New Job Customer Service Representative In Missouri

Several positions available with the Water Department, Consumer Services Division and Revenue Protection Division located at 4800 E. 53rd St; and with the General Services Department, Executive Office and Finance and Safety Division located at 414 E. 12th St.
Salary Range: $18.37-$28.01/hour
Normal Work Days/Hours: Monday-Friday, 8:00 a.m.-5:00 p.m. *Telework with Consumer Services may be available after 6 month probationary period based on performance.
Application Deadline Date: June 26, 2023

Consumer Services:

• Provides professional, courteous, accurate, and timely service to internal and external customers regarding water service questions and concerns.
• Maintains and promotes positive customer relations and goodwill.
• Communicates directly with customers via phone or in person.
• Updates customer account records via data entry
• Investigates and resolves general customer inquiries, requests, complaints, account and billing issues in a timely and accurate manner through research, account analysis, and referencing ordinances, policies and procedures.
• 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.
• Routes information to appropriate departments for investigation or follow-up.

Revenue Protection:

• Communicates directly with customers via phone in a professional and courteous manner.
• Updates customer account records via data entry.
• Resolves customers inquiries, requests, complaints, account and billing issues in a timely and accurate manner through customer account reviews and referencing ordinances, policies and procedures.
• 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.
• Routes information to appropriate divisions for investigation or follow-up.
• Provides support to the Revenue Protection Division by assisting in the collection of delinquent accounts and bad debt.
• Makes outbound and takes inbound calls from delinquent customers.
• Negotiates payments and assists the Contact Center with consumer phone calls and overflow calls from the Contact Center.

General Services:

• Multitasks, prioritizes and manages time effectively.
• Processes orders, prepares correspondences and fulfills customer inquiries to ensure customer satisfaction.
• Handles walk-in and maintains a positive, empathetic, and professional attitude toward customers.
• Responds promptly to customer inquiries.
• Resolves service problems by clarifying the customer's complaint/concerns.
• Communicates with customers and management through various channels.
• Schedules and orders meals for division managers meetings.
• Manages a general calendar for office workflow.
• Performs related duties as required

REQUIRES high school graduation and 1 year of public or private sector experience in customer service work; OR an equivalent combination of qualifying education and experience. For Consumer Services, preference given for previous call center experience.

URGENT!!! CRITICAL RECRUITMENT INFORMATION

QUESTIONS REGARDING AVIATION POSITIONS SHOULD BE DIRECTED TO THE AVIATION DEPARTMENT AT 816-243-3010.

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 § 4211).