Customer service specialist
Location
Kansas City, MO | United States
Job description
Salary: $19.27-$29.39/hour
Full-time position available with the Water Department, Revenue Protection Division located at 4800 East 63rd Street
Salary Range: $19.27-$29.39/hour
Normal Work Days/Hours: Monday-Friday, 8:00 a.m.-5:00 p.m.
Application Deadline Date: March 18, 2024
Responsibilities - Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
- Uses computers for various applications, such as database management or word processing.
- Creates, maintains, and enters information into databases.
- Receives and resolves customer inquiries and past due account disputes.
- Researches customer account and premise information, including billing history, conflicting water data records and service orders.
- Works delinquent accounts as assigned.
- Provides reminder collection calls to customers with past due accounts.
- Advises customers of account status, negotiates payments and creates payment arrangements.
- Generates service orders for high dollar delinquent turnoffs.
- Generates work orders as directed by field personnel, supervisors and/or management.
- Researches, verifies and updates customer account information.
- Creates legal collection letters based on formatted templates and mails completed letters.
- Reviews returned check and credit card payments for service turnoff and legal action.
- Prepares lien and/or legal packets in effort to collect on bad debt accounts
- Preparse lien releases after verifying required payment received.
- Assigns appropriate fees and make appropriate adjustments to accounts based on policy and procedures.
- Assists call center by taking inbound consumer phone calls when call volume exceeds staffing levels.
- Sets up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as attendance records, correspondence, or other material.
- Operates office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions.
- Maintains scheduling and event calendars.
- Schedules and confirms appointments for clients, customers, or supervisors.
- Make copies of correspondence or other printed material.
Qualifications REQUIRES high school graduation and 3 years of public or private sector experience in customer service work at the level of Customer Service Representative or higher; OR an equivalent combination of education and responsible customer service experience at the level of Customer Service Representative or higher.
Other Information
URGENT!!! CRITICAL RECRUITMENT INFORMATION Applications and/or resumes are evaluated on the information received by the application deadline. Please ensure that your application or resume clearly demonstrates how you meet the minimum qualifications for the position for which you are applying, this includes providing all relevant educational dates and a detailed description of relevant work experience, including months/years of employment. Applications and/or resumes may not be considered if information is incomplete.
In order for a resume to be used in lieu of an application the resume must have been submitted online via the City's Applicant Tracking System.
Positions requiring a high school diploma/GED certificate must be obtained from a school/program accredited by the Department of Education and recognized by the U.S. Secretary of Education.
The minimum education requirement for positions that allow for experience equivalency for an accredited degree is a high school diploma. Unless otherwise specified, an accredited degree must be obtained from a college or university listed with the U.S. Department of Education and recognized by the U.S. Secretary of Education.
For positions with a salary grade of EX6 or higher that require an accredited degree, qualifying professional experience must be obtained AFTER the accredited degree is obtained.
Successful completion of a pre-employment criminal history/background check is required for all positions. Some positions require a post offer drug screen and/or physical.
If appointed, non-residents must obtain residency inside Kansas City, Missouri's city limits within nine months.
The City of KCMO is an equal opportunity employer that values diversity and inclusion in the workplace. The City is committed to providing a workplace environment for its employees and citizens free from discrimination based on race, color, sex (including pregnancy), national origin, religion, age, disability, marital status, genetic information, sexual orientation, or gender identity. For more information, please see our EEO Policy
The City of KCMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 816-513-1908 or send an e-mail to
[email protected] .
If claiming military veterans' preference points, you must attach a copy of your DD-214 or a DD-256 (for reservists). To claim veterans' points you must have served 180 days of regular active duty service and be discharged or released under honorable conditions during peacetimes or 90 days of active duty service, one (1) day during "wartime" and a last discharge or release under honorable conditions. (DOD) 38 U.S. Code
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