Performs intermediate administrative support work involving customer service, billing, collection and the preparation and/or maintenance of fiscal or related records.
An employee assigned to this class is responsible for providing customer service functions to an n assigned department, which could include, but are not limited to, duties involving collecting utility bills and other revenues, handling customer inquiries relating to utility billings and general customer service; preparing and verifying a variety of reports and records; and coordinating with department staff on work assignments; handling registration, entering information into databases; creating and maintaining files; scheduling appointments; supervising assigned staff; answering phones and responding to inquiries from the general public; coordinating and scheduling facility usage, managing rental contracts, opening and locking facilities, etc.. Work requires knowledge of the utility billing process and computer application. Work involves a substantial degree of public contact and requires considerable diplomacy, tact and courtesy. Work is performed under the general supervision of a supervisor in the assigned department and is evaluated through observation, conferences, quality and effectiveness of work completed and feedback from customers who are served.
DUTIES and RESPONSIBILITIES:
- Receiving, processing, recording and accounting for utility and other revenues; processing customer service requests and billings; preparing and maintaining computerized records system; preparing and maintaining files and records.
- Creates new service orders; processes and updates completed service orders; notifies field personnel to make connections, disconnections, re-reads and follows up with customers by telephone on written correspondence; establishes and closes accounts and other services appropriately.
- Provides excellent customer service when working with citizens, elected officials, and/or associates.
- Answers telephone; receives and responds to customer inquiries or complaints regarding utility bills and other collectibles in person or via telephone.
- Assists customers with the completion of standard forms.
- Enters a variety of financial information into computer system .
- Coordinates nightly and weekend facility rentals for assigned department, which includes supervising and managing building monitor coverage; develops and designs contracts for renters,
- May have to work an occasional night and/or weekend in the event assigned staff has an emergency and cannot work; may manage special events.
- Conducts annual area rental rate comparisons.
- Prepares marketing materials to help ensure public awareness of activities, events, etc.
- Schedules a variety of facilities for use by the general public.
- Coordinate with various departments as needed to accomplish assigned tasks.
- Greets and registers participants for activities; enters information into database.
- Assists in developing activities and programs; coordinates and oversees cooperative programs with outside agencies.
- Serves as the Department or Division receptionist.
- Assists in the preparation of the annual budget.
- Distributes information to the news media about activities, events, policy changes, etc.
- Establishes new customer utility accounts.
- Posts bank wire transactions; journal entries, budget amendments to the General Ledger; stuffs accounts payable checks; water bills; distributes daily mail.
- Posts reconciled checks and stamps all incoming A/P invoices.
- Provides general office and administrative support, reception and records management for Public Works Department.
- Prepares daily deposits and reconciles cash drawer; generates reports from collections, registrations, rentals, etc.
- Prepares a variety of correspondence, reports and processes incoming and outgoing mail.
- Assists with monthly Occupancy Tax reports, processing of tax refunds and overpayments.
- Scans documents in the Laser Fiche system.
- Assists other staff in performing associated functions as needed.
KNOWLEDGES, SKILLS and ABILITIES:
- General knowledge of clerical and accounting terminology, methods, procedures and equipment.
- General knowledge of standard office procedures, practices and equipment.
- General knowledge of utility service connection and termination procedures and customer billing, collecting and adjusting methods and procedures.
- General knowledge of personal computer operation and associated software.
- Ability to understand and follow oral and written directions.
- Ability to follow detailed work procedures.
- Ability to post accounts and to perform mathematical computations with speed and accuracy.
- Ability to establish and maintain effective working relationships with associates and the general public.
- Ability to use of a variety of office equipment.
- Ability to create and maintain accurate records, reports and files.
- Ability to deal with the public in a professional and courteous manner.
- Ability to communicate effectively in oral and written forms.
- Ability to exercise independent judgment in the area of responsibility in accordance with established guidelines and rules.
EDUCATION and EXPERIENCE:
Graduation from high school and minimal experience in a collections environment, customer service related positions; or an equivalent combination of education and experience.
Carteret County, NC – 1 day ago
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