CUSTOMER SERVICE REPRESENTATIVE

CUSTOMER SERVICE REPRESENTATIVE

                                                       General Statement of Duties 

            Performs responsible cashiering, collection and customer service duties for the County’s Tax or Utility Departments.

                                                  Distinguishing Features of the Class

            An employee in this class performs a variety of cashiering, cash receipting and data entry tasks for the County’s tax or utility functions. Collections duties include accepting payments for ad valorem taxes, water accounts, privilege licenses, tap fees, deposits, and garbage cans; providing receipts; posting transactions to appropriate accounts and balancing cash drawers daily. Work also includes assisting customers with applications, bills, and questions about accounts. Courtesy and tact are required in extensive customer contact by telephone and walk-in. The work also requires knowledge of the function and skill in explaining policies and procedures.  Work is evaluated based on observation, conferences, accuracy and timeliness of work performed, and customer feedback.

                                                         Duties and Responsibilities

Essential Duties and Tasks

Receives payments from customers for County ad valorem taxes, privilege licenses, drainage or water accounts and tap fees.; provides receipts to customers for payments; posts payments to the appropriate accounts; processes mail, phone, internet, fax and/or credit card payments on daily basis.

            Provides customer service; answers inquiries in person and by phone from a wide variety of individuals; about due dates, accounts, bills, payments, etc.; explains policies and procedures and actions being taken; refers more difficult situations to others for resolution; provides copies of account statements.

Reconciles daily cash receipts with data entry and balances cash drawer daily; may prepare and make daily deposits for office or assist others.

Performs other administrative support duties as needed

May provide assist or provide back-up to other staff on occasion. 

Tax Department-Specific Duties

Calculates pro-rations for vehicle taxes with proper documentation, accepts and processes payments; posts approved releases for vehicles, real property taxes and garbage cans; provides receipts.

Performs research on listings and ownership as needed; prepares tax certifications for attorneys, mortgage companies for loan closings; provides copies of tax statements as requested.

            Processes payments and partial payments for drainage accounts and provides receipts.

            Assists taxpayers with listing of personal property; assesses values for farm equipment for tax billing. 

            Assists with applications by elderly and disabled taxpayers for exemptions.

            Makes corrections in addresses records.

Utility Department-Specific Duties

Assists customers with establishing utility accounts; describes policies and services; takes deposits; answers general questions about utility services; enters data for bank drafts.

Completes field work orders for new service, special and final readings; closes out service orders when completed; initiates locate requests.

Processes returned bills and checks; performs research to locate correct addresses and sends correspondence to customer to notify about returned mail/check and bad check fee; researches old delinquent accounts for collections.

Additional Job Duties  

            Performs related duties as required.

                                                Recruitment and Selection Guidelines

Knowledge, Skills, and Abilities

            Working knowledge of the County's collection policies practices and procedures in specific area of responsibility.

            Working knowledge of the interrelationships of the County’s collections, billing, reporting and accounting processes.  

Working knowledge of modern office procedures and related office information technology equipment, software, and peripherals used in a customer service/collections office.

            Skill in operating computer, a 10-key calculator and related equipment as needed in the performance of duties.

            Ability to learn and perform each step in the collections process.

            Ability to work accurately with money, checks, data and figures and accurately perform standard mathematical calculations.

            Ability to prepare and maintain collections and related records.

            Ability to file and maintain records and information in proper order for processing.

            Ability to communicate effectively in oral and written forms.

            Ability to handle difficult or discourteous customers in a calm, effective manner.        

            Ability to develop and maintain effective working relationships with supervisors, employees and the general public.

Physical Requirements

            Must be able to physically perform the basic life operational functions of stooping, kneeling, crouching, reaching standing, fingering, lifting, talking, hearing, and repetitive motions.

            Must be able to perform light work exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.

            Must possess the visual acuity to work with data and figures, count and inspect monies, checks and other instruments and to operate a computer terminal and calculator.

Desirable Education and Experience

            Graduation from high school supplemented by some experience in a cashiering or accounting clerical position, preferably in a public organization or an equivalent combination of education and experience.

Click below to apply

https://www.cognitoforms.com/columbuscountync1/columbuscountyemploymentapplication 

ColumbusCounty

2011

Special Note:  This generic class description gives an overview of the job class, its essential job functions, and recommended job requirements. However, for each individual position assigned to this class, there is available a completed job questionnaire with a physical abilities checklist which can give further details about that one specific position.  Those documents should be reviewed before initiating a selection process.  They can provide additional detailed information on which to base various personnel actions and can assist management in making legal and defensible personnel decisions.