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Client Support Specialist
2 months ago
This role is integral to delivering administrative and customer support for departmental functions.
Key Responsibilities
ESSENTIAL DUTIES
- Processes and reconciles payments for utilities and taxes.
- Assists clients via phone and in person; provides guidance and information regarding municipal services, account management, payment procedures, new account initiation, property taxation, and occupancy tax licensing.
- Prepares and manages bank deposits.
- Handles applications for electrical services, sanitation, and business licenses.
- Updates and maintains customer account records.
- Issues and manages work orders based on requests; updates and finalizes work orders; archives work orders.
- Facilitates and processes service disconnections and reconnections for utilities.
- Reviews and confirms the completeness of applications.
- Processes account refunds as designated.
- Manages returned correspondence and final billing statements.
- Performs additional related tasks as required.
- Familiarity with contemporary office practices and procedures.
- Understanding of municipal and departmental policies and procedures.
- Proficiency in computer systems and relevant software applications.
- Knowledge of municipal utility billing regulations and procedures.
- Awareness of customer service principles.
- Ability to prioritize and organize tasks effectively.
- Skill in delivering customer service.
- Competence in maintaining files and records.
- Proficiency in using office equipment such as computers, scanners, fax machines, and copiers.
- Effective oral and written communication skills.
The Customer Service Manager provides assignments in terms of general instructions. The supervisor reviews completed work for adherence to procedures, accuracy, and appropriateness of outcomes.
GUIDELINES
Guidelines include municipal and departmental policies and procedures. These guidelines are generally clear and specific but may require some interpretation in application.
WORK COMPLEXITY AND SCOPE
- The work consists of interrelated clerical and customer service tasks. Frequent interruptions add to the complexity of the role.
- The purpose of this position is to provide clerical and customer service support for the city's utility billing operations. Effective performance enhances the efficiency and effectiveness of these operations.
- Interactions are typically with colleagues, other municipal employees, clients, and the general public.
- Interactions are generally to provide or exchange information and deliver services.
- The work is primarily performed while seated at a desk or table, with intermittent sitting, standing, walking, bending, crouching, or stooping. The employee may occasionally lift light and heavy items.
- The work is conducted in an office setting.
None.
MINIMUM QUALIFICATIONS
- Ability to read, write, and perform mathematical calculations at a level typically associated with high school completion or equivalent.
- Experience sufficient to grasp the fundamental principles relevant to the primary duties of the position, usually associated with an apprenticeship/internship or having held a similar role for one to two years.
