Customer Service Rep II

Location 12453 HIGHWAY 92,Woodstock, GA, 30188-4247,United States Base Pay $21.64 / Hour Employee Type FT Non-Exempt Serves the City as both initial point-of-contact for receiving and routing visitors and telephone calls and financial administrative support representative for routine clerical, administrative, accounting, and customer service work regarding utility billings and property taxes. Reports to the Utility Billing Supervisor.

ESSENTIAL JOB FUNCTIONS

Serves as central telephone operator and receptionist for the Utility Billing Office; receives the public and answers questions; responds to inquiries from employees, customers, and others; and refers, when necessary, to appropriate persons. Screens individuals and calls regarding Utility Billing related matters by securing information so that inquirers may be given correct information or directed to appropriate sources; takes messages for Utility Billing Supervisor and others as required; and receives and signs for mail and package deliveries. Assists with walk-in customers; responds to email requests. Processes payments for both water and City property taxes; posts payments; and balances related bank deposits. Writes monthly journal entries to update accounting records. Reconciles bank statements as needed. Addresses customer issues regarding a number of areas such as water problems (leaks, etc.), incorrect billings, complaints, etc.; visits sites to inspect nature of complaint and meet with citizens when necessary. Assists builders with information on what needs to be done in order set up a meter; processes water and tap fee payments; and creates new accounts. Credits accounts and processes deposit refunds. Accurately calculates adjustments and credits and verifies bill amounts, ensuring precise financial calculations. Receives work orders from customers; reviews work orders for accuracy; and forwards completed work orders to appropriate staff via Hiperweb. Works with Utility Billing Supervisor to generate disconnection/account delinquency lists; contacts customers; checks accounts; and sends disconnect orders. Enters customer action items into software; acts as the point person for moving actionable items through the system. Monitors accounts to ensure water is turned off/on and vacant property usage. Composes, copies, inputs, edits, and maintains a variety of correspondence, reports, memoranda, and other material requiring judgment as to content, accuracy, and completeness. Manages accounts to ensure they are up to date, and all information is correct in software system. Cross train on the billing process and other duties to serve as back up for the Utility Billing Supervisor as needed. Demonstrate integrity and commitment to maintaining privacy and confidentiality. Assist the Utility Billing Supervisor in keeping Standard Operation Procedure Manuals up to date. Performs other duties as assigned. Requirements Education and Experience Requires a High School diploma or equivalent with specialized coursework in general office practices such as typing, accounting, and data processing; two (2) years of related work experience in accounts payable/finance; or equivalent combination of education and experience. Licenses or Certifications None. Special Requirements Employee will be required to complete training as necessary. Knowledge, Skills, and Abilities Knowledge of computers, multi-line telephone systems, and electronic data processing. Knowledge of modern office practices and procedures. Knowledge of governmental accounting principles and practices. Skill in operating computers and modern office equipment. Skill in researching and organizing data. Skill in using spreadsheet, word processing, database, and calendaring software. Skill in customer service techniques. Skill in communicating, both verbally and in writing in a pleasant and professional manner. Ability to perform arithmetic computations accurately and quickly. Ability to meet and deal with the public. Ability to make sound decisions based on billing policies and procedures. Ability to practice critical thinking and problem-solving skills in resolving billing discrepancies. Ability to practice a high level of judgement, discretion, and confidentiality in handling sensitive billing information. Ability to establish and maintain effective working relationships with customers, co-workers, vendors, and other City departments. Ability to follow instructions. Ability to work with interruptions. Ability to evaluate and/or assess data/information using established criteria.

PHYSICAL DEMANDS

The work is sedentary work and requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Additionally, the following physical abilities are required: manual dexterity, hearing, speaking, talking, and visual acuity.

WORK ENVIRONMENT

The noise level in the office work environment is moderately noisy. Disclaimer E-Verify: In accordance with state and federal law, this employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. In order to determine whether Form I-9 documentation is valid, this employer uses E-Verify’s photo screening tool to match the photograph appearing on some permanent resident and employment authorization cards with the official U.S. Citizenship and Immigration Services (USCIS) photograph. Employers may not use E-Verify to pre-screen job applicants or to re-verify current employees and may not limit or influence the choice of documents presented for use on Form I-9. IMPORTANT: If the Government cannot confirm that you are authorized to work, this employer is required to provide you written instructions and an opportunity to contact SSA and/or DHS before taking adverse action against you, including terminating your employment. Summary The City of Woodstock provides a competitive benefits and compensation package to eligible employees including paid time off, health, dental, vision and employer-paid long-term disability as well as life insurance; an employer-paid pension plan and 457 tax deferred savings plan w/employer match; and discounted gym membership. Starting Base Pay Rate $21.64 per hour and based on experience and qualifications. #J-18808-Ljbffr Jimmy Jazz