Customer Service Specialist

Forsyth County; Cumming (GA); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401K

Job summary

Forsyth County is seeking a detail-oriented administrative professional to provide customer service within the assigned department. The role includes account setup, payments processing, data entry, and maintaining databases and documentation.

The ideal candidate has a high school diploma or GED with at least two years of related experience, strong communication skills, and the ability to handle a variety of clerical tasks efficiently.

Qualifications

• High school diploma or GED with two years' experience and/or training involving customer service, utility billing, accounts receivable, general office work, data entry, and PC operations.
• Typing speed of 30 wpm preferred.

Responsibilities

• Coordinates daily work activities and prioritizes tasks with supervisor guidance.
• Performs data entry and maintains departmental databases and records.
• Handles customer inquiries by phone, email, or in person and directs to appropriate personnel.
• Establishes and maintains customer accounts, processes deposits, and handles payments and adjustments.
• Maintains filing systems, prepares reports, and supports other clerical tasks.

Skills

Customer Service

Data Entry

Accounts Receivable

Office Procedures

Word Processing

Education

High School Diploma or GED

Job description

Position Information

The purpose of this classification is to perform specialized administrative work while providing customer service for customers within assigned department, to 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.

Essential Functions

The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

• Coordinates daily work activities of assigned duties: Confers with supervisor to obtain direction regarding work assignments and priorities; organizes tasks in order to complete assigned work; monitors status of work in progress; confers with co-workers, assists each other with complex/problem situations, and provides technical expertise; assists with training and instructing co-workers regarding operational procedures and proper use of equipment.
• Performs complex research of department files, database records, electronic data records, or other sources as necessary; analyzes information to better assist customers.
• Operates a computer to enter, retrieve, review or modify data; performs data entry functions by keying data into computer; verifies accuracy of entered data and makes corrections; utilizes word processing, spreadsheet, database, case management, calendar, internet, e-mail or other programs.
• Performs customer service functions; answers telephone calls, responds to emails, responds to faxes, and assists customers in person; ascertains nature of business, directs callers/visitors to appropriate personnel, and records/relays messages; retrieves messages from voice mail or answering machine; initiates and returns calls as necessary, provides assistance and information related to applicable services, accounts, procedures, forms, fees, problems, or other issues; assists customers with service requests; responds to questions, complaints, or requests for specific service(s); researches problems and initiates problem resolution and completes the research cycle to return call to customer; and assists in resolving issues involving upset customers.
• Establishes and maintains customer accounts; receives applications for service; sets up new accounts in computer following current county or departmental policy; updates account information as appropriate; receives and records deposits; coordinates payment arrangements; prepares various account adjustments.
• Receives moneys in payment of a variety of deposits, bills, or other fees/services; records transactions and issues receipts; posts payments to proper account on computer; prepares daily deposit reports; maintains cash drawer and balances revenues.
• Maintains spreadsheets and updates databases with current information as assigned and including balance request, disconnect list, leak adjustments; enters information from orders or other data sources into spreadsheet and database; enters the results from service tests and inspections into spreadsheet.
• Maintains file system of various files/records for the department/division; prepares and sets up files; sorts/organizes documents to be filed; files documents in designated order; retrieves/replaces files;
• Performs general/clerical tasks, which may include answering telephone calls, typing documents, making copies, sending/receiving faxes, filing documentation, or processing incoming/outgoing mail.
• Processes a variety of documentation and complaint questions associated with department/division operations, per established procedures and within designated timeframes receives, reviews, records, types, and/or distributes documentation; enters data into computer systems; logs, tracks, or maintains records regarding department activities; compiles data for further processing or for use in preparation of department reports; maintains computerized and/or hardcopy records.
• Prepares or completes various forms, reports, correspondence, work orders, deposit reports, receipts, invoices, renewal notices, cash balance reports, account reports, or other documents.
• Receives various forms, reports, correspondence, payments, applications, refund requests, customer account records, invoices, policies, procedures, regulations, manuals, directories, reference materials, or other documentation; reviews, completes, processes, forwards or retains as appropriate.
• Operates a personal computer, fax machine, copy machine, general office equipment, or other equipment as necessary to complete essential functions, to include the use of word processing, spreadsheet, database, e-mail, Internet, or other computer applications; performs basic maintenance of computer system and office equipment, such as backing up data, replacing toner, or refilling paper.
• Communicates with supervisor, employees, other departments, contractors, customers, the public, outside agencies, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.
• Performs basic maintenance of computer system and general office equipment, such as backing up data or replacing paper, ink, or toner; coordinates service/repair activities as needed.
• Maintains confidentiality of departmental documentation and issues.

Additional Functions

Provides assistance to other employees or departments as needed; performs other related duties as required.

Minimum Qualifications

High school diploma or GED; supplemented by two (2) years previous experience and/or training involving customer service, utility billing, accounts receivable, general office work, data entry, and personal computer operations; or 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.

Benefits Provided By Forsyth County To Full-time Employees

Personal Leave Accrual

Personal Leave Shall Be Accrued As Follows

• 0 - 4 Years - 20 days per year - 6.16 hours per pay period
• 5 - 14 Years - 25 days per year - 7.70 hours per pay period
• 15+Years - 30 days per year - 9.24 hours per pay period

Observed Holidays

New Year's Day, Martin Luther King Day, Memorial Day, Independence Day, Labor Day, Veteran's Day, Thanksgiving (2), and Christmas (2).

Medical Insurance

• Aetna Choice POS II - $2000 Individual Deductible (Basic Plan)
• Aetna Choice POS II - $1000 Individual Deductible (Plus Plan)
• Kaiser Permanente HMO- $0 Individual Deductible

Dental Insurance

• Base $1,000 Plan
• Buy-Up $1,500 Plan

Vision Insurance

The vision plan offered by Forsyth County Board of Commissioners is administered by Aetna and will offer office visit copays for exams, as well as copays for lenses, frames, and contacts.

Basic Life & AD&D Insurance

The Forsyth County Board of Commissioners recognizes the importance of basic life insurance for all of its employees. The Board provides term life insurance and accidental death and dismemberment (AD&D) protection for each full-time employee. This is a County-paid benefit.

Disability Insurance – Short Term and Long Term

100% paid by Forsyth County. Eligibility begins date of hire.

Short Term Disability

60% of weekly earnings to a maximum of $1,000.00 a week. Eligibility begins 14 days after an accident or sickness and has a benefit period of 24 weeks.

Long Term Disability

60% of monthly earnings to a maximum of $5,000.00 a month. Eligibility begins at 26 weeks to coordinate with the end of Short Term benefits and continues 24 months (Own Occupation).

Additional Life Insurance And AD&D

Rates vary based on amount of coverage selected. Additional life insurance may be purchased for employee, spouse, and children.

Retirement Plan (401K)

Fully vested at five years of employment – 20% graduated vesting annually. Eligible to begin contributions immediately upon hire.

Six Months through One Year of County Service

Forsyth County matches your contributions, dollar for dollar, up to 5% of your pay. That’s a 100% return on the first 5% of pay you save.

Years One through Five

Forsyth County “seeds” your account with 5% of your pay each year, and matches 100% of what you contribute, up to 5% of your pay.

Years 5 through 10

The County continues its automatic “seed” contribution of 5% of pay, matches up to the first 5% of pay that you contribute, then adds a 50% match up to the next 5%.

After 10 Years of Service

You continue to receive a 100% County match on the first 5% of pay you contribute, and 50% on the next 5% of pay you save. But now, the automatic contribution the County makes to “seed” your account each year increases to 7.5% of your pay.

01

Do you have a high school diploma or a G.E.D?

• Yes
• No

02

Do you have at least two (2) years previous experience and/or training involving customer service, utility billing, accounts receivable, general office work, data entry, and personal computer operations?

• Yes
• No
• Required Question