Customer Service Specialist

Forsyth County•Cumming, GA

About The Position

This classification performs specialized administrative work while providing customer service for customers within assigned departments. Responsibilities include serving and assisting customers, establishing/maintaining accounts, receiving payments, generating work orders, processing related documentation, maintaining departmental databases, communicating with other organizations, and meeting all mandated guidelines. The role requires performing complex research, operating computers for data entry and retrieval, handling customer inquiries via phone, email, and in person, establishing and maintaining customer accounts, receiving and recording payments, maintaining spreadsheets and databases, managing filing systems, and performing general clerical tasks. Specific duties may vary depending on the department assignment, such as Water & Sewer, Parks & Recreation, Building & Economic Development, Business License, or Senior Services.

Requirements

High school diploma or GED
Two (2) years previous experience and/or training involving customer service, utility billing, accounts receivable, general office work, data entry, and personal computer operations
Any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job
Typing speed of 30 wpm preferred

Responsibilities

Coordinates daily work activities of assigned duties, including conferring with supervisor, organizing tasks, and monitoring work in progress.
Performs complex research of department files, database records, and other sources to assist customers.
Operates a computer for data entry, retrieval, review, and modification using various software programs.
Performs customer service functions, including answering calls, responding to emails and faxes, and assisting customers in person.
Establishes and maintains customer accounts, including setting up new accounts, updating information, and coordinating payment arrangements.
Receives and records payments, issues receipts, posts payments to accounts, and prepares daily deposit reports.
Maintains spreadsheets and updates databases with current information.
Maintains file systems for the department, including preparing, sorting, filing, and retrieving documents.
Performs general clerical tasks such as answering phones, typing, copying, and processing mail.
Processes various documentation and complaint questions associated with department operations.
Prepares or completes various forms, reports, correspondence, and other documents.
Operates personal computers, fax machines, copy machines, and other office equipment.
Communicates with various stakeholders to coordinate work activities, exchange information, and resolve problems.
Performs basic maintenance of computer systems and office equipment.
Maintains confidentiality of departmental documentation and issues.
Provides assistance to other employees or departments as needed.
Performs other related duties as required.
Assignment to Water & Sewer Department may include collecting and reviewing information for new meter sales, maintaining hydrant meter inventory, preparing information for billing, performing special projects related to meter purchases and account research, maintaining and updating the online payment portal, and performing and maintaining service requests in the Asset Management System.
Generates work orders for utility maintenance staff, completes and files work orders, and communicates with staff regarding work order status.
Generates service disconnection lists, tracks payments, and notifies supervisor of information for after-hours services.
Assists in coordinating activities of the Meter Division, including assigning route and sequence numbers, maintaining meter databases, dispatching service requests, and reviewing completed work orders.
Maintains accounts with receivable and collections activities daily, prepares and mails collection letters, and maintains information on accounts sent to collection agencies.
Uses Advanced Metering Infrastructure (AMI) system to measure, collect, and analyze water usage, and trains customers on its use.
Assignment to Parks & Recreation Department may include data entry and maintenance of recreation software, assisting with planning and conducting recreational programs, conducting registrations and reservations, creating participant rosters, issuing equipment, and providing information to the community.
Assignment to Building & Economic Development may include serving as a customer service resource, assisting customers with the CSS portal and online resources, tracking metrics, assisting the Director with department functions, processing permits and payments, scheduling inspections, and troubleshooting problems.
Assignment to Business License may include assisting citizens with business license applications and renewals, assisting with alcohol licensing and server cards, assisting with the Customer Service Self Portal, and working with the Zoning Inspector for compliance.
Assignment to Senior Services may include overseeing the front desk of a community center, answering phone calls, speaking with patrons in-person, reviewing emails, handling administrative tasks, conducting registrations and reservations, creating participant rosters, maintaining the Center calendar, providing information to the community, assisting with programs and events, and working with older adult patrons.