Customer Account Specialist in Conyers, Georgia at Rockdale County, Georgia

Job Summary

This position is responsible for handling customer accounts, billing issues, service requests, and/or customer complaints according to established Water Resources guidelines for the County. Employees in this class perform at the fully competent level and may function as lead worker as needed. Work is performed in accordance with County and department policies and procedures and State and Federal regulations relating to the Water utility and accounting policies and practices. Employees research and provide information to customers and fellow employees and generate reports to ensure data integrity and accuracy. Work involves resolving unusual and routine questions and problems. Employees must exercise initiative and independent judgment in handling a wide variety of work assignments including customer service and billing functions.

Essential Functions

Essential Functions: These are intended only as 1/lustratlons of the various types of work performed. The omission of specific duties does not exclude them from the position.

Responds efficiently to all walk-in customers and telephone inquiries to determine needs, provide recommendations and quotes, and help with the order process

Maintains a good working relationship with vendors to obtain quotes and best pricing, and to follow up on orders in the process

Processes payment returned checks and charges back to accounts with added fees; notifies customers of appropriate action; enters shut-off notices into the computer.

Processes customer refunds and distributes reports to the Finance Department.

Collects and organizes data, maintains a variety of department financial and account files/databases.

Enters all information into the Accounting system and provides follow-up with all referrals in a systematic/organized approach.

Assists department with phone calls as needed and on questions they may have relating to the billing system.

Assists with day-to-day activities including communicating with irate customers, maintaining the billing computer system database, and assisting on special projects.

Receives and responds to inquiries from the public in person and over the phone.

Type documents, forms, and other correspondence as necessary.

May serve as a leadworker for billing specialists including assisting with the more difficult aspects of the work resolvlng unusual and complex problems

Prepares, updates and maintains databases and spreadsheets designed to monitor and track project schedules and expenditures.

Tabulates and analyses staff activity reports for various functions & develops statistical data and prepares reports as directed

Assists managerial staff with a variety of complex and routine administrative duties.

Additional Duties:

The employee in this classification may be expected to perform any related duties as required by proper authority.

Knowledge. Skills and Abilities

Considerable knowledge of applicable laws, codes, regulations, policies, and procedures related to duties.

Knowledge of accounting principles and record-keeping functions.

Skill in organizing and maintaining filing systems .

Skill in recording and tracking revenues, such as payables and receivables.

Skill in oral and written communications, to provide clear and concise reports and correspondence.

Skill in organizing workflow to process work within the assigned time frame, while handling multiple interruptions and adjustments to priorities throughout the day.

Ability to apply bookkeeping principles to the maintenance of standard fiscal and accounting records.

Ability to make arithmetic computations and tabulations rapidly and accurately.

Ability to use tact and courteousness in dealing with the general public in person or by phone, as well as employees of the various county offices in all types of contacts arising during daily work activities.

Ability to maintain strict confidentiality.

Ability to generate accounting reports in various formats.

Ability to effectively present information and respond to questions from groups of managers, customers, and the general public.

Working Conditions

Work is typically performed in an office environment. The employee uses office equipment requiring some dexterity.

Minimum Qualifications

1. High school diploma or equivalent
2. Two (2) years of work-related experience in sales, billing, account management, or customer service environment desired
3. Must have a combination of education, training, and work experience that is equivalent to #1 and #2 above that provides the requisite knowledge, skills, and abilities for this job.
4. Valid State of Georgia driver's license.