Client Support Specialist

2 weeks ago

Acworth, Georgia, United States City of Acworth Full time
Position Overview
This role is essential for delivering administrative and customer support for departmental functions.

Key Responsibilities
ESSENTIAL DUTIES
  • Processes and reconciles utility and tax payments efficiently.
  • Provides assistance to customers via phone and in-person; offers information and support regarding municipal services, account management, payment processing, new account creation, property tax inquiries, and occupancy tax license status.
  • Handles bank deposit preparations.
  • Receives and manages applications for utility services, sanitation, and business licenses.
  • Updates and maintains customer account records.
  • Generates and processes work orders based on internal and external requests; manages work order updates and closures; organizes work order documentation.
  • Facilitates the preparation and processing of service disconnections and reconnections for utilities.
  • Reviews applications for completeness and accuracy.
  • Issues refunds to accounts as necessary.
  • Manages returned mail and final billing processes.
  • Performs additional related tasks as required.
KNOWLEDGE AND SKILLS REQUIRED
  • Familiarity with contemporary office practices and procedures.
  • Understanding of municipal and departmental policies and procedures.
  • Proficiency in computer systems and relevant software applications.
  • Awareness of municipal utility billing regulations and procedures.
  • Knowledge of customer service best practices.
  • Ability to prioritize and organize tasks effectively.
  • Competence in delivering exceptional customer service.
  • Skill in maintaining accurate files and records.
  • Proficiency in operating office equipment such as computers, scanners, fax machines, and copiers.
  • Strong oral and written communication skills.
SUPERVISORY STRUCTURE
The Customer Service Manager assigns tasks based on general guidelines. The supervisor reviews completed work for adherence to procedures, accuracy, and appropriateness of outcomes.

GUIDELINES
Guidelines include municipal and departmental policies and procedures, which are generally clear but may require interpretation in certain situations.

WORK COMPLEXITY AND SCOPE
  • The role encompasses various clerical and customer service responsibilities. Frequent interruptions may add to the complexity of the position.
  • The primary objective of this role is to provide clerical and customer service support for the municipal utility billing operations, contributing to their efficiency and effectiveness.
CONTACTS
  • Interactions typically involve co-workers, other municipal employees, customers, and the general public.
  • Contacts are generally for the purpose of exchanging information and providing services.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
  • The role is primarily performed while seated at a desk or table, with occasional requirements to sit, stand, walk, bend, crouch, or stoop. The employee may occasionally lift light to heavy objects.
  • The work environment is an office setting.
SUPERVISORY AND MANAGEMENT RESPONSIBILITIES
None.

MINIMUM QUALIFICATIONS
  • Ability to read, write, and perform mathematical calculations at a level typically associated with high school completion or equivalent.
  • Relevant experience to understand the fundamental principles related to the primary duties of the position, usually gained through an apprenticeship/internship or similar role for one to two years.
The qualifications outlined above represent the necessary credentials to perform the essential functions of this position. To succeed in this role, an individual must be able to execute each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

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