Customer Service Specialist

DISCLAIMER: This classification specification has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to perform the job. The Physical Requirements and Working Conditions section of this classification may vary from position to position. The employer reserves the right to assign or otherwise modify the duties assigned to this classification. 

GENERAL DESCRIPTION: The Customer Service Specialist ensures the timely, accurate, and thorough processing of all payments from the public including utility bills, civil citations, zoning permits, and recreational rentals for the Town of Landis. The position also performs administrative tasks, i.e., providing telephone contact and directing calls to various departments. This position is also responsible for posting to the town’s social media page, website, and newsletter, along with performing accounts receivable tasks. This position is designated as an non-essential position. 

ESSENTIAL FUNCTIONS/TYPICAL TASKS:

• Data Entry for utility billing, payments, and database maintenance. 
• Ensures accurate and timely billing for all utility accounts; applying late fees to necessary accounts.      
• Cash handling and verification for utility and other payments. 
• Assist with the preparation of Billing Revenue. 
• Answering customer utility billing questions including negotiating payment extension and late payment      agreements. 
• Ensures Town Utility bills are paid. 
• Generate necessary monthly reports for Waste Pro. 
• Power connection and disconnection assistance. 
• Ensures all forms of customer communication sites are updated for announcements. 
• Referring service requests to appropriate departments including preparing work orders and tracking forms.      
• Performs an initial edit of meter readings and develops a re-read list for staff. 
• Manages and supervises assigned staff; assigns tasks and work, evaluates, and approves work schedules.
• Represents Utility Billing Department in communications with residents, administration, staff, and external contacts to respond to questions, resolve issues and gather data as needed.
• Prepares various monthly, quarterly, annual, and special reports as required for internal, state, federal, or other statutory requirements.
• Develops best practices, creates and maintains written policy and procedures manuals for all areas under supervision to maintain sound financial records and ensure compliance with all policies and applicable standards and statutes.
• Approves monetary adjustments to customer accounts; prepares uncollectible accounts for debt set-off.
• Participates in and provides input into selection and hiring of departmental staff, writes performance reviews and makes other recommendations for staff. 
• Reviews plans for impact fees, water and sewer tap applications including research for previously paid fees; and researches discrepancies in any plan submittals.
• Other duties as assigned.

 KNOWLEDGE, SKILLS, AND ABILITIES:  

• Thorough knowledge of Generally Accepted Accounting Principles and Practices, auditing practices and principles, laws, general statutes, rules, and regulations governing fiscal operations.
• Ability to establish and maintain effective working relationships with the general public, vendors, and employees.
• Ability to maintain established accounting, cash management and control standards for municipal government.
• Ability to perform detailed reviews of accounting data for accuracy and completeness; prepare detailed and informative reports.
• Ability to interact and effectively communicate with people from diverse backgrounds, with a focus on teamwork and problem solving.
• Ability to interpret and apply regulations, policies, and laws.
• Ability to manage and prioritize projects and meet deadlines.
• Ability to comprehend and implement established contracts, permits, and fee schedules.
• Technical competency in accounting software systems and asset management software.
• Skilled in performing complex mathematical calculations and strong problem-solving skills.
• Skilled in the processes and procedures of effective budgeting and auditing.
• Skilled in written and verbal communications; good organizational skills.

PHYSICAL REQUIREMENTS: The physical demands and working environment, which follow, are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to perform the basic life operational support functions of reaching, lifting, grasping, full use of fingers, talking, hearing, and repetitive motions. Must possess visual acuity necessary to perform duties. Must have ability for vocal communications to express or exchange ideas orally and to convey information at normal spoken levels and to receive detailed information at normal levels. Must be able to stand and sit for shift duration. Work requires the exertion of up to 10 pounds of force occasionally and a negligible amount of force frequently or constantly to move objects. Some light work requiring the exertion of up to 20 pounds of force occasionally, up to 10 pounds of force frequently, and a negligible amount of force constantly to move objects. The worker is not subject to adverse environmental conditions. 

EDUCATION AND EXPERIENCE: 

• A combination of education and experience equivalent to graduation from high school with considerable office management work will be accepted. 
• Bachelor’s degree in business administration or finance is preferred. 

SPECIAL REQUIREMENTS: 

• Ability to obtain/maintain Notary Public.
• Ability to successfully complete the NIMS course work applicable to the position within one year.
• Ability to maintain on call status for emergency power outage needs. 
• Ability to maintain a high level of confidentiality.
• Possession of a valid driver’s license in the state of North Carolina.
• Ability to work on-call. 
• Must be reachable and able to respond outside of normal operating hours.