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The Department of Human Resources is currently accepting applications for the following positions.

CUSTOMER SERVICE REPRESENTATIVE II

  • Type:Open Competitive
  • Salary/Pay Rate:I – $33,519 per year to $44,644
  • Posted Date:03/14/2019
  • Deadline to Apply:03/27/2019 4:30 PM

ANNOUNCEMENT NO.: 20191515

HOW TO APPLY: Download the City of Wilmington Employment Application or visit the Department of Human Resources, Louis L. Redding City/County Building, 800 N. French Street, 4th Floor, Wilmington, Delaware 19801

VACANCY: Department of Finance, Division of Revenue

MINIMUM QUALIFICATIONS: Graduation from high school or GED equivalency. Completion of some additional financial and data processing courses at an accredited school is preferred; or any combination of experience and training which provides the required knowledge, skills and abilities.

REQUIREMENT(S): Must pass a criminal background investigation, pre-employment physical, and drug test. Hours may fluctuate as needed.

NATURE OF WORK PERFORMED: The primary customer service contact for water and sewer customers and property taxpayers with regard to billing and amounts due. Receives cash, checks, and credit card payments, records the transactions and posts to the subsidiary ledgers as required. Provides customer service for parking citations. Requires a high degree of tact, courtesy, and accuracy in handling customer inquiries and complaints by mail, telephone, fax, and in person. Detailed and extensive analysis of customer accounts is performed requiring thorough knowledge of all water billing operation and procedures, as well as property tax procedures. Submits adjustments and issues for corrections. Must be able to operate independently, but understand when the supervisor must be informed of situations and circumstances. Responds to requests from law and real estate firms and mortgage companies as to water, sewer, and property tax liabilities on properties. Responds to customers’ needs with regard to senior/disabled citizens discounts or exemptions and real estate transfer tax forms. May sort mail, process return mail or research complaints and returned checks. Does other work as assigned or required. Reports to work and works under the supervision of the Revenue Supervisor.

EXAMPLES OF WORK PERFORMED (Illustrative Only): Enters cash receipts, using PC, into two separate and different automated accounting systems utilizing dual cash drawers, issuing receipts, verifying transactions for completeness and accuracy, and preparing currency and checks for the daily bank deposit for both systems. Issues resident parking permits. Responds to inquiries by telephone, or otherwise, using accounts maintained on an on-line computer database. Prepares adjustments to water and property tax bills. Prepares adjusted customer water/sewer or property tax bills as required. Prepares information for invoices to be used in connection with settlements on real property. Sorts mail, re-addresses returned mail, and processes returned checks. Performs all related work as required.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES: Good knowledge of basic bookkeeping and accounting principles, practices, and procedures. Good knowledge of computer operations and the operation of office equipment. Ability to work under pressure and maintain a calm composure in handling inquiries and complaints. Good communication skills both orally and through written correspondence. Mathematical aptitude and the ability to use data entry equipment and software. Ability to manage time and operate independently as required. Resourceful. Ability to establish and maintain effective working relationships with other employees and the public.

RESIDENCY: City residency required within six months of employment.

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