Customer Service Representative

Job Title

Johnston County is an Equal Opportunity Employer.

Job Description

An employee is this class is primarily responsible for assisting customers and performs a variety of technical functions for the Collections section of the Tax Administration Department including the accepting and posting of tax payments. Work supports the collection of taxes and is performed according to standardized procedures. Some independent judgment and initiative must be exercised within the limits of prescribed practices and processes to accomplish assigned objectives. Operation of a telephone system, and general office equipment and accuracy of work are primary prerequisites for this level of work. This class is distinguished from the general office classes in that responsibilities include extensive public contact requiring problem resolution skills. Reports to and work is coordinated by the Collections Manager and is evaluated through observation, records, reports and periodic post audits.

Duties and Responsibilities

• Provides public assistance in the areas of billing, payment, and requests for assistance
• Assists customers with determining taxes due and accepts in-person payment of taxes
• Troubleshoots and resolves public inquiries and complaints
• Maintains a cash drawer
• Establishes and maintains a variety of files
• Performs duties with accuracy and attention to detail
• Performs related duties as assigned

Knowledge, Skills and Abilities

• Able to interpret, explain, and apply laws, regulations, policies and procedures related to the billing and collection of property taxes
• Able to communicate tactfully and courteously in written and verbal forms, on the telephone and in person
• Able to evaluate service issues, review alternatives and reach sound conclusions
• Able to maintain confidential and sensitive documents
• Knowledge of proper cash handling procedures including the ability to maintain and balance a cash drawer
• Able to use a multi-line telephone system, computer systems and standard office equipment to enter, update, store and/or retrieve information as necessary
• Able to maintain accurate records and reports
• Able to maintain effective working relationships with the public, employees and other departments

• Able to perform the life operational support functions of stooping, reaching, walking, fingering, talking, hearing, and repetitive motion
• Able to perform sedentary to light work exerting up to 20 pounds of force occasionally, 10 pounds of force frequently and/or a negligible amount of force constantly to move objects
• Possess the visual acuity to prepare and analyze data and figures and comprehend extensive reading

Desired Education and Experience

• Graduation from high school with experience in customer service with cash handling procedures; or an equivalent combination of education and experience.

• Obtain certification as an Assistant Tax Collector within 24 months of employment

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. Other duties may be assigned.

Important Pre-Employment Information:

• If the position requires a degree, official transcripts must be submitted within 30 days of hire.
• A pre-employment reference check will be conducted.
• A background check may be required and may include criminal history, motor vehicle records, sex offender registry checks, pre-employment drug screening, SBI fingerprinting, and, if applicable, a National Practitioner Data Bank (NPDB) check.
• A conviction record does not automatically disqualify you from employment, unless otherwise required by state law. Each situation is reviewed on a case-by-case basis.