CUS SVC & BILLING COORDINATOR in Thomaston, Georgia at City of Thomaston

Job Description

Position Title: Customer Service and Billing Coordinator

Department: Finance

Reports To: Finance Director

FLSA Status: Non-Exempt

Employment Status: Full Time

Position Summary

The Customer Service and Billing Coordinator serves as the primary point of contact for citizens regarding utility billing, payments, account inquiries, and service concerns. This position

represents the City of Thomaston at the front counter and over the phone and directly impacts public trust and customer satisfaction.

You protect City revenue and reputation by ensuring payments are processed accurately, billing questions are answered clearly, concerns are resolved timely, and customer interactions are

handled professionally. Accuracy, timeliness, and service quality are essential functions of this role.

Essential Duties and Responsibilities

1) Customer Service and Front Counter Operations

• Serve as the primary front counter and phone contact for billing and payment inquiries

• Greet citizens professionally and assist with account questions

• Accept payments accurately and issue receipts

• Ensure daily customer interactions are handled respectfully and efficiently

• Maintain confidentiality of customer and account information

2)Billing Questions and Account Support

• Respond accurately to utility billing questions

• Explain charges, usage, fees, and account balances clearly

• Review accounts to identify billing issues or discrepancies

• Escalate complex billing concerns appropriately

• Document customer concerns and resolutions

3)Payment Processing and Deposits

• Process payments accurately and timely

• Balance receipts daily

• Prepare and support daily deposits according to procedure

• Maintain organized documentation for payments and deposits

• Follow internal controls related to cash handling

4) Customer Concerns and Issue Resolution

• Address customer concerns promptly and professionally

• Track unresolved issues and follow up until resolution

• Coordinate with Finance staff when issues require review

• Reduce repeat customer complaints through accurate resolution

• Maintain a calm and professional demeanor during difficult interactions

5) Time Management and Workload Control

• Manage high customer volume efficiently

• Balance front counter service with administrative tasks

• Maintain steady workflow without excessive backlog

• Meet deadlines consistently

• Adjust priorities during peak service periods

6) Cross-Training and Service Coverage

• Learn all customer service related functions

• Provide coverage during staff absences

• Demonstrate understanding of end-to-end customer service processes

• Support consistent service delivery regardless of staffing