or complaint for administrative review, providing the form or application for service requests.  Requests may be regarding water and sewer service and billing, property taxes, parking citation issues, licensing and permits, various requests and complaints for all city operations.

3. Collect and record all cash receipts and issue receipts for utility, license and other fees.  Record payments in appropriate areas and post receipts to customer accounts as appropriate and utilizing the financial software.  Provide customer with appropriate receipts; count down cash drawer and prepare deposit at the end of each day.  Run cash receipts report to verify deposit amount and respond to questions regarding variances discovered during reconciliation.

4. Work in conjunction with Finance Department staff and other city departments as needed with bulk correspondence, in-house printing and scanning, distributing and/or mailing tasks. 

5. Assist Utility Billing Coordinator and act as back up for this position during scheduled leave.  Work with utility billing customers is supportive role to complete basic account changes such as banking information updates, set up new customer accounts, changes to services and billing, notify customers of applicable fees, and forward applicable information to Utility Billing Coordinator as needed.

6. Create service orders and dispatch to servicing departments in the field for inspections, maintenance and repairs; give direction and information to Service Workers in the field; alert field Service Worker of issues relating to safety; follow up with the customer; update and document pertinent information in completed service order.

7. Participate in processing of customer payment arrangements, mainly for sewer and water customers but possibly including miscellaneous receivables, building department, and code enforcement.  Note customer accounts with scanned agreements or documentation. Process NSF returned items and charges and initiate requests for refunds of overpayments; notify customer, debit account, and follow through to completion.

8. Process various City permits, collect revenue for City licensing and permits coordinate with other departments as necessary.

9. Respond to various inquiries from title companies, realtors and/or general public regarding outstanding balances for any customer account related to a City parcel including all property taxes, utilities, building department/code enforcement, and miscellaneous receivables.

10. Prepare billing, scheduling, and rental agreements for park facilities including Pullar Community Building, Kaines Rink, Sherman Park Pavilion, Harvey Marina, Malcolm Park Ballfields, Aune Osborn Campground, and Community Gardens.

11. Perform related duties as required.

Peripheral Duties: 

1. Work effectively with the public
2. Cross training within department to assure proper coverage
3. Provide relief coverage for Treasurer’s Office
4. Open, sort and distribute mail
5. Operation of general office equipment

Desired Minimum Education and Experience:

1. High School Diploma or equivalent
2. Minimum of one-year general office, clerical, accounting, banking and/or customer service

Necessary Knowledge, Skills and Abilities:

1. Word processing and spreadsheet software, email and basic computer proficiency, ability to adapt to changing technologies and learn functionality of new equipment and systems.
2. Knowledge of general office practices and procedures, ability to work well alone or in a group, establish and maintain effective working relationships with those contacted in the course of work, deal effectively with a variety of interpersonal styles and personalities in an appropriate and diplomatic manner.
3. Methods and techniques of safe cash handling
4. Excellent customer service skills, handle a diverse set of customer comments, inquiries and complaints in a polite and professional manner.
5. Strong interpersonal, written and oral communication skills
6. Ability to work under considerable pressure, work effectively with numbers and written correspondences as required to perform essential and peripheral duties, communicate clearly and concisely, both orally and in writing.
7. Mental alertness, understand and follow oral and written instructions, be of good character, ethical and dependable
8. Excellent organizational skills, accurately count, record and balance assigned transactions, and understanding of procedures of record keeping.
9. Perform data entry, typing, filing and other clerical duties at a speed necessary for successful job performance.
10. Knowledge of or ability to understand pertinent federal, state and local codes, laws and regulations.
11. Valid Michigan Driver License

Physical Requirements:

1. Maintain proper housekeeping within the workspace: to include filing, bending, reaching and lifting up to 20 lbs.
2. Fine and gross motor skills to enter data and operate / manipulate equipment
3. Repetitive motions in data entry/typing, filing and as required in other office tasks
4. Vision: See in the normal visual range with or without correction; vision sufficient to read computer screens and printed documents.
5. Hearing: Hear in the normal audio range with or without correction.    

The description above is intended only as an illustration of the various types of work that may be performed.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.  The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and/or requirements of the job change.  The City of Sault Sainte Marie is an ADA EOE employer.  Please see the Deputy City Manager for a complete description of the physical activities required of this position, working conditions, and/or to request reasonable accommodations.

WAGES AND BENEFITS: 

--> Click here to view the current Clerical Unit labor contract 
--> Click here to view the current Employee Handbook

APPLICATION PROCESS: 

Please submit cover letter, resume, employment application to:
Email:    rtroyer [at] saultcity.com
Mail:      City of Sault Ste. Marie
              Robin R. Troyer, Deputy City Manager
              225 East Portage Avenue
              Sault Ste. Marie, MI 49783

Questions can be directed to Robin Troyer at rtroyer [at] saultcity.com or 906-632-5717.

This search is conducted by an Equal Opportunity Employer (EOE).  Credentials accepted until the position is filled.