Customer Service Associate III

Gwinnett County Government; Lawrenceville (GA); On-site; USD 65,000 - 78,000; Full time

Job summary

Gwinnett County Government is seeking a lead customer service professional to provide complex office and field support to department customers. You will lead staff, handle work orders, process applications and permits, and investigate complaints.

The role requires a high school diploma or GED and four years of office or field customer service experience, with knowledge of billing, metering and tax records. Equal opportunity employer.

Qualifications

• High School Diploma or GED and four years of general office or field customer service experience or an equivalent combination
• Knowledge of laws, rules, and regulations and advanced customer service principles
• Experience with math, accounting, and bookkeeping principles

Responsibilities

• Lead staff by assigning and monitoring work to ensure accuracy
• Provide advanced customer service for department issues, process work orders, permits, applications, and investigate complaints
• Prepare and distribute reports and logs to appropriate personnel
• Investigate complex customer account issues and notify individuals of overdue balances; may discontinue service
• Oversee training of lower-level staff on calculations, processing adjustments, and related paperwork
• Create and maintain billing records, process payments and permits, and balance cash"],
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Skills

Lead staff

Customer service

Work orders

Meter reading

Communication

Cash handling

Records management

Problem solving

Education

High School Diploma or GED

Job description

Job Description

This class is responsible for providing complex office or field support to department customers. Incumbents serve as lead to staff.

Job Description

This class is responsible for providing complex office or field support to department customers. Incumbents serve as lead to staff.

Responsibilities

• Serve as a lead to staff to include assigning and monitoring work providing direction and ensuring work is completed correctly by lower-level staff members.
• Provides advanced customer service regarding department issues to include processing or completing work orders, processing applications, issuing permits, and investigating complaints.
• Updates, reviews, analyzes and prepares a variety of reports and logs and distributes to appropriate personnel.
• Reviews and researches complex customer account issues, which may include accessing GIS and/or tax records and notifies individuals regarding overdue balances and may discontinue service if needed.
• Updates accounts and maintains files and records.
• Oversee the training of lower-level staff on calculating and processing adjustments and the required paperwork, lost water procedures and other associated processes.
• Creates, updates and maintains accounts and records of billing, processes payments and permits to include balancing monies.
• Performs other duties of a similar nature or level.

Qualifications

Training and Experience (positions in this class require): High School Diploma, or G.E.D., and four years of general office or field customer service experience; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

Licensing Requirements

• Valid Driver's License from state of residency.

Knowledge Of

Knowledge (position requirements at entry):

• Applicable federal, state, and local laws, rules, and regulations
• Advanced customer service principles
• Math and accounting
• Bookkeeping/accounts receivable principles
• General office procedures
• Meter reading principles
• Detailed commercial and residential billing procedures.

Skill In

Skills (position requirements at entry):

• Using a computer and applicable software applications
• Providing customer service
• Leading staff
• Using general office equipment
• Maintaining records and files
• Handling cash transactions, balancing cash drawers, and preparing deposits
• Conducting work orders
• Prioritizing and assigning work tag must be inserted after the last line of the list.
• Reading meters
• Communication, interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction.

Positions in this class typically require: kneeling, crouching, reaching, standing, walking, fingering, grasping, feeling, talking, hearing, seeing and repetitive motions. Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

About Us

Welcome to Gwinnett County Government

Gwinnett County Government is an award-winning employer that believes in investing in its employees by providing corporate level benefits, a wellness program, professional development opportunities, career advancement, and more

Careers with impact

Gwinnett County sets the standard as a dynamic, vibrant community where all people can enjoy economic opportunities, safe neighborhoods, plentiful greenspace, and recreational facilities. We are committed to hiring those who share our dedication to making life better for our residents and business owners. The culture of superior service that our employees have created reflects that standard and helps staff, residents, and stakeholders remain vibrantly connected.

Exceptional benefits

Working for Gwinnett County comes with exceptional benefits, including health coverage, a robust wellness program (Spouses can participate, too!), onsite employee wellness center, longevity pay, tuition reimbursement, and more. The value of Gwinnett County benefits can be up to 49 percent of an individual’s total compensation.

World-class community

More than a million residents make up Gwinnett’s diverse community. The County is located just 45 minutes from Hartsfield-Jackson Atlanta International Airport and 30 minutes from downtown Atlanta. Georgia Highway 316 reduces travel time to the University of Georgia to 25 minutes.

Gwinnett County is an award-winning employer!

• Atlanta’s Healthiest Employer by Atlanta Business Chronicle
• Green Communities Platinum Certification for Gwinnett County from the Atlanta Regional Commission
• Top 100 Healthiest Workplaces in America by Springbuk and PR NewsWire and more!

Vision

Gwinnett is the preferred community where everyone thrives!

Mission

Gwinnett proudly supports our vibrantly connected community by delivering superior services.

Values

Integrity: We believe in being honest, building trust, and having strong moral principles.

Accountability: We believe in stewardship, transparency, and sustainability.

Equity: We believe in fairness and respect for all.

Inclusivity: We believe in engaging, embracing, and unifying our communities.

Innovation: We believe in continual adaptation of technology, process, and experience.

Hiring Process

Gwinnett County is an Equal Opportunity Employer. For more information regarding our hiring process, please click the links below:

• Hiring Process
• FAQs

Gwinnett County is committed to creating a diverse workforce. As an Equal Opportunity Employer, we prohibit discrimination on the basis of genetic information (including sex), race, color, national origin (including ancestry), gender (identity and expression), sexual orientation, age, marital status, familial status (including pregnancy), disability, military or veteran status, religion, political affiliation, immigration status, homeless status, or any other category protected by law.

Reasonable accommodations for qualified individuals with disabilities may be requested. If you need an accommodation during the application, interview, or testing process, contact Human Resources at 770.822.7915 or [e-mail]. This email is only for accommodation requests; for questions related to job postings, use [e-mail].