HomeMy WebLinkAbout2001 06 11 Consent C Additional Customer Service Representative
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COMMISSION AGENDA
ITEM C
CONSENT X
INFORMATIONAL
PUBLIC HEARING
REGULAR
June 11,2001
Meeting
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A llthori7J1tion
REQUEST: City Manager Requesting Authorization for a Supplemental
Appropriation from the Enterprise Fund in FY 01 in the amount of $9,400 to
Hire an Additional Customer Service Representative in the Finance Utility
Department.
PURPOSE: The purpose of this item is to request authorization to hire an additional Customer
Service Representative in the Finance Utility Department as soon as possible.
CONSIDERATIONS:
This agenda item is needed because the Utility Billing and Customer Service Staff are unable to
answer the number of calls we are receiving in a timely manner.
The Utility Billing and Customer Service functions currently share responsibility for answering the
phone calls coming into the Utility Finance Department. There are 2 employees currently dedicated to
the customer service function at the front desk and one utility billing clerk. The volume of calls is not
being properly handled with the current staffing levels given their existing workloads. Our customers
appear increasingly frustrated with their inability to immediately contact a representative from the
Utility Billing and Customer Service Department. The utility has added over 2000 customers in the
past 3 years alone without any increase in the number of customer service employees for a number of
years.
We have attempted to fill the need with temporary employees. This has not worked due to the fact
that they usually leave before they learn the job causing a continuous loss of productivity.
This employee would be primarily responsible for telephone support and resolution and serve as a
backup for our Utility Billing Clerk. The position would report to our Utility Services Manager, Greg
Bishop.
...
The Customer Service Representative is a pay grade 16 with a salary range of$18,292-$26,523.
The additional employee would need a computer, telephone and chair - we have an extra desk.
Costs in FY 01 are as follows:
Salary
Fica
Health
Pension
Computer
Telephone
Chair
Total
$5,400
$ 400
$ 800
$ 500
$1,800
$ 300
$ 200
$9.400
FUNDING:
An Enterprise Fund appropriation of $9,400 is needed to cover the FY 01 costs associated with the
hiring of an additional Customer Service Representative in the Utility Finance Department.
RECOMMENDATION:
It is recommended that authorization be given to hire an additional Customer Service Representative
to better serve our customers needs.
ATTACHMENTS:
None
COMMISSION ACTION: