Lobby Customer Service Specialist

Two full-time positions 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. to 5:00 p.m.*Overtime may be scheduled by Supervisor
Application Deadline Date: December 04, 2024


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.


Qualifications

• Provides professional, courteous, accurate, and timely service to internal and external customers regarding water service questions and concerns.
• Assists customers in person during lobby hours and will accept inbound and make outbound phone calls to customers with high delinquent balances.
• Communicates directly with customers in person or via phone in a professional and courteous manner.
• Responds to and composes professionally written communication via email and letters.
• Assists Customer Service Representatives in accurately and efficiently performing their responsibilities.
• Investigates and resolves complex customer inquiries, requests, complaints, account and billing issues in a timely and accurate manner through research, account analysis, and referencing ordinances, policies and procedures.
• Investigates bad debt accounts/
• Attaches documents to customer accounts.
• Processes incoming / outgoing mail and return mail and processes requests submitted online and/or via the electronic work queue.
• Processes orders for installation, turn-on, discontinuation, or change in water services.
• Clearly and accurately records all customer interactions and changes to accounts, including complaints concerning billing, service rendered or service failures, and routes information to appropriate divisions for investigation or follow-up.
• Processes orders for installation, turn on, discontinuation, or change in water services.
• Works as a member of a customer service delivery team.
• Makes copies of correspondence or other printed material.

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 accommodations@kcmo.org .

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 • 4211).

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• City of Kansas City

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