New Job Customer Service Representative Ii In Alaska

CITY OF KETCHIKAN

July 10, 2023

TITLE: CUSTOMER SERVICE REPRESENTATIVE II

DEPARTMENT: Finance DIVISION:

STATUS: Regular

Full-Time

HOURS/DAYS: Monday - Friday

8:00 AM – 5:00 PM

GRADE / STEP: 344 / A-K DUTIES: See attached job description

HOURLY: $20.79 - $24.11

DOQ

UNION
STATUS:

YES

Special Requirements:

Equivalent to the completion of the twelfth grade. Two years of responsible experience performing duties

comparable to a Customer Service Representative I in the City of Ketchikan or comparable experience

perfroming customer service and routine bookkeeping duties involving considerable public contact.

ADVERTISING REQUIREMENTS
Position is open until filled

WHERE: Local Only Statewide Pacific NW National
PUBLICATIONS: Ketchikan Daily News; Local Job Service; City Website

APPLICANT PROCESSING INSTRUCTIONS

FOR APPLICATION AND COMPLETE JOB DESCRIPTION CONTACT:
HUMAN RESOURCES (907) 228-5631 OR ON-LINE AT:

http://www.ktn-ak.us/jobs

CITY OF KETCHIKAN IS AN EQUAL OPPORTUNITY EMPLOYER

CITY OF KETCHIKAN

CUSTOMER SERVICE REPRESENTATIVE II

Class specifications are intended to present a descriptive list of the range of duties performed by employees in the

class. Specifications are not intended to reflect all duties performed within the job.

SUMMARY DESCRIPTION

Under general supervision, performs the more complex billing, customer service, office, accounting,

receptionist, and cashiering duties in support of area to which assigned; prepares bills and maintains

receivable controls for municipal services; prepares and enforces credit arrangements and collections for

the City; evaluates accounts for write-off or credit bureau action; performs a wide variety of data entry,

billing, and public contact work in support of the assigned customer service function; and maintains a

variety of files and records.

The Customer Service Representative series is responsible for performing a variety of office, clerical,

billing, and cashiering tasks for the Customer Service Section to which assigned and providing

centralized reception and public information for assigned department. The employee must perform these

duties in a manner that reflects positively on the City and the Department.

DISTINGUISHING CHARACTERISTICS

This is the fully qualified working level class in the Customer Service Representative series. Positions at

this level are distinguished from the Customer Service Representative I level by greater independence of

action, responsibility for performing the more difficult and complex tasks of the unit, applying well

developed billing, procedures, collections, and customer service knowledge, and exercising judgment and

initiative. Positions at this level receive only occasional instruction or assistance as new or unusual

situations arise, and are fully aware of the operating procedures and policies of the work unit. Work is

normally reviewed only on completion and for overall results.

REPRESENTATIVE DUTIES
The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or

may be required to perform additional or different duties from those set forth below to address business needs and

changing business practices.

1. Performs all billing operations related to charges for a variety of municipal services; compiles
information from various sources; prints itemized billings and insurance forms and sends to

appropriate parties.

2. Balances monthly receivable controls with out-going billing statements; researches any discrepancies
before notices or statements are sent out.

3. Prepares all credit arrangements for customers with delinquent accounts; evaluates accounts for write-
off or credit bureau action; follows up with correspondence to the customer; sets up payment plans;

notes in the memo field any and all actions taken.

4. Prepares check refunds for accounts with credit balances; analyzes reports and accounts in order to
see which accounts should be refunded; contacts customer to see if they want to transfer refund to

another account or receive a check.

5. Contacts insurance carriers to resolve payment issues, requests for documentation, and clarification of
their explanation of benefits; follows up on outstanding claims; assists customers in appealing

insurance company denials on claims.

6. Maintains security/privacy of appropriate accounts and reports; enforces HIPAA regulations
regarding the release of information documentation and the record keeping involved.

7. Represents the City when court action has resulted due to City accounts being sent to the credit
bureau.

8. Performs a variety of routine cashiering tasks including, but not limited to receiving cash, check, or
credit card payments in person or by mail for a variety of fees, charges, fines, permits, parking tickets,

utility bills, and miscellaneous revenue payments; posts and issues receipts; records payment

transactions in computer system; balances cash and maintains cash balances; prepares and makes

bank deposits.

9. Operates the City's telephone switchboard on a daily basis; receives calls and routes them to the
appropriate party.

10. Performs customer services and assistance to the public at the counter involving reception and public
information tasks; answers customer questions and inquiries or refers inquiries to the appropriate

party; explains steps, appropriate forms, procedures, and requirements for various transactions,

services, or activities; researches, resolves, and responds to customer problems and complaints;

explains departmental policies and procedures to the public.

11. Performs a variety of clerical and office support tasks such as document sorting, processing, filing,
retrieval, and copying; receives, sorts, and posts outgoing mail.

12. Operates a computer terminal to enter payments and new account information, changes to existing
accounts, and related information.

13. Inputs data for fees, fines, permits, parking tickets, utility bills, and miscellaneous revenue payments
to be billed at the end of the month; enters control totals in billing book for billing cycle.

14. Processes financial and statistical information and maintains accounting records and controls for a
variety of utility and other municipal service charges, parking tickets, and receivables ensures

accuracy of all transactions.

15. Prepares taxes for assigned departments as necessary; balances reports and submits information to
department head.

16. Participates in the preparation and maintenance of a variety of files, logs, records, and reports.

17. Performs related duties as required.

QUALIFICATIONS
The following generally describes the knowledge and ability required to enter the job and/or be learned within a

short period of time in order to successfully perform the assigned duties.

Knowledge of:

Customer service techniques, practices, and principles.

Cashiering techniques.

Bookkeeping and clerical accounting principles, practices, and terminology.

Methods, procedures, practices, and terminology used in billing and financial record keeping work.

Office procedures, methods, and equipment including computers and applicable software applications

such as word processing, spreadsheets, and databases.

Principles of business letter writing and report preparation.

Methods and techniques used in customer service and public relations.

Receptionist and telephone techniques.

Mathematical principles.

English usage, spelling, grammar, and punctuation.

Ability to:

Perform the more difficult billing, customer service, office, accounting, receptionist, and cashiering

duties

Understand the organization and operation of the City and of outside agencies as necessary to assume

assigned responsibilities.

Understand, interpret and apply general and specific administrative and departmental policies and

procedures.

Exercise tact and judgment in responding to inquiries and resolving complaints and problems.

Make mathematical computations rapidly and accurately.

Find and reconcile discrepancies in balancing accounts.

Implement and maintain standard filing systems.

Maintain records and reports.

Operate and use modern office equipment including a computer and various software packages.

Operate 10-key calculator by touch.

Type and enter data at a speed necessary for successful job performance.

Work under steady pressure with frequent interruptions and a high degree of public contact by phone

or in person.

Classify, compute and tabulate data.

Perform mathematical calculations including percentages, fractions, and decimals.

Interpret descriptive statistical reports.

Exercise judgment and situational reasoning ability.

Use functional reasoning and apply rational judgment in performing diversified work activities.

Operate a variety of office equipment such as computer terminal, typewriter, telephone, fax machine,

calculator/adding machine and photocopier.

Communicate clearly and concisely, both orally and in writing.

Establish and maintain effective working relationships with those contacted in the course of work.

Education and Experience Guidelines - Any combination of education and experience that would likely
provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities

would be:

Education/Training:

Equivalent to the completion of the twelfth grade.

Experience:

Two years of responsible experience performing duties comparable to a Customer Service

Representative I in the City of Ketchikan or comparable experience perfroming customer

service and routine bookkeeping duties involving considerable public contact.

License or Certificate:

Possession of, or ability to obtain, an appropriate, valid driver’s license.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The conditions herein are representative of those that must be met by an employee to successfully perform the

essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to

perform the essential job functions.

Environment: Work is performed primarily in a standard office setting; extensive public contact.

Frequent contact with city customers, the general public, other governmental agencies, other

employees in City and KPU departments.

Physical: Primary functions require sufficient physical ability and mobility to work in an office

setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach,

and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office

equipment requiring repetitive hand movement and fine coordination including use of a computer

keyboard; and to verbally communicate to exchange information.

Vision: See in the normal visual range with or without correction.

Hearing: Hear in the normal audio range with or without correction.

Grade: 3-44

Union: Yes/GGU

FLSA: Non-Exempt

Date Approved: August 16, 1996

Date Amended: August 19, 1996

Date Amended: June, 2007 (Johnson & Associates)

Date Reviewed: August 2019

Human Resources Manager Approval

City Manager Approval