NATURE OF WORK

This position serves the public through providing the highest level of customer service by successfully completing teller, cashier, and basic clerical duties.

GENERAL STATEMENT OF DUTIES

Under general supervision, performs work of routine difficulty while providing professional, quality customer service that consistently meets or exceeds the needs of the customer. Includes performing a wide variety of communication-related tasks; processing data and billing transactions, receiving calls and requests for services from citizens and entering requests for service, recording, filing, and performs related work required.

Essential Functions (Illustrative Only)

Performs clerical duties associated with customer service adn general billings, which may include utility billing, business license, permits and other miscellaneous billings as necessary.

Communicates with customers or other individuals to answer questions, gather information, reconcile discrepancies, handle complaints, and facilitate collections.

Uses appropriate electronic and software applications to record and reconcile customer service needs and accurately processes billings and payments in adherence to Four Rivers policy and procedures.

Uses appropriate electronic adn software to record and reconcile customer service needs and to accuratley process billings and payments in adherence to Company policy and procedures.

Gathers, assembles, tabulates proofs, extends, balances, summarizes, and posts fiscal and customer service related data.

Serves as an information resource to the general public. May be required to locate requested information through additional sources.

Answers questions regarding Company services, payments or account balances for internal and/or external customers.

Input work orders for Four Rivers services as defined by the customer need.

Act as casier. Totals cas receipts when required.

Performs general office duties such as filing, typing, data entry, answering the phone, and sorting and collecting and distributing mail; operates a wide variety of office equipment including but not limited to, a multi-line phone, fax, copier, personal computer, and two-way radio.

May assist with training new clerical personnel.

Adheres to all safety procedures, practices and requirements.

Provides superior internal adn external customer service.

Contributes to a positive teamwork environment through respectful communication, active listening and support for the Customer Service team's goals and objectives.

Represents Company and its policies in a positive manner internally and externally.

Maintains reasonable and customary attendance.

Performs other duties as assigned.

SUPERVISION RECEIVED

Work is in a team environment under the general supervision of the Customer Service Manager or other administrative superior who assigns and reviews the work. Completed work is reviewed as needed for accuracy and timeliness, adherence to rules and processes and for overall results achieved.

SUPERVISION EXERCISED

Supervision is not a responsibility of this class.

WORKING CONDITIONS & PHYSICAL DEMANDS

Work is performed primarily in an office setting with occasional walking, standing, lifting, bending, or minimal physical activities carrying items up to 25 pounds. Many tasks may have set deadlines and involve volume processing. Work is reviewed through the department’s quality assurance program for accuracy, policy compliance, customer service abilities and completeness. Some driving may be involved.

Knowledge, Skills and Abilities (KSAs)

Proven internal and external Customer Service skills: Can manage difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance.

Knowledge of: customer service principles and practices, various Company services, and Company terminology and procedures.

Knowledge of MS Office Suite or other word processing, spreadsheet and database software standard that may be adopted by Company, the operation of office equipment and machines and personal computers.

Skill in Problem Solving: Can gather and analyze information skillfully; develop appropriate solutions; works in group problem solving situations; use reason even when dealing with emotional topics.

Skill in performing basic data entry, bookkeeping practices and of basic arithmetic calculations and in accurately using calculator, and billing and posting machines.

Ability to communicate clearly and persuasively in positive or negative situations; listens and gets clarification.

Ability to contribute to building and maintaining a positive team work environment.

Ability to maintain the confidentiality of communications, files and documents.

Ability to provide the highest level of internal and external customer service.

Ability to maintain reasonable and customary attendance.

ACCEPTABLE EXPERIENCE AND TRAINING:

High School Diploma or G.E.D. Three (3) year of office clerical/customer service experience, with experience in the use of a personal computer, or any equivalent combination of training and experience. Must have one (1) year cash handling experience.

ADDITIONAL REQUIREMENTS:

In those positions where driving in a part of the job duties; Valid Illinois Driver's License. Ability to work well with the general public.

Job Type: Full-time

Pay: $23.00 per hour

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Rockford, IL: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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