Customer Success Representative

Customer Success Representative

To serve as the first point of contact to the public representing the Beaufort County Treasurer's Office and facilitate the collection of in-person payments and communication of information between the public and the Treasurer's Office, focused on delivering the best customer-centric services with authenticity and accuracy. The Customer Success Representative supports our vision of "people serving people, not transactions" by serving as the first point of contact for taxpayers and ensuring every in-person interaction is handled with accuracy, professionalism, and care. This role advances our mission of professionals serving with innovation and enthusiasm by processing payments, resolving exceptions, and addressing inquiries across multiple channels with efficiency and authenticity. By taking ownership of customer concerns, adopting customer service improvements, and serving each taxpayer with passion, the Customer Success Representative fosters trust and strengthens the Treasurer's Office commitment to exceptional public service.

The following duties are normal for this position. The omission of specific statements or duties does not exclude them from being performed. Other duties may be required and assigned. All job functions are to be carried out in accordance with Beaufort County Treasurer policies and procedures, and applicable local, State, and Federal laws.

Leadership Responsibilities:

• Demonstrates buy-in to our vision, mission and values in their day-to-day work and in a manner that fosters fulfillment of our culture statement.
• Exercises situational and operational awareness to proactively identify potential issues and blind spots and address them appropriately.
• Engages in Meetings with Purpose consistently and productively, maximizing opportunities to share information, feedback and suggestions in a professional and constructive manner.

Task Responsibilities:

• Accurately processes various types of payments in various forms, relating to, but not limited to current taxes and delinquent taxes.
• Identifies and processes exceptions and follows through to a resolution.
• Balances and reviews sessions for approval.
• Addresses and responds to customer inquiries received in-person and via mail.
• Addresses and responds to customer inquiries received via Zendesk, as needed; including, but not limited to talk, text, and chat.
• Performs other tasks, as assigned.

Relationship Responsibilities:

• Serves as the primary support and subject matter expert for their customer and peers in a manner that enhances team culture, reflects our vision, mission and values, and fosters public trust.
• Demonstrates professional support and communication, both verbal and written, that reflects clarity, accuracy, and professionalism and is in accordance with Beaufort County Treasurer policies and procedures.
• Exercises timely follow-through on the resolution of issues and exceptions, taking ownership regardless of the source.
• Gauges, anticipates, reacts and meets the needs of others in a manner that creates a positive environment and best reflects our team culture, vision, mission and values.

General Responsibilities:

• Possesses a growth mindset with a focus on personal and team development and attends training sessions as appropriate.
• Complies with and maintains a current knowledge of all applicable laws, policies and procedures immediately initiates any actions necessary to correct violations/deviations.
• Assists in the training and onboarding of new staff and contributes to peer development through knowledge sharing and mentorship.
• Demonstrates flexibility and adaptability in response to evolving priorities and the operational needs of the Treasurer's Office.
• Participates in cross-training initiatives as directed, to provide departmental support and ensure operational continuity across functional areas.
• Prepares and updates, operating procedures and/or policies when directed.
• Exhibits flexibility to meet demands of the team including, but not limited to, working in another branch, couriering bank transfers, etc.
• Performs other related duties as required.

Physical Demands and Working Conditions:

• Ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing, and/or pulling of objects and materials of light weight (5-10 pounds).
• Extended periods of time at a keyboard or workstation.
• Ability to perceive and discriminate visual cues or signals.
• Ability to communicate orally and in writing, both handwritten and electronic.
• Physically travel and perform duties in various office locations.
• Exposure to adverse environmental conditions, such as rude/irate customers.
• Ability to operate, maneuver and/or control the actions of equipment, technology, and/or materials used in performing essential functions.
• Requires the comprehension and use of a wide variety of reference and descriptive data to communicate information.

Typical Qualifications

Minimum Qualifications:

• High School diploma or GED; Associate degree preferred in Management, Business, or related field.
• Significant experience with Microsoft Office and professional communication, both verbal and written.
• At least 5 years' experience in a professional, office setting that involved customer service; such as banking.
• Possesses a valid driver's license.

Supplemental Information

• All applicants tentatively selected for a position with Beaufort County Council will be required to submit to urinalysis to screen for the illegal use of drugs and to a background check prior to appointment. Employment is contingent upon clearing both the drug screening and background investigation. Beaufort County is an Equal Opportunity Employer.
• Applicants selected for this position may be subject to a credit check as part of the pre-employment screening process. Employment offers are contingent upon the successful completion of all required background and screening requirements.
• Applicants claiming veteran status or military experience as a qualification for employment may be required to provide documentation, including a DD Form 214, to verify service.

We offer a complete benefits package to full-time employees including health care, dental, vision, retirement, deferred compensation plans, flexible spending accounts, life insurance, long-term & short-term disability, holidays, vacation, and sick leave. To learn more details, please visit the Beaufort County Human Resources website.