The City of Fayetteville is committed to attracting, engaging and rewarding a multi-generational workforce.  By offering a total rewards package including competitive compensation and benefits plans and a purposeful work life, the City is an employer of choice focused on serving our community. 

 

1. Provide good customer service to both internal and external customers, maintain positive and effective working relationships with other city employees (especially members of his or her own team), and have regular and reliable attendance that is non-disruptive. 
2. Maintain an up-to-date and comprehensive understanding of the City of Fayetteville's Code of Ordinances that apply to the Billing and Collections Division and its operations.
3. Have a thorough understanding of the billing process and be able to convey this information effectively to customers.
4. Effectively present information and respond to questions from internal and external customers and the general public, both in person and over the telephone.  Responses may require gathering utility benchmark or historical usage data and cost information; then providing the information in a user-friendly format such as a chart or spreadsheet.
5. Navigate the Hansen program in the processing of impact fees.
6. Exhibit excellent customer service while assisting customers to set up new service, transfer service to new addresses, or disconnect service.  This process includes researching bad debt accounts, setting sewer averages, and assuring that all paperwork is done accurately and in a timely manner.
7. Exercise good judgment when utilizing the position's authority and discretion to turn water service on and off.
8. Assist with the mail processing, which includes running tapes on 10-key by touch, assuring that both lines of the checks match, and that all payment coupons are scannable.
9. Receipt in monies from various sources.
10. Adhere to the Federal Red Flag guidelines and maintain strict confidentiality of the City's customers' information.
11. Research and respond to difficult customer problems and complaints.  Provide solutions to issues identified to senior staff members.
12. Work with bad debt collections, including performing skip tracing, obtaining forwarding addresses and contacting prior customers regarding collections.
13. Assist senior staff members with training of all new customer service representatives.
14. Serve as backup personnel for cashier area and call center as required.
15. Answer phone and forward to appropriate department.
16. Perform filing function in an accurate manner.
17. Other duties as assigned.

1. Secondary duties as assigned.

1. High School Diploma or GED with two (2) years of related customer service and/or cashier experience.
2. Must successfully pass criminal background check, including but not limited to convictions, guilty pleas, or no contest pleas to violent offenses, theft offenses and any offense under A.C.A. § 21-15-103 or A.C.A. § 21-15-111.
3. Have a basic understanding of cash handling principles.
4. Effectively communicate with others orally and in writing.
5. Requires the use of tact, initiative and independent judgment in dealing with difficult citizen complaints, requests for assistance, information or services to the public.
6. Bilingual (English and Spanish) preferred.
7. Must be able to use mathematics involving addition, subtraction, multiplication, division, and/or calculating ratios, rates and percents.
8. Must be proficient in the use of computer and other related software programs such as a basic knowledge of word processing applications (Microsoft Word or WordPerfect), spreadsheet applications (i.e. Excel).  Must be able to effectively operate standard office equipment.
9. Must be able to type a minimum of 40 wpm and perform 10-key calculations at a minimum of 6000 keystrokes per hour (KPH).
10. Must have the ability to prioritize and multi-task.
11. Must be willing to forgo vacation time off during May and August of each year due to volume of student migrations.
12. Must have the ability to learn to navigate in the City of Fayetteville's utility billing software programs.  Must have the ability to learn other software programs such as permit tracking and electronic document management systems for indexing and retrieval.
13. While performing the functions of this job, the employee is regularly required to move about the office area, sit; use hands to finger, handle, or feel; reach with hands and arms; occasionally climb or balance; stoop, kneel, crouch.  The employee must frequently lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds.  Must have specific vision abilities to accomplish computer and office work.
14. While performing the functions of this job, the employee is exposed to a louder than usual office environment.  Individuals must be able to work effectively in an environment that has regular interruptions, numerous visitors and telephone calls from business patrons, contractors, and building professionals.  Working in this environment is required and must not have a negative impact on work productivity.