TAX CUSTOMER SERVICE REPRESENTATIVE

General Statement of Duties
Performs responsible clerical and customer service duties in collection of taxes and maintenance of tax records.

Distinguishing Features of the Class
An employee in this class performs a variety of clerical duties in support of the County tax functions, especially in the collection and listing of taxes and explanation of procedures. Employees perform duties such as taking payments for county taxes, computing taxes and penalty charges; assuring correct information and entering data into compute; opening mail and keying in collections received; assuring security of cash; making copies of maps and property cards; answering questions in person and by phone; and informing citizens of how to qualify for exemptions. Accuracy is required in making calculations, in handling money, and in entering data into the computer. Considerable tact and courtesy must be exercised in frequent public contact. Some independent judgment is required in the performance of duties; situations involving complex interpretations of tax laws and policies are referred to the Tax Assessor or Tax Collector or their designated assistant. Work is performed in an office setting and the employee is not substantially exposed to adverse environmental conditions. Work is performed under regular supervision and is evaluated through observation and discussion for accuracy and compliance with laws and policies.

Duties and Responsibilities
Essential Duties and Tasks

• Provides customer service by telephone and in person; answers inquiries about tax bills, property records, property valuations, procedures and requirements or refers to others as necessary; provides tax certifications to attorneys, lending institutions and taxpayers.
• Processes in-coming mail; sorts, distributes and keys in amounts; prepares out-going mail, posts and maintains records of postage due.
• Provides assistance to taxpayers, attorneys, real estate professionals, and the general public in researching records, using maps, and in providing general information on tax laws and policies.
• Assures security of cash drawer.
• Performs a variety of clerical duties to support office functions including opening, sorting and distributing mail; organizing forms, stuffing envelopes and mailing forms, etc.; preparing and sending correspondence to taxpayers who fail to list property and filing forms, correspondence, etc.
• Receives payments from customers for real and personal property taxes, utility payments, solid waste fees, ambulance bills and privilege licenses; provides receipts for payments; posts payments to computerized database; balances cash drawer daily and shares responsibility, on a rotating basis, for preparing and making bank deposits.
• Calculates tax pre-payments, accepts payments and provides receipts; makes adjustments to tax bills crediting interest with proof of payment before due date; issues mobile home moving permits with proof of tax payment.
• Performs a variety of clerical duties to support office functions including opening, sorting and distributing mail; organizing listing forms, stuffing envelopes and mailing listing forms, late listing bills, etc.; preparing and sending correspondence to taxpayers who fail to list property and filing forms, correspondence, etc.
• Processes return check by applying return check fees, collected and redeposit.
• Provides background support to Delinquent Collections Specialist by looking up Social Security numbers and addresses within the Accurint system as well as employment history within the Employment Security system. Input information into spreadsheet to process the garnishments.
• Processes and files bankruptcy and estate claims.
• Assists taxpayers with inquiries regarding tax/vehicle payments, responding to questions or referring taxpayer to appropriate officials; calculates payment plans for delinquent taxpayers; assists attorneys, mortgage holders and others in determining back or current taxes due.
• Posts releases, issues Privilege Licenses, and issues mobile home moving permits.

Additional Job Duties

• May assist in other sections of the Tax Office.
• Performs related duties as required.

Recruitment and Selection Guidelines
Knowledge, Skills and Abilities

• Working knowledge of modern office practices and procedures.
• Some knowledge of North Carolina Machinery Act, County tax policies and procedures concerning listing, assessment, billing and collection.
• Ability to compute figures rapidly and accurately.
• Ability to read tax maps.
• Ability to deal tactfully and courteously with the general public, in explaining laws, policies and procedures, and handling angry customers.
• Ability to establish and maintain effective working relationships with co-workers, supervisors and county officials.
• Ability to operate calculators, computers and other assigned equipment with speed, accuracy, and skill.
• Ability to work with figures accurately and efficiently.

Physical Requirements

• Must be able to perform the basic life operational skills of stooping, reaching, lifting, fingering, grasping, and repetitive motions.
• Must be able to perform sedentary work, exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push or otherwise move objects, including the human body.
• Must possess the visual acuity to prepare and analyze data and figures, accounting, to operate a computer terminal, and extensive reading at distances close to the eyes.

Desirable Education and Experience
Graduation from high school and some clerical experience involving data input, money handling and public contact; or an equivalent combination of training and experience.

Special Note: This generic class description gives an overview of the job class, its essential job functions, and recommended job requirements. However, for each individual position assigned to this class, there is available a checklist which can give further details about that one specific position. These documents should be reviewed before initiating a selection process. They can provide additional detailed information on which to base various personnel actions and can assist management in making legal and defensible personnel decisions.