Customer Service Specialist

Salary: $44,013.00 Annually

Location: Cumming, GA | Full-time

About the role

The purpose of this classification is to perform specialized administrative work while providing customer service for customers within assigned department, to include serving and assisting customers, establishing/maintaining accounts, receiving payments, generating work orders, processing related documentation, maintaining departmental databases, communicating with other organizations, and meeting all mandated guidelines.

Responsibilities

• Coordinates daily work activities: confers with supervisor to obtain direction regarding work assignments and priorities; organizes tasks to complete assigned work; monitors status of work in progress; assists co-workers with complex/problem situations and provides technical expertise; assists with training and instructing co-workers regarding operational procedures and proper use of equipment.
• Performs complex research of department files, database records, electronic data records, or other sources as necessary; analyzes information to better assist customers.
• Operates a computer to enter, retrieve, review, or modify data; performs data entry functions by keying data into computer; verifies accuracy of entered data and makes corrections; utilizes word processing, spreadsheet, database, case management, calendar, internet, e-mail, or other programs.
• Performs customer service functions: answers telephone calls, responds to emails and faxes, and assists customers in person; ascertains nature of business and directs callers/visitors to appropriate personnel; records/relays messages; provides assistance and information related to applicable services, accounts, procedures, forms, fees, problems, or other issues; assists customers with service requests; researches problems and initiates resolution; assists in resolving issues involving upset customers.
• Establishes and maintains customer accounts: receives applications for service; sets up new accounts in computer following current county or departmental policy; updates account information; receives and records deposits; coordinates payment arrangements; prepares various account adjustments.
• Receives moneys in payment of deposits, bills, or other fees/services; records transactions and issues receipts; posts payments to proper account on computer; prepares daily deposit reports; maintains cash drawer and balances revenues.
• Maintains spreadsheets and updates databases with current information such as balance requests, disconnect lists, and leak adjustments; enters information from orders or other data sources; enters results from service tests and inspections.
• Maintains file system of various files/records for the department/division; prepares, sorts, organizes, files, retrieves, and replaces documents.
• Performs general/clerical tasks, including answering telephone calls, typing documents, making copies, sending/receiving faxes, filing documentation, or processing incoming/outgoing mail.
• Processes documentation and complaint questions associated with department/division operations per established procedures and within designated timeframes; enters data into computer systems; logs, tracks, or maintains records; compiles data for reports; maintains computerized and/or hardcopy records.
• Prepares or completes various forms, reports, correspondence, work orders, deposit reports, receipts, invoices, renewal notices, cash balance reports, account reports, or other documents.
• Receives and reviews various forms, reports, correspondence, payments, applications, refund requests, customer account records, invoices, policies, procedures, regulations, manuals, directories, reference materials, or other documentation; processes, forwards, or retains as appropriate.
• Operates office equipment such as personal computers, fax machines, copy machines, and other equipment; performs basic maintenance such as backing up data, replacing toner, or refilling paper; coordinates service/repair activities as needed.
• Communicates with supervisor, employees, other departments, contractors, customers, the public, outside agencies, and other individuals to coordinate work activities, review status of work, exchange information, or resolve problems.
• Maintains confidentiality of departmental documentation and issues.

Department-Specific Responsibilities

Water & Sewer Department

• Collects and reviews information to sell new meters to the public and builders; reviews final plats to determine correct address and location of meters; works closely with Water Engineering division to ensure all fees have been assessed and paid for each project.
• Maintains hydrant meter inventory in front office for rental, billing, and repairs; prepares and gathers information to be sent to billing.
• Performs special projects such as research into original meter purchases, sewer capacity purchases, account research, comparisons of data for different customer classes, water or sewer availability, and revisions/updates to various manuals, regulations, and program documentation.
• Performs basic maintenance and updates to customer information within the online payment portal, guiding customers on directions for auto pay, updating information, and printing invoices.
• Performs and maintains service requests in the Asset Management System by entering and updating requests; generates work orders for submission to utility maintenance staff and places return calls to customers with status advisement; completes and files work orders; completes computerized service orders for taps and service connections.
• Generates service disconnection lists; tracks payments to update disconnection lists throughout the day; notifies supervisor of information to be forwarded to answering service regarding services not to be reconnected after-hours; tracks NSF payments and updates customer utility accounts with appropriate charges.
• Assists in coordinating activities of Meter Division; assigns route and sequence numbers to new accounts for data entry; maintains database of purchased, installed, and uninstalled meters; dispatches service requests and distributes work orders; reviews completed work orders and meter applications.
• Maintains accounts with receivable and collections activities daily; prepares and mails collection letters for closed accounts with outstanding balances; maintains and updates information on accounts sent to collection agency and bankruptcies.
• Uses Advanced Metering Infrastructure (AMI) system at a high level of technical proficiency to measure, collect, and analyze water usage; trains customers on using the AMI system to pull information, set alerts, and troubleshoot usage patterns.

Parks & Recreation Department

• Responsible for data entry, operations, and maintenance of various software programs including recreation software applications; may be required to work evenings and weekends.
• Assists with planning, organizing, and conducting various recreational programs, activities, and events for the community.
• Conducts registration and reservations for events/activities; receives completed registration forms, calculates fees, collects payments, issues receipts, creates participant rosters, and issues equipment or handouts.
• Provides information to the community regarding recreation/athletic programs, activities, facilities, schedules, fees, and related issues.

Building & Economic Development

• Serves as a highly responsive customer service resource for the department, answering calls and e-mails, and directing customers to the correct resources within the department and county.
• Walks customers through the CSS portal and other online resources; provides status updates on projects to citizens; communicates with customers through an online county chat feature.
• Tracks metrics related to calls, e-mails, and various software; assists Director with tasks related to department functions and special projects.
• Processes permits and payments, schedules inspections, and assists with troubleshooting and problem resolution.

Business License

• Assists citizens with applications for business licenses and yearly renewals; assists with alcohol licensing and creation of server cards.
• Assists citizens with Customer Service Self Portal and other online resources; works with Zoning Inspector to ensure businesses comply with County policy and ordinances.

Senior Services

• Oversees the front desk of an older adult community center, including answering phone calls, speaking with patrons in-person, reviewing emails, and handling related administrative tasks.
• Conducts registration and reservations for events/activities; calculates fees, collects payments, issues receipts, creates participant rosters, ensures check-ins, contacts participants regarding program activities, and maintains Center calendar.
• Responsible for data entry, operations, and maintenance of various software programs including recreation software applications.
• Provides information to the community regarding events, activities, facilities, schedules, fees, and related issues; attends staff meetings and trainings; assists with various programs, activities, and events in the center.