CUSTOMER
SERVICE CLERK I/II
DEFINITION
To perform
responsible money handling and customer service work in the collection of
municipal revenue payments for the water and sewer utilities, permits, and
other revenue functions; and to sort and process all incoming and outgoing
mail.
DISTINGUISHING CHARACTERISTICS
Customer Service Clerk I - This is the entry level class within the
Customer Service Clerk series.
Positions at this level typically perform similar duties as the Customer
Service Clerk II, but are not expected to perform with the same independence
and judgement on matters related to established procedures and methods. This class is typically used as a training
class in that positions may have only limited related work experience.
Customer Service Clerk II - This is the journey level class in the
Customer Service Clerk series.
Positions at this level are flexibly staffed and are normally filled by
advancement from the I level, or when filled from the outside, require prior employee
training and development experience.
Appointment to the II level requires that the employee be performing the
full range of duties as assigned independently, and meet the qualification
standards for the class. The Customer
Service Clerk II class is distinguished from the Customer Service Clerk I in
that incumbents of the II 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.
SUPERVISION RECEIVED AND EXERCISED
Customer Service Clerk I:
Receives immediate
supervision from the Customer Service Supervisor. Receives functional and technical supervision from the Senior
Customer Service Clerk.
Exercises no
supervision.
Customer Service Clerk II:
Receives general
supervision from the Customer Service Supervisor. Receives functional and technical supervision from the Senior
Customer Service Clerk.
Customer Service Clerk I/II (continued)
Exercises functional and
technical supervision over assigned clerical staff.
EXAMPLES OF DUTIES - Duties may include, but are not limited to,
the following:
Collect and
accurately account for all incoming municipal revenues; balance cash drawer
with daily data entry of payments.
Sort and process all
incoming and outgoing mail; and maintain an accurate mailing report.
Process water utility
payments mailed to the office; and input information into the computer system.
Identify and process
miscellaneous municipal service billing payments mailed to the office.
Prepare monthly
report of postage used by individual departments.
Participate in
monthly service disconnections for delinquent accounts.
Balance petty cash
weekly and make check request to maintain minimum cash balance.
Perform as back-up
person to the Senior Customer Service Clerk; key in meter books and assist in
billing functions including: preparing prior billing reports, processing
re-reads and making necessary corrections, daily updating of work orders for
account maintenance, and running final bills for customers who have relocated
and mailing water utility bills.
Assist the Customer
Service Supervisor in maintenance and billing of privilege license accounts.
Respond to general
citizen inquiries and complaints or make appropriate referrals.
Perform related
duties as assigned.
QUALIFICATIONS
Customer Service Clerk I:
Knowledge
of:
Procedures and forms used in
municipal revenue collection.
City departments and their
functions.
Basic mathematical principles.
CITY OF SALISBURY
Customer Service Clerk I/II (continued)
Principles and procedures of record
keeping and reporting.
Ability
to:
Perform accurate arithmetic
calculations.
Operate office equipment including
typewriter, calculator, and computer terminal.
Operate postage machine.
Establish
and maintain cooperative working relationships with those contacted in the
course of work.
Communicate clearly and concisely,
both orally and in writing.
Respond
to public complaints, inquiries, and requests for service in a tactful,
effective manner.
Must be able to physically perform the basic life support functions of walking, fingering, grasping, talking, hearing, and repetitive motions.
Must be able to perform sedentary work, which includes exerting up to 10 pounds of force occasionally and/or a negligible amount of force to lift, carry, push, pull or otherwise move objects.
Must have the visual acuity to prepare and analyze data and figures, operate. typewriter or computer terminal, and determine the accuracy, neatness, and thoroughness of the assigned work assigned
EDUCATION, EXPERIENCE AND TRAINING
Any combination of
education, experience and training that would likely provide the required
knowledge and abilities is qualifying.
A typical way to obtain the knowledge and abilities would be:
Education:
Equivalent to the completion of the
twelfth grade.
CITY OF SALISBURY
Customer Service Clerk I/II (continued)
Experience:
No
experience is required. One year of general
clerical or cashiering experience is desirable.
Training:
None.
Customer Service Clerk II:
In addition to the
qualifications for Customer Service Clerk I:
Knowledge
of:
Municipal billing practices and
procedures.
Municipal meter books.
Ability
to:
Key in meter reading books.
Perform various billing functions
including processing, correcting, and mailing bills.
Prepare and maintain accurate
records and reports.
Must be able to physically perform the basic life support functions of walking, fingering, grasping, talking, hearing, and repetitive motions.
Must be able to perform sedentary work, which includes exerting up to 10 pounds of force occasionally and/or a negligible amount of force to lift, carry, push, pull or otherwise move objects.
Must have the visual acuity to prepare and analyze data
and figures, operate. typewriter or computer terminal, and determine the
accuracy, neatness, and thoroughness of the assigned work assigned
Customer Service Clerk I/II
EDUCATION, EXPERIENCE AND TRAINING
Any combination of
education, experience and training that would likely provide the required
knowledge and abilities is qualifying.
A typical way to obtain the knowledge and abilities would be:
Education:
Equivalent to the completion of the
twelfth grade.
Experience:
One year of responsible cashiering
experience.
Training:
None.
LICENSE OR CERTIFICATE
None required.