Customer Service Specialist

Customer Service Specialist

The Customer Service Specialist is responsible for professional work providing customer service responsibilities for the Finance Department to citizens, businesses, and customers by following established municipal policies and procedures. The Customer Service Specialist performs the collection of utility, tax, licensing, and other revenue from citizens, customers, and businesses and for the reconciling of their revenue receipts in the finance payment center. In addition, the Customer Service Specialist assists with the coordination of establishing utility accounts and the actions necessary for collection of payment.

FLSA Status: Non-Exempt

Benefits: 14 Observed Holidays, Health, Dental, Vision & Wellness, Employee Assistance Program, Retirement Plan through Virginia Retirement System, Tuition Reimbursement, Paid Time Off, Disability Insurance, Life Insurance

Schedule: Monday through Friday, 8:00am to 5:00pm

All new employees must satisfactorily complete a background check. A conditional offer of employment may then be made contingent upon the successful completion of a physical exam that includes alcohol and drug testing. The Town of Front Royal is an equal opportunity employer in all aspects of employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, childbirth or related medical conditions, national origin, age, marital status, disability (physical/mental), family medical history, or genetic information, political affiliation, or veteran status.

Routine collection of customer utility payments, tax payments, business licenses, decals, permits, and other Town revenues; ensuring that payments are posted timely and accurately.

Routine processes of opening/closing of utility accounts, business license accounts, and meals/lodging accounts; including notifying customers of applicable services/guidelines and ensuring that proper information is conveyed to Town staff.

Receive customer inquiries on phone, in person or by correspondence.

Receive, record, and process a variety of work order requests; process name/address changes; update records as required.

Invoicing of meals, lodging, and business licenses timely and accurately.

Generate end of day balancing reports; balance cash receipts. Ensure reconciliation of daily revenue collections is performed in a timely manner.

Properly create and distribute work orders to ensure that customer requests are met to the best of the Town's ability.

Ensure conformance with generally accepted principles, policies, and practices of public agency finance.

Provide customer services as related to Town customers, citizens and businesses.

Assist customers both in person and on the telephone in a prompt, courteous manner.

Coordinate payment arrangements with customers and provide customers with confirmation; ensuring that arrangement is properly inputted into database.

Timely and accurately process mail daily.

Filing of work orders, invoices, tax/licensing documents, and various other documents.

Perform other duties as assigned.

Requirements: Experience: One (1) year of experience in financial customer service Education: High School Diploma/GED Other: Valid Drivers License

Qualifications: Customer service and client interaction methods, Clerical and office procedures and policy, Office equipment and their uses, Modern bookkeeping principles and practices, Internal control procedures and management information systems, Office automation and computerized financial application, Public Finance, Use of a variety of office machines; i.e., fax, copier, scanner, and others in department, Strong typing skills, Be organized and capable of multi-tasking, Communicate in a clear and concise manner both orally and in writing, Express ideas effectively, Establish and maintain effective working relationships.

Work Environment: Work is performed inside a climate-controlled office with occasional exposure to outside weather. The office environment is typically quiet, but busy. Conditions also include meeting several deadlines and managing a number of requests/situations at one time.

Physical Demands: Frequently required to sit for extended periods of time; vocal communication to exchange ideas; use hands to handle, or feel objects with repetitive motions, tools, or controls; reach with hands and arms; travel short distances within the office; Occasionally lift and/or move up to twenty-five (25) pounds; view reports and computer screens with visual acuity; and concentrate for extended periods of time with attention to detail and accuracy.