Customer Service Associate - Solid Waste

City of Richland

2d•$27 - $37•Onsite

About The Position

Performs administrative support work assisting customers in person and by telephone, receiving and providing customer service information, preparing and processing billing, cashiering, scheduling, providing general clerical support duties and related work as apparent or assigned. Work is performed under the close supervision of the Solid Waste Manager (supervisor).

Requirements

Valid driver’s license.
High school diploma or GED and one (1) year experience providing customer service.
Knowledge of: Applicable Federal, State, and local laws, rules, codes and regulations.
Basic math and computer skills.
Proper telephone techniques and etiquette.
Various financial, utility, and document management enterprise software systems.
Modern office practices, methods, procedures and equipment.
Record-keeping principles, procedures, and techniques.
Proper cashiering procedures, to include making accurate change, reconciling cash drawers, and preparing deposits.
Correct English usage, grammar, spelling, punctuation and vocabulary.
Skills and abilities to: Provide excellent customer service.
Handle transactions accurately and efficiently.
Learn to interpret, apply and explain laws, codes, regulations, policies and procedures.
Learn and adhere to typical office policies, rules and practices.
Type at least 35 wpm with accuracy.
10-key by touch with speed and accuracy.
Data entry (Alpha-Numeric) by touch with speed and accuracy.
Understand and follow oral and written directions.
Work with and maintain confidential information.
Communicate effectively both orally and in writing; comprehend and use English effectively including producing all forms of communications in a clear, concise and understandable manner to intended audiences.
Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; work independently with little or no direction, organize own work, set priorities and meet critical time deadlines.
Operate modern office equipment including personal computer equipment using standard or customized software application programs.
Use tact, initiative, prudence and independent judgment within general policy, procedural and legal guidelines.
Establish, maintain and foster positive and effective working relationships with those contacted in the course of work.

Nice To Haves

Prior administrative or customer service experience in solid waste.
Prior cash handling and billing experience.
Experience working with Wasteworks or comparable software.

Responsibilities

Assists customers at scale house window; obtains weight records as customer vehicles enter the scale; collects and receives payment; exchanges information regarding contents of incoming materials; directs customers to designated area for disposal.
Researches and responds to questions and complaints concerning services, payments, billing, rates, or changes regarding procedures; escalates any concerns that need supervisor assistance.
Prepares and distributes invoices according to established procedures; checks balances; requests corrections for billing errors and may adjust (if applicable) to assure accuracy.
Balances cash drawers and prepares bank deposits; records and summarizes daily transactions.
Maintains a high level of confidentiality and discretion in working with customer information, including Payment Card Industry (PCI) regulations.
Organizes and coordinates office functions; receives and processes division mail; receives telephone calls and provides information as appropriate; prepares and sends correspondence and notifications according to established procedures.
Creates and edits customer accounts; schedules collection services; completes scheduling protocols for use by Solid Waste Collections staff; creates service orders for repairs, deliveries, and removal of waste containers.
Processes contracts for drop box services; reconciles extra services completed on routes with their associated fees; and prepares reports, charts and graphs as requested for division operations and regulatory purposes.
Maintains records and files pertaining to divisional operations, programs and expenditures; may assist with public records requests for division.

Benefits

Excellent open access (preferred provider) medical plan with substantial City-paid contribution
City-paid dental and vision plans
City-paid Life and Accidental Death & Dismemberment Insurance (equals two times the employee's annual salary)
City-paid Long-Term Disability Insurance
Participation in the State of Washington's Retirement Plan (PERS)
Paid Time Off (PTO)
10 Paid Holidays
4% City-match deferred compensation with 457 and 401(a) plan options
Senior Management Level = additional 4% City-paid into the 401(a) Plan
Management Level = additional 3% City-paid into the 401(a) Plan
Supervisors or Exempt Level = additional 1% City-paid into the 401(a) Plan
Extended Sick Leave (ESL)
Section 125 - Flexible Benefits Plan (Medical/Dependent Care)
City Paid and Employee Paid Retirement Health Savings Plan
Employee Assistance Program