CUSTOMER SERVICE SPECIALIST/BILLING TECHNICIAN

Job Title

Job Description

The City of Gastonia is seeking candidates for a position that involves answering incoming customer calls, providing information regarding services, and entering appropriate orders. The role also includes generating billing and maintaining reports related to monthly/quarterly invoicing, and requires the use of language, mathematical, social, and specialized skills in production, processing, recording, and maintenance of informational and financial documents.

Essential Functions/Duties

The essential functions and duties of this position include:

• Answering incoming telephone lines for the division and serving as the point of contact for all requests.
• Conducting follow-up phone calls to determine customer satisfaction on completed orders and updating the status of orders.
• Entering and updating service requests and work orders in the appropriate software and generating any billing invoices related to the service requests and work orders.
• Monitoring and updating the City of Gastonia's website, CityNet, Blackboard, OMS, WasteWise alerts, and calendar messaging with any information, forms, and changes for the division.
• Maintaining and keeping information regarding safety task assessments, daily reports, fee reports, creating accounts, maintaining safety records, and other reports for division personnel.
• Interacting with the citizens of Gastonia and City employees to discuss and update any service request, billing, questions, or concerns.
• Responding to and distributing emails from the inbox and setting up Blackboard communications to the citizens notifying them of any modified solid waste services due to holidays.
• Providing positive customer service, serving as a receptionist, directing visitors to the appropriate personnel or location, taking accurate messages, and routing them to the appropriate person.
• Operating computer, calculator, and other standard office equipment necessary to maintain billing and related records, including data entry.
• Assisting with processing bi-weekly payroll/time entry and financial duties, such as processing procurement card purchases.

Knowledge, Skills and Abilities

The knowledge, skills, and abilities required for this position include:

• Experienced with the use of computers, printers, copiers, scanners, and other office equipment.
• Use of appropriate grammar.
• Ability to maintain effective working relationships with others.
• Ability to work independently in the absence of specific instructions.
• Ability to maintain complex billing records and to prepare reports and statements.
• Ability to make arithmetical computations quickly and accurately.
• Ability to identify and resolve problems in a timely manner.
• Ability to understand and follow oral and written directions.
• Ability to provide excellence customer service while multitasking.

Education/Experience/Physical Demands/Special Requirements/Additional Information

The education, experience, physical demands, special requirements, and additional information for this position include:

• EDUCATION AND EXPERIENCE: Graduation from high school, Associate's Degree preferred, or any combination of education and experience equivalent. Ability to type at least 35 wpm. Thorough knowledge of data processing and modern management software (Word, Excel, Outlook) is required. Previous experience in a business or customer service environment with considerable experience with billing. NIMS 100, 200, and 700 levels. Ability to obtain a Notary License.
• PHYSICAL DEMANDS/WORK ENVIRONMENT: Interactive office environment with exposure to computer screens. Must be able to interact with other divisions and departments inside the City organization, as well as with customers. Must have the ability to push, pull, or lift up to 25 lbs. occasionally and stand for lengthy periods of time.
• CHECKLIST FOR PHYSICAL ACTIVITIES AND REQUIREMENTS, VISUAL ACUITY, AND WORKING CONDITIONS:
• A. Reaching: Extending hand(s) and arm(s) in any direction.
• B. Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand or arm as in handling.
• C. Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• D. Hearing: Perceiving the nature of sounds at normal spoken word levels with or without correction. Ability to receive detailed information through oral communication, and to make fine discriminations in sound, such as when making fine adjustments on machined parts.
• E. Repetitive Motions: Substantial movements (motions) of the wrists, hands and/or fingers.
• 2. The physical requirements of this position:
• A. Office Environment Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Office environment work involves sitting most of the time. Jobs are categorized as office environment if walking and standing are required only occasionally and all other Office Environment Work criteria are met.
• 3. The visual acuity requirements including color, depth perception and field of vision:
• A. The worker is required to have close visual acuity to perform one or more of the following. (Check all of the following which apply): preparing and analyzing data and figures; accounting; transcription; computer terminal.
• 4. The conditions the worker will be subject to in this position:
• A. None: The worker is not substantially exposed to adverse environmental conditions (such as in a typical office or administrative work environment).
• Must possess a valid appropriate driver's license with acceptable driving history. Drug screening and criminal background check required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• We are committed to creating and maintaining a work environment that is inclusive, equitable, and welcoming. We value diversity and promise to honor your experiences, perspective, and unique identity.
• The City of Gastonia is an Equal Opportunity Employer M/F/H

Benefits

The City of Gastonia offers a comprehensive benefits package including:

• High Deductible Health Plan with HSA
• Dental, Vision, and Life Supplemental Insurance Plans
• Pension (Local Government Employees' Retirement System)
• 401(k) and 457
• Short-term/Long-term Disability
• Dependent Care Plan
• Employee Assistance Program
• On-Site Health Clinic
• Employee Educational Assistance Program
• Sick Leave (12 days per year)
• Initial Employment Vacation: Starting at 12 days per year
• Holidays (11 days per year)
• Personal Day (1 day per year)