CUSTOMER SERVICE SPECIALIST/BILLING TECHNICIAN

Job Title

General Definition of Work

Answers incoming customer calls providing information regarding services and enters appropriate orders. Routinely generates billing and maintains reports related to monthly/quarterly invoicing. Work requires that use of highly developed language, mathematical, social and specialized skills in production, processing, recording and maintenance of informational and financial documents. Work also requires word-processing, data entry and spreadsheet skills. Additionally, work requires the use and application of basic technical procedures and techniques in performing and responding to routine tasks. Must be able to read and follow instructions as provided by various City departments for functionality of data entry systems. Work is performed under regular supervision of the Assistant Division Manager and Division Manager, and Director.

Essential Functions/Duties

Answers incoming telephone lines for the division and serves as the point of contact for all requests. Conducts follow up phone calls to determine customer satisfaction on completed orders and updates the status of orders.

Enters and updates service requests and work orders in the appropriate software (Cayenta, WasteWise, Hansen) and via email requests along with generating any billing invoices related to the service requests and work orders.

Monitors and updates the City of Gastonia's website, CityNet, Blackboard, OMS, WasteWise alerts and calendar messaging with any information, forms and changes for the division. Maintains new employee packets.

Maintains and keeps information regarding safety task assessments, daily reports, fee reports, creating accounts, maintains safety records and other reports for division personnel. Billing for all services, property damage. Powell Bill Labor reports and State road maintenance billing. Prepares and maintains account records, office files and a variety of other records.

Interacts with the citizens of Gastonia and City employees to discuss and update any service request, billing, questions or concerns. Maintain iPad inventory and automated downloads. Coordinates with City departments regarding blocked streets, illegal dumping, and other concerns.

Responds to and distributes emails from the inbox. Sets up Blackboard communications to the Citizens notifying them of any modified solid waste services due to Holidays.

Provides positive customer service. Serves as a receptionist and directs visitors to the appropriate personnel or location, as well as taking accurate messages and routing them to the appropriate person by being familiar with City services.

Operates computer, calculator and other standard office equipment necessary to maintain billing and related records, including data entry. Have the ability to make rapid, accurate decisions related to requests for solid waste services.

Assists with processing bi-weekly payroll/time entry and financial duties, such as processing procurement card purchases. Performs related tasks as required.

Knowledge, Skills and Abilities

Experienced with the use of computers, printers, copiers, scanners and other office equipment including, but not limited to, radios, facsimile and other related computer work order systems. 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

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 list 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

High Deductible Health Plan with HSA Dental Vision Life Supplemental Insurance Plans Pension (Local Government Employees' Retirement System) 401(k) 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) A comprehensive list of benefits can be found online at City of Gastonia Employee Benefits Handbook