Customer Service Clerk

Performs basic clerical duties:  answer telephones; transfer calls and takes messages; greet people coming into the office; types correspondence; files correspondence and other City documents; data entry; may respond to customer inquiries; processes routine paperwork; performs basic record-keeping activities; may perform cashiering duties; may process collection activity on delinquent accounts; may enter data via computer to generate customer bills and work orders or to process paperwork; performs other clerical duties as required.

I. May enter data via computer terminal to generate customer bills and work orders or to process paperwork. 

• Receives, reviews, and enters information to City files.
• Updates City files with information obtained from customers, City employees, and other sources.
• May enter adjustments to account files or other records.
• Adds special fees to files, accounts, or other records as indicated by work orders or City procedures.

II.  May respond to customer inquiries.

• Obtains information from various sources regarding accounts, problems, etc., from phone calls, written inquiries, or in-person visitations.
• Performs necessary research from City records via computer terminals or City files.
• Explains and responds to customer inquiries by phone, by letter, or in person.
• Corrects City records based on established guidelines or as instructed by supervisor. 

III.  Processes payments from customers.

• Receives and records payments in person or by mail.  Issues necessary paperwork and receipts.
• May use cash processing equipment to apply payments to proper accounts.
• May prepare payments for deposit.
• May issue refund of overpayment with supervisor's permission.

 IV.  May compile and maintain accounting records.   

• Performs accounting activity which may include the preparation of various ledger reports or other accounting reports of records, necessary for the proper maintenance of departmental information.
• Writes or types information from bills, receipts, or other documents, copying information from one source to another.
• Periodically reviews records to ensure that they are accurate and current.
• Makes changes as needed to make records accurate and complete.
• Reviews records to retrieve information of past transactions.

 V.  May process collection activity on delinquent accounts.

• Contacts by phone, by letter, or in person those customers whose accounts are in arrears.
• Generates appropriate documentation via computer terminals to establish or discontinue City services.

VI.  Performs basic clerical duties.

• Types correspondence.
• Answers telephones, transfers calls, and takes messages.
• Files correspondence and other City documents.
• Performs other clerical duties as required.