New Job Customer Service Representative I In Alaska

CITY OF KETCHIKAN

July 10, 2023

TITLE: CUSTOMER SERVICE REPRESENTATIVE I

DEPARTMENT: Finance DIVISION:

STATUS: Regular

Full-Time

HOURS/DAYS: Monday - Friday

8:00 AM – 5:00 PM

GRADE / STEP: 340/ A-K DUTIES: See attached job description

HOURLY: $18.83 - $21.86/hr

DOQ

UNION
STATUS:

YES

Special Requirements:

Equivalent to twelfth grade. One year customer service and routine bookkeeping
experience.

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 I

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 supervision, performs a variety of routine customer service, office, clerical accounting,

receptionist, and cashiering duties in support of area to which assigned; 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 first level in the Customer Service Representative series providing general customer service

support. Positions at this level are not expected to function with the same amount of program knowledge

or skill level as positions allocated to the Customer Service Representative II level and exercise less

independent discretion and judgment in matters related to work procedures and methods. Work is usually

supervised while in progress and fits an established structure or pattern. Exceptions or changes in

procedures are explained in detail as they arise. Positions may be flexibly staffed at either level depending

on qualifications. Promotion from Customer Service Representative I to II is possible, but not automatic,

after one (1) year of satisfactory experience. Positions, including temporary or part-time, may be filled

indefinitely at the Customer Service Representative I level where the employee is expected to perform

only the more routine, repetitive, and less difficult tasks, such as, for example, cashiering,

switchboard/reception, and mail processing.

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 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.

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

3. Performs customer service 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.

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

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

6. 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.

7. 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.

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

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

10. 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:

Basic customer service techniques, practices, and principles.

Basic cashiering techniques.

Basic bookkeeping and clerical accounting principles, practices, and terminology.

Basic 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.

Basic principles of business letter writing and report preparation.

Methods and techniques used in customer service and public relations.

Receptionist and telephone techniques.

Basic mathematical principles.

English usage, spelling, grammar, and punctuation.

Ability to:

Perform responsible bookkeeping, clerical accounting, and customer service duties.

Learn to understand the organization and operation of the City and of outside agencies as necessary to

assume assigned responsibilities.

Learn to 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:

One year customer service and routine bookkeeping experience.

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: 3-40

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