Customer Account Representative na City of Alpharetta, GA, GA

About the Department

Starting salary $52,000 +/-, depending on qualifications.

Under general direction of the Revenue and Customer Service Manager  performs administrative/clerical functions associated with receiving account payments and providing information service to account customers.  Performs customer service tasks such as opening, closing, and transferring customer accounts; provides assistance and information to customers; resolves account problems and corrects applicable records; processes account billings, receives payments and applies to accounts; balances daily receipts; and prepares bank deposits.

Position Duties

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position. In addition, specifications are intended to outline the minimum qualifications necessary for entry into the class and may not necessarily convey the qualifications of incumbents within the position.

• Represents the City to customers in a professional and customer friendly manner; responds to customer inquiries and complaints in person, by telephone and provides information; provides for the resolution of unusual billing and customer cost situations by conducting appropriate research.
• Receives and screens visitors and telephone calls; takes messages, directs the caller to the proper office/person, or provides factual information or resolution regarding City and departmental activities and functions requiring the application and explanation of rules, policies, and procedures.
• Interprets policies and procedures and explains service fees, rates, and procedures to customers; may waive fees under appropriate circumstances.
• Receives and processes service requests, sets-up new accounts, determines and collects necessary charges.
• Makes billing arrangements for new accounts and prepares closing bills for canceled service.
• Receives customer payments in person, electronically, , or by mail; makes changes and issues receipts; balances cash receipts, processes mail payments, develops totals, prepares deposit documents and end-of-day reports, and delivers daily bank deposits.
• Prepares correspondence relating to customer service activities; assists in the preparation of special reports related to customer billing.
• Resolves issues regarding delinquent accounts, and performs collections duties on past-due accounts;
• Operates standard office equipment, including job-related computer hardware and software applications, facsimile equipment, and multi-line telephones; and may operate other department specific equipment.
• Performs project research and report preparation, technical reports, and other technical work related to City activities.
• Receives, sorts, and disburses incoming mail; prepares outgoing mail for posting; prepares special mailings and ensures that all attachments are included and are mailed in a timely manner.
• Performs other duties as assigned.

Minimum Qualifications

Knowledge of:

• Practices and procedures related to accounting for receipts and the maintenance of customer accounts.
• Codes, regulations, policies, and procedures related to the treasury services division.
• Business arithmetic and basic statistical techniques.
• Basic business letter writing and the standard format for reports and correspondence.
• Billing as related to tax and sanitation and related functions.
• Receptionist and telephone techniques.
• Modern office procedures, methods, and equipment including proficiency with personal computers and Microsoft Office.
• Principles and practices of financial recordkeeping.
• Basic computerized data processing principles.
• English usage, grammar, spelling, vocabulary, and punctuation.
• Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors and City staff.

 
Ability to:

• Handle a diverse set of customer comments, inquiries and complaints in a polite and professional manner.
• Deal with a variety of interpersonal styles and personalities in an appropriate and diplomatic manner.
• Make mathematical computations rapidly and accurately.
• Find and reconcile discrepancies in balancing accounts.
• Type and enter data at a speed necessary for successful job performance.
• Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work, set priorities, and meet critical time deadlines.
• Operate 10-key calculator by touch.
• Establish and maintain a variety of filing, recordkeeping, and tracking systems.
• Exercise good judgment, flexibility, creativity, and sensitivity in response to changing situations and needs.
• Be detail oriented and accurate with numbers.
• Demonstrate a willingness to learn new tasks.
• Understand and follow oral and written instructions.
• Communicate clearly and concisely, both orally and in writing.
• Establish and maintain effective working relationships with those contacted in the course of the work.

 
Minimum Qualifications
Any combination of education and experience sufficient to successfully perform the essential functions of the job qualifies.

• High School diploma or GED equivalency.
• Two years of clerical accounting experience that involved providing assistance to the public.
• Possession of or ability to obtain a Notary Public License within six months of hire.
• Possession of a valid Georgia Class C driver's license.

 
Physical Demands
Physical: Primary functions require sufficient physical ability and mobility to work in an office setting and operate office equipment.  Continuous sitting and upward and downward flexion of neck; fine finger dexterity; light to moderate finger pressure to manipulate keyboard, equipment controls, and office equipment; pinch grasp to manipulate writing utensils.  Frequent side-to-side turning of neck, walking, standing, bending, stooping, pushing/pulling, and twisting at waist; moderate wrist torque to twist equipment knobs and dials; lifting objects weighing up to 20 lbs. from below waist to above shoulders and transporting distances up to 50 yards.  Occasional squatting, kneeling, and reaching above and at shoulder height; moderate grasping to manipulate reference books and manuals; lifting objects weighing 20-35 lbs. from below waist to above shoulders and transporting distances up to 50 feet.

Vision: See in the normal visual range with or without correction; vision sufficient to read computer screens and printed documents and to operate equipment.

Hearing: Hear in the normal audio range with or without correction.

Other Qualifications

This job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

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