Customer Service Specialist - Water Services Office

Job Title

This front line position creates a first impression of the County. As such, strong customer service skills are key elements of this role. Work involves the issuance and sale of a variety of instruments for Shelby County. This position must accurately process transactions using the County software systems and collect payments related to fees charged based on the type of services requested. Position is expected to provide subject matter expertise on these instruments to help our customers navigate the State laws and requirements for proper issuance. Work involves the operation of equipment commonly found in an office setting. Also performs telephone, reception, email, online chat, drive-up window and other duties as required in a dynamic office environment.

Duties and Responsibilities

• Maintains professional behavior and excellent customer service.
• Issuances of a variety of instruments related to county operations including but not limited to registrations, transfers, renewals, replacements, licenses, and reinstatements.
• Addresses and resolves customer concerns relating to county services.
• Assists customers in person, by telephone, email, and online chat as needed.
• Accurately records transactions and balances payments to daily activity reports.
• Performs clerical duties such as filing, monitoring inventory, operating telephone and reception desk and assisting co-workers as needed.
• Processes mail transactions.
• Works closely with County accounting staff to ensure quality of work meets or exceeds State Audit mandates.
• Reads and comprehends pertinent laws and regulations.
• Is flexible and adaptable to changing conditions including surges in transaction volumes and varying workflows.
• Performs all duties in a safe and efficient manner.
• Performs other duties as assigned by supervision.

Qualifications and Requirements

MINIMUM REQUIREMENTS

• High school diploma or G.E.D. equivalent.
• Customer service experience with direct contact with the public.
• Experience with cash transactions and reconciling a cash drawer.
• Two or more years of computer experience in a work environment.
• Must be available to work multiple locations.
• Must be available to work non-standard hours and more than 40 hours per week when necessary.
• Bonding is required.

PREFERRED REQUIREMENTS

• Post-secondary education that includes courses in Business, Accounting or Finance
• Experience issuing instruments processed through Shelby County.

Physical Demands & Work Environment

WORKING CONDITIONS: Work is sedentary in nature involving a significant amount of sitting, occasional standing, walking and lifting less than 25 pounds. PHYSICAL REQUIREMENTS: Work is performed in an office environment and normal travel within county may be required.

Conditions of Job Offer and Employment

EXAMINATIONS: No written or performance examination will be required for this position. Applicants are screened and certified based on an evaluation of their education, training, experience and other requirements as outlined in the Position Announcement and denoted on their job application and responses to the attached supplemental questionnaire. PRE-EMPLOYMENT/POST OFFER DRUG SCREENING: Shelby County is committed to providing and maintaining a drug-free work environment. After receiving a conditional offer of employment, applicants will be required to pass a drug test conducted at a test site designated by the Shelby County personnel Department. Shelby County, Alabama is an Equal Opportunity Employer. Qualified applicants and considered for all positions without regard to race, color, religion, sex, national origin, age, marital or veteran status, disability or any other legally protected status.

Benefits

Shelby County offers a competitive benefit package that includes:

• Annual (Vacation) and Sick Leave Accrual (accrual amounts are based on years of service)
• One Personal Day accrues per calendar year
• 12 paid holidays per fiscal year
• This position offers a defined benefit pension . The Retirement Systems of Alabama (RSA) administers a defined benefit (DB) pension plan for Shelby County Alabama employees. Benefits are predetermined via a formula based on salary, years of service, and age and are not based on stock market performance. Retirement benefits are paid as monthly annuities for life, with options available for survivor benefits depending on the plan design (e.g., spouse coverage). Pension benefits from RSA DB plans are not taxed by the State of Alabama if the recipient resides in the state. RSA is among the 20 largest internally funded pension systems globally.
• Health Insurance -92% employer paid/8% employee paid for single or family coverage - Blue Cross and Blue Shield administered by the Local Government Health Insurance Program
• Dental Insurance - 92% employer paid/8% employee paid for single or family coverage - Delta Dental
• Basic Life/AD&D Insurance - 100% employer paid - $25,000 Basic Benefit
• Short-term Disability Insurance - 100% employer paid
• Employee Assistance Plan
• Annual Longevity Pay (employees qualifies based on years of service)

In addition a wide variety of voluntary benefits are available for benefits eligible employees to purchase:

• Southland Voluntary Dental and Vision Insurance
• Supplemental Life Insurance
• Voluntary AD&D Insurance
• Colonial Life:
  • Critical Illness Insurance
  • Accident Insurance
  • Short Term Disability
  • Whole Life
• Flexible Benefits:
  • Medical Spending Account
  • Dependent Spending Account
• Credit Union Membership
• RSA 1
• Nationwide 457 Plan