Customer Service Specialist

Job Description:

Customer Service Specialist

Description

Full-tine position available with the Water Department, Remittance Division located at 4800 E. 63rd St.
Salary Range: $19.27-$29.39/hour
Normal Work Days/Hours: Monday-Friday, 7:30 a.m.-4:30 p.m.
Application Deadline Date: February 26, 2026


Responsibilities

• Manages the Payment Failures Report daily and addresses discrepancies involving payments that failed to be posted to customer accounts.
• Investigates missing and misapplied payments by verifying valid proof of payment along with identifying the correct account or resolution.
• Processes credit card chargebacks by researching disputes, reversing payments, submitting documentation when applicable, tracking outcomes, and notifying customers of resolution.
• Researches RPPS payments that failed account matching and were posted to the suspense account, using Customer and Premise Numbers along with the Commerce ACH Report to identify the correct account when possible.
• Posts Federal Wire payments by reviewing EDI reports received from Treasury
• Reviews the RPPS scrub file to correct invalid customer account information and prevent payments from being routed to the Unidentified Payments report
• Audits the weekly Stop File, to ensure only appropriate accounts are flagged for check suspension; updates account status in KWIC when restrictions should be removed.
• Answers incoming Remittance Line calls and directs them to the appropriate staff; handles missing payment-related calls when applicable.
• Retrieves credit balance refund check details from PeopleSoft and records them in the tracking spreadsheet using a system query.
• Conducts thorough research using the credit balance refund dashboard to identify discrepancies, verify eligibility, and process only valid, unprocessed refunds.
• Assists the Administrative Assistant during absences or high-volume periods to maintain task coverage.
• Provides backup support to Senior Accounting Clerks and Cashiers to maintain continuity of daily operations and assist during peak times or absences.
• Performs related duties as assigned.

Qualifications

REQUIRES high school graduation and 3 years of public or private sector experience in customer service work at the level of Customer Service Representative or higher; OR an equivalent combination of education and responsible customer service experience at the level of Customer Service Representative or higher. Preference given to candidates with at least 1 years' experience conducting detailed payment research and familiarity with KWIC or a similar Customer Information System.


Other Information

Why You'll Love Working with Us - Core Employee Benefits

Comprehensive Health Coverage
Affordable medical, dental, and vision plans with multiple options and low employee contributions.

Generous Paid Time Off
Enjoy vacation, sick leave, and 13 paid holidays-with accruals that grow the longer you're with us.

Secure Retirement Planning
City-funded pension plan plus an optional 457 savings plan to help you build long-term financial security.

Support for Life's Big Moments
Paid parental and bereavement leave to help you navigate major life events with peace of mind.

Tuition Assistance
Get reimbursed for eligible education expenses-invest in your future while you work.

Income Protection
Short- and long-term disability coverage options to safeguard your earnings.

Life Insurance Provided
City-paid life insurance with the option to add more coverage for extra peace of mind.

Community Volunteer Leave
Take up to 8 hours annually to give back to causes you care about.

Want the Full Picture?
Click here for a complete benefits summary.

URGENT!!! CRITICAL RECRUITMENT INFORMATION

Applications and/or resumes are evaluated on the information received by the application deadline. Please ensure that your application or resume clearly demonstrates how you meet the minimum qualifications for the position for which you are applying, this includes providing all relevant educational dates and a detailed description of relevant work experience, including months/years of employment. Applications and/or resumes may not be considered if information is incomplete.

In order for a resume to be used in lieu of an application the resume must have been submitted online via the City's Applicant Tracking System.

Positions requiring a high school diploma/GED certificate must be obtained from a school/program accredited by the Department of Education and recognized by the U.S. Secretary of Education.

The minimum education requirement for positions that allow for experience equivalency for an accredited degree is a high school diploma. Unless otherwise specified, an accredited degree must be obtained from a college or university listed with the U.S. Department of Education and recognized by the U.S. Secretary of Education.
For positions with a salary grade of EX6 or higher that require an accredited degree, qualifying professional experience must be obtained AFTER the accredited degree is obtained.
Successful completion of a pre-employment criminal history/background check is required for all positions. Some positions require a post offer drug screen and/or physical.

If appointed, non-residents must obtain residency inside Kansas City, Missouri's city limits within nine months.

The City of KCMO is an equal opportunity employer that values diversity and inclusion in the workplace. The City is committed to providing a workplace environment for its employees and citizens free from discrimination based on race, color, sex (including pregnancy), national origin, religion, age, disability, marital status, genetic information, sexual orientation, or gender identity. For more information, please see our EEO Policy

The City of KCMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 816-513-1908 or send an e-mail to [email protected] .

If claiming military veterans' preference points, you must attach a copy of your DD-214 or a DD-256 (for reservists). To claim veterans' points you must have served 180 days of regular active duty service and be discharged or released under honorable conditions during peacetimes or 90 days of active duty service, one (1) day during "wartime" and a last discharge or release under honorable conditions. (DOD) 38 U.S. Code • 4211).

Salary:

$19.27-$29.39/hour