Licensing and Revenue Associate II

The function of Gwinnett County Department of Planning and Development is to promote and enhance the quality of life of residents, visitors, property owners and businesses of Gwinnett County. The Department accomplishes its mission through programs and services that encourage high-quality development as well as maintenance and revitalization of existing neighborhoods.

The Financial Support Associate position is assigned to the Licensing and Revenue section within the Customer Experience Division. The successful candidate will play a key role in delivering high-quality customer service and supporting the operations of the Customer Experience Division.

ESSENTIAL DUTIES

• Provides exceptional customer service by assisting customers in person, by telephone, and through electronic communication, resolving inquiries related to occupation taxes.
• Performs front counter operations, including customer triage, occupational tax application processing, renewals, payment collection, and balancing daily transactions.
• Reviews, verifies, and processes occupation tax applications and supporting documentation to ensure compliance with departmental procedures, the Unified Development Ordinance (UDO), and applicable sections of the Gwinnett County Code of Ordinances, including Chapters 6, 18, and 22.
• Utilizes department technology, including Qtrac, Five9, and the Customer Interaction Tracker (CIT), to manage customer flow, respond to telephone inquiries, document customer interactions, track service requests, and coordinate timely resolution of inquiries requiring subject matter expert (SME) assistance.
• Prepares invoices, processes excise taxes and other revenue-related transactions, maintains accurate financial records, and performs daily cash reconciliation.
• Provides administrative support by responding to customer correspondence, maintaining records, and utilizing department systems to accurately document and track work activities.
• Collaborates with internal departments, external agencies, and customers to resolve issues, communicate requirements, and ensure the efficient delivery of licensing and revenue services.
• Performs other related duties as assigned.