Lead Customer Service Representative
Lead Customer Service Representative
Posted on :
26-07-2025
Employer Active
1 Vacancy
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Job Description
Description
Under direction leads oversees and participates in the more complex and difficult work of staff responsible for providing a variety of routine to difficult financial statistical and accounting office support for general accounting billing and cashiering functions; provides information and assistance to customers the general public and other City staff and departments; maintains files and records; and performs general office support duties including typing and record keeping.Examples of 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.
- Lead plan train schedule and review the work of staff responsible for providing customer service functions and services; participate in performing the most complex work of the unit.
- Train assigned employees in their areas of work including customer service-related methods procedures and techniques software updates new policies.
- Provide first level response for escalated customer service issues.
- Verify the work of assigned employees for accuracy proper work methods techniques and compliance with applicable standards and specifications.
- Perform a variety of responsible customer service clerical accounting and office support duties in support of assigned function or program area including in the areas of general accounting utility billing and cashiering backup to the Accounting Technician for billing.
- Respond to inquiries requests and complaints in person or by phone; provide explanation of established procedures and policies of the work unit and/or designated program area; refer customers to appropriate personnel as necessary; start and stop services; solve customer issues and answer customer questions including billing questions.
- Prepare maintain and/or verify a variety of accounting financial and statistical records ledgers logs and files including customer account information files; review information for accuracy and completeness; resolve discrepancies and arrange for needed corrections; forward information to appropriate departments.
- Create new utility customer accounts; obtain required information from customers to begin or discontinue water service; verify existing credit history information; receive customer payments and guaranteed deposits for service; issue receipts as necessary.
- Process all monies received for the City whether by cash check or bankcard; collect fees and other monies for various City services issuing receipts preparing deposits and balancing accounts on a regular basis; extend payments for overdue bills within specified limits.
- Create print process and file service orders including shut off service orders for failed arrangement.
- Disburse and maintain petty cash records.
- Provide double counts of cash for deposit at other departments as needed.
- Perform a variety of general office support duties such as typing proofreading filing answering the telephone and preparing periodic and special reports.
- Ensure proper authorization and compliance with City policies and procedures.
- Perform related duties as required.
Typical Qualifications
KNOWLEDGE OF:
- Basic principles procedures and methods used in the performance of customer service and clerical accounting duties.
- Customer service techniques practices and principles.
- Principles of lead supervision and training.
- Financial recordkeeping and bookkeeping practices and procedures.
- Basic auditing principles and practices.
- Basic mathematical principles.
- Methods and techniques of proper phone etiquette.
- Principles and procedures of record keeping and filing.
- English usage spelling grammar and punctuation.
- Business letter writing and basic report preparation.
- Modern office procedures methods and equipment including computers.
- Computer applications such as word processing spreadsheet and database applications as well as financial and statistical software.
- Pertinent federal state and local laws codes and regulations.
- Lead organize and review the work of assigned staff.
- Independently perform the most difficult customer service duties.
- Perform a variety of customer services clerical accounting and office support duties and activities in support of assigned function.
- Prepare maintain and reconcile various financial accounting statistical and numerical records.
- Perform a variety of accounting fiscal and statistical record keeping duties
- Make accurate arithmetic calculations.
- Perform ten-key operations by touch.
- Understand and apply pertinent laws codes and regulations as well as organization and unit rules policies and procedures with good judgment.
- Implement and maintain filing systems.
- Work under steady pressure with frequent interruptions and a high degree of public contact by phone or in person.
- Maintain composure and exercise good judgment when answering demanding questions.
- Utilize public relations techniques in responding to inquiries and complaints.
- Prioritize work and coordinate several activities.
- Understand and carry out oral and written directions.
- Type and enter data at a speed necessary for successful job performance.
- Operate and use modern office equipment including a computer and various software packages.
- Adapt to changing technologies and learn functionality of new equipment and systems.
- Use applicable office terminology forms documents and procedures in the course of the work.
- Communicate clearly and concisely both orally and in writing.
- Establish and maintain effective working relationships with those contacted in the course of work.
Equivalent to the completion of the twelfth grade. Additional specialized training or college level course work in accounting bookkeeping business administration or a related field is highly desirable.
EXPERIENCE:- Four (4) years of increasingly responsible customer service and clerical accounting experience INCLUDING
- Two years of experience comparable to that of a Customer Service Representative I/II in the City of Antioch.
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.
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.Supplemental Information
In accordance with applicable federal state and local law the City of Antioch provides equal opportunities for applicants and employees regardless of race gender expression age pregnancy religion creed color national origin ancestry physical or mental handicap genetic information veteran status marital status sex or any other protected class or status. The City of Antioch does not show partiality or grant any special status to any applicant employee or group of employees unless otherwise required by law. The City of Antioch will recruit and hire only those individuals who demonstrate a commitment to service and who possess the traits and characteristics that reflect personal integrity and high ethical standards.
EEO/ADA: The City of Antioch is an Equal Employment Opportunity (EEO) and Americans with Disabilities Act (ADA) compliant employer committed to providing equal employment opportunity to all employees and applicants. If you have a disability and require accommodations in the testing process please contact Human Resources at or prior to the final filing date.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Department / Functional Area
Key Skills
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