Senior Customer Support

1. Lead, plan, train, and review the work of staff responsible for providing customer service
functions and services; participate in performing the most complex work of the unit.
2. Train assigned employees in their areas of work including customer service related methods,
procedures, and techniques.
3. Verify the work of assigned employees for accuracy, proper work methods, techniques, and
compliance with applicable standards and specifications.
4. Provide training and instruction to co-workers and employees in other departments in how to
utilize assigned computer applications, programs, and modules; answer questions regarding
system problems; troubleshoot hardware and software problems; assist in the general
maintenance of computer and computer-related equipment.
5. Perform the full range of customer service duties; provide customer service and assistance to the
public; answer telephone calls regarding water and sewer service and billing, business taxes,
sanitation issues, parking citations issues, dog licensing, and transit issues; serve as receptionist;
screen and direct calls.
6. Provide customer service at the counter; assist customers with water and sewer billing and service
issues and parking citation issues and administrative review; process business tax applications,
permit applications, and bingo applications; collect and record payments; issue appropriate
receipts.
7. Perform a variety of clerical accounting duties; participate in the accounts receivable functions;
create and post debit/credit memos to the general ledger; create and reverse invoices posting to
general ledger; coordinate with accounting regarding payments posted/reversed and refund
reports; create and maintain customer payment arrangement for dunning procedure; monitor and
research outstanding accounts receivable and generate letters to expedite payment.