Customer Accounts Representative

ABOUT US

The City of Spruce Grove is a fast growing, dynamic city committed to building and maintaining a fiscally responsible community that serves our residents, attracts visitors, and promotes future growth.

The “Values, We Live By” are accountability, communication, leadership, integrity, and respect while we work towards maintaining a work/play balance.

We are an organization that cares, an organization that is committed to our city and committed to you. The City of Spruce Grove is committed to public service, where everyone feels empowered to contribute their best work. We believe that by working together in a spirit of collaboration and respect, we can achieve great things.

THE OPPORTUNITY

This is a customer service focused, front-line position responsible for both cash handling priorities and being the first point of contact for all utility account services and inquiries. This position also provides coverage for front-line reception which comprises operating the multi-line switchboard and providing in-person reception for City Hall. This position has shared accountability with other Customer Accounts Representatives in the same role and works closely with all functional areas of the Revenue Services. This position reports to the Supervisor of Revenue Services.

This is a full-time, permanent position with an annual salary range of $55,491.80 - $ 65,956.80.

RESPONSIBILITIES

1. Cash Handling
- Receipt all funds received at City Hall as well as any funds deposited into general operating account.
- Consolidate all satellite batches to create City's daily deposit.
- Manage utility and tax pre-authorized payment program.
- Calculate pre-authorization amounts and educate customers about program requirements.
- Provide cash handling expertise to satellite locations to promote compliance with City policies and procedures.
- Tabulate and deposit transit cash fares.
- Process NSF returned items and charges.
- Send letter to account owners where incorrect banking information is used.

2. Customer Service
- Provide general municipal information to the public and support City initiatives and programs.
- Create electronic work orders to document and route requests for service.
- Educate customers with general information regarding tax and utility pre-authorized payments.
- Act as the first point of contact for all utility inquiries received via telephone, electronically or in person with the goal of providing same day service. Determine customer needs and explain billing practices and service delivery.
- Examine customer history to determine if applicants have prior debts with the City and discuss with applicant payment of debt.
- Collect utility account information from a variety of sources for the purpose of billing and accurately transfer data to software.
- Promote online services, e-billing and pre-authorized payment plans to customers.
- Administer online services enrollment.
- Balance customer needs with City policies. Maintain discretion and confidentiality when dealing with sensitive information and complex customer concerns, Administration or Council matters.
- Perform other administrative duties including updating and stocking customer account forms, preparing rental form packages and processing unclaimed correspondence.
- Administer bulk water accounts.

3. General Administration
- Assist co-workers within the Revenue Services section and in other departments as requested or required.
- Open, sort, distribute and process in-coming mail.
- Issue monthly Transit bus passes to retail outlets. Reconcile unsold passes once pass sales are closed and maintain transit bus pass inventory.
- Account for visitors during an evacuation in compliance with the City Hall Emergency Response Plan.
- Accept tender submissions.
- Receive and dispatch parcels including providing notification to staff upon receipt.

4. Other Duties
- Understand and adhere to City policies, procedures and standards, whether written or implied, as amended from time to time.
- Act as a steward of the City's Corporate Culture by following the “Values, We Live By”.
- All employees shall act in a safe manner at all times and will report any unsafe conditions, procedures or acts for the benefit of the City. Continual adherence to the City Safety Policy is mandatory.
- Employee are expected to stay current on WHMIS and other safety-related procedures.
- Perform other job-related duties.

QUALIFICATIONS

REQUIRED QUALIFICATIONS:

- Post-secondary one (1) year certificate in Business Administration, General Accounting or equivalent. A combination of education and work experience will be considered.
- Minimum of three (3) years of experience in a cash processing and front-end customer service environment.
- Basic knowledge of accounting principles.
- Advanced communication skills and excellent presentation skills.
- Excellent interpersonal skills.
- Experience with processing cash transactions.
- Ability to prioritize and organize unit's worklo