Senior Customer Service Representative

Job Title: Senior Customer Service Representative

Salary range: $23.89 to 28.37 per hour DOE/Q Plus Benefits

Location: Sitka, AK

Department: Finance

Hours: Full-time;Benefitted

Start date: Negotiable

Job Description:

PRIMARY PURPOSE OF JOB

The primary purpose of this position is to perform technical and clerical oversight and support for Treasury to ensure security of daily cash receipts, resolve more complex or controversial utility services and payments problems, assist in resolving budget and purchase order questions, and the preparation of journal and budgetary entries.

Under the direct supervision of the Budget/Treasury Officer, the employee works independently on assigned duties and responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • As necessary, processes, enters, and secures payments received by mail, email, phone or in person
  • As necessary, processes applications and work orders for utility accounts
  • Provides answers to or deals with complicated or controversial questions or problems regarding utility services or payments
  • Researches ambiguous and unreadable payments
  • Oversees daily cash reconciliation and balancing and performs when necessary
  • Performs daily credit card/check reconciliation and balancing
  • Oversees or updates credit card information for utility and harbor accounts as necessary
  • Processes autopay batches for utility and moorage accounts for each billing cycle
  • Secures revenue by verifying and posting receipts and resolving any discrepancies
  • Prepares insufficient check collection letters and pursues payment
  • Monitors open purchase order listings and prepares year-end open purchase order list for soft-close
  • Performs daily cash flow analysis and external banking functions in coordination with the Budget/Treasury Officer
  • Performs other duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

  • Principles and practices of a municipal purchasing system
  • General office practices and procedures
  • Basic accounting principles

Skills:

  • 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 complicated or controversial 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

  • High school diploma or GED, some college credits in bookkeeping or accounting or business management, preferred; and
  • Three years of experience in customer service, bookkeeping or accounting, and cash handling; or
  • Any equivalent combination of experience, education, and training which provides the knowledge, skills, and abilities necessary to perform the work

WORKING CONDITIONS AND 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
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