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Customer Service Associate

2 months ago

Roswell, Georgia, United States City Of Roswell Full time
Job Overview

City of Roswell, Georgia

Position Summary:

The primary objective of this role is to execute administrative, clerical, and customer support tasks to facilitate the management of accounts and billing operations related to municipal property taxes, utility services, and court fees. This position entails maintaining accurate account information, performing data entry and retrieval, processing payments, assisting citizens with inquiries, and managing relevant files and records.

Key Responsibilities:

  • Handle incoming customer communications to initiate or terminate utility services and address tax-related inquiries. Provide exemplary customer service by recording payments for utilities and taxes, issuing receipts, and balancing cash drawers.
  • Ensure all transactions, whether opening, closing, or intermediate, are complete and accurate.
  • Manage customer accounts for designated programs, including property taxes and utility services; accept applications for utility services and exemptions.
  • Process requests and modifications for utility accounts and property tax assessments.
  • Create and forward work orders to the appropriate departments; track and document the completion of customer requests.
  • Investigate returned mail, generate new statements, and send them to customers.
  • Process applications for sanitation vacancy or hardship exemptions.
  • Research property sales, assessments, and ownership information related to property taxes; update account records and submit new information as necessary.
  • Handle payments for Alcohol Licenses and Alcohol Excise Taxes, ensuring proper documentation is scanned and filed.
  • Assist with Public Accommodations Excise Tax payments, ensuring accurate processing and documentation.
  • Deliver customer service to residents, property owners, utility customers, business owners, and the general public; respond to walk-in inquiries, phone calls, emails, and written correspondence; provide information regarding customer accounts, utility rates, billing inquiries, property ownership, assessments, and departmental services; explain municipal policies and procedures; refer customers to other departments as needed; prepare and distribute informational packets to new customers.
  • Answer inquiries related to Utility Billing, Taxes, and General Billing. Utilize personal computers and office equipment to complete essential functions, including word processing, spreadsheet management, and database usage.
  • Perform additional related duties as required.

Qualifications:

Education and Experience:

A High School diploma or GED is required, supplemented by two (2) years of experience in clerical work, bookkeeping, or customer service; or any equivalent combination of education, training, and experience that provides the necessary knowledge, skills, and abilities for this role.

Licenses or Certifications:

  • None required.

Special Requirements:

  • None specified.

Knowledge, Skills, and Abilities:

  • Familiarity with regulations, policies, and procedures governing municipal property tax, utility billing, and occupational tax programs.
  • Understanding of general bookkeeping practices and customer service principles, along with recordkeeping and filing techniques.
  • Proficiency in using computers and general office equipment.
  • Ability to maintain automated databases, spreadsheets, and manual records related to property tax, utility billing, and customer accounts.
  • Capacity to interact tactfully and courteously with customers and the public.
  • Ability to analyze, calculate, and summarize data/information effectively.
  • Skill in applying principles of persuasion and influence in coordinating project activities.
  • Capability to operate and control various equipment and tools necessary for essential functions.
  • Ability to utilize a wide range of reference materials and information.
  • Competence in performing basic mathematical operations and interpreting graphs.
  • Ability to interpret instructions in various formats and exercise independent judgment to adapt methods and standards as needed.
  • Capacity to demonstrate judgment, decisiveness, and creativity in evaluating information against measurable criteria.

Physical Demands:

This position is primarily sedentary, requiring light physical effort, which may include lifting, carrying, pushing, or pulling light objects (5-10 pounds). Tasks may involve extended periods at a workstation or keyboard and require the ability to perceive and differentiate colors, depth, texture, and visual cues.

Work Environment:

Work is generally performed in a controlled environment without exposure to adverse conditions.

Equal Employment Opportunity:

The City of Roswell, Georgia is committed to a policy of equal employment opportunity for all applicants and employees, adhering to local, state, and federal laws. The City's policy is to employ qualified individuals without discrimination based on race, creed, color, religion, age, sex, national origin, marital status, disability, sexual orientation, gender identity, genetic information, political affiliation, ethnicity, or any other group protected by law.