CUSTOMER SERVICE REPRESENTATIVE II

Responsibilities

The City of Wilmington, a top Delaware employer, has a Department of Finance that oversees many financial functions, including maintaining the City's financial records, billing and collecting amounts due to the City, procurement, the budget, and various administrative services. The Customer Service Representative II reports to the Customer Service Manager. Additional responsibilities include:

Duties and Responsibilities

The primary customer service contact for water and sewer customers and property taxpayers regarding billing and amounts due. Detailed and extensive analysis of customer accounts requires thorough knowledge of all water billing operations and procedures, as well as property tax procedures. Reports to work under the supervision of the Revenue Supervisor and Assistant Supervisor.

• Receives cash, checks, and credit card payments for all payments made to the City of Wilmington.
• Enters cash receipts into appropriate accounting systems with associated cash drawers; issues receipts; verifies transactions for completeness and accuracy; and prepares currency and checks for daily bank deposits.
• Research payments on associated accounting systems to ensure customers receive the proper and most up-to-date invoice information.
• Issues residential parking permits.
• Provides customer service for parking citations, utility billing, and property tax.
• Recommend necessary adjustments to water, sewer, property tax bills, and tickets.
• Has general working knowledge of all City departments.
• Process incoming and returned mail.
• Performs all related work as required.
  
  

Education and Experience

• Graduation from high school or GED equivalency with 1 to 2 years' experience in accounting, finance, customer service, or another related field. Coursework in financial and data processing is preferred.
• Knowledge: Good knowledge of basic bookkeeping and accounting principles. Working knowledge of Excel and Word.
• Skills: Mathematical aptitude and the ability to use data entry equipment and software. Must present a high degree of tact, confidentiality, courtesy, and accuracy in handling customer inquiries and complaints in person, on the phone, and with other forms of communication. Must establish and maintain effective working relationships with other employees and the public.
• Abilities: Ability to perform research and confirm work with proper checks and balances, with a special focus on attention to detail. Ability to work under pressure in a fast-paced, priority-driven, and sometimes hostile environment.
  
  

Working Conditions and Physical Requirements

All selected applicants must pass a criminal background investigation and pre-employment physical.

• Physical Requirements: Must be physically able to lift or move items/objects weighing no more than 25 pounds.
• Vision: This job requires specific vision abilities, including close vision and the ability to adjust focus as necessary. It also requires the ability to see close up and work on a computer.
• Working Conditions: Work is typically performed in an office environment and can be noisy and occasionally hostile.
• Location and Schedule: Work hours are Monday to Friday between 8:30 am and 4:30 pm based on business needs. The position works in the Finance Department at the City/County building, 800 N. French Street, 1st Floor, Wilmington, DE 19801
  
  

Total Compensation

Compensation encompasses both salary administration and a comprehensive benefit package

• Salary Administration: New employees are hired at the starting salary up to the median salary/ step four based on qualifications and internal equity within the classification. Merit increases are given after a satisfactory performance review.
• Benefits: A comprehensive benefits package is available from day one. Visit the website www.WilmingtonDE.gov/Benefits for details.
  
  

Supplemental Information

• Open Competitive: This position is open to all applicants who meet the qualifications both internally and externally.
• To apply online visit our website at: www.WilmingtonDE.gov. Computers are available for interested candidates in the Department of Human Resources, City/County Building, 800 N. French St, 4th Floor, Wilmington, DE 19801. Contact Human Resources at 302-576-2460 to schedule computer use.
• Equal Opportunity Employer.
• The city code provides a preference for eligible current city employees, veterans, and current city residents.
  
  

The City of Wilmington is committed to the full inclusion of all qualified individuals. Consistent with the Americans with Disabilities Act (ADA) and the Delaware Persons with Disabilities Employment Protections Act, it is the policy of the City to provide reasonable accommodation when requested without causing an undue hardship. If reasonable accommodation is needed, please contact Human Resources at 302-576-2466.