Customer Support Specialist

City-of-Lebanon,-T; Lebanon (TN); Presencial; USD 32.000 - 52.000; Jornada completa

Descripción de la vacante

City of Lebanon seeks a customer-focused office associate to resolve inquiries, process payments, and maintain accurate records for utilities and property taxes. The role emphasizes strong communication with in-house and public customers and requires solid experience with Microsoft Office.

You will handle drive-through customer interactions, update accounts, and assist meter technicians with service orders while delivering dependable, timely support in a busy municipal setting.

Formación

• Basic computer skills and proficiency with Microsoft Office Suite.
• Knowledge of business arithmetic and accuracy in handling payments.
• Ability to follow oral and written instructions.
• Ability to interact professionally with the public and coworkers.

Responsabilidades

• Resolve customer inquiries and provide problem solving techniques.
• Process, modify, and record payment receipts for utility bills and taxes.
• Communicate with customers in person, by phone, and by email in a timely manner.
• Maintain customer account information across multiple software platforms.
• Assist with service orders, meter interactions, and daily cash handling.
• Provide information regarding utilities and property tax data to customers.

Conocimientos

Customer service

Microsoft Office

Arithmetic

Communication

Follow instructions

Interpersonal skills

Educación

High school diploma or GED

Herramientas

Microsoft Office

Descripción del empleo

GENERAL DEFINITION OF WORK

Responsibilities include resolving customer inquiries, recommending solutions and providing problem solving techniques. You will process orders, modify orders, maintain and record accurate payment receipts. You will have to communicate with customers in a timely manner, whether in-house or public customers. You will help to establish our reputation as a business that offers excellent customer support to all customers.

ESSENTIAL FUNCTIONS OF THE JOB

include the following, but are not limited to:

• Maintain a positive and professional attitude towards customers at all times.
• Position will be mainly working with our customers through the drive through window.
• Collect and update all customer account information on multiples software platforms.
• Provide detailed and accurate information within established time frames.
• Responds to customers’ inquiries or issues via phone and email in a timely and accurate way regarding utilities and property tax information.
• Receives, counts, balances and reports cash, checks and credit card payments daily for utility bills, miscellaneous fees and property taxes, providing receipts to customers.
• Initiates and completes service order requests/works with meter technicians for installation.
• Process orders, forms, applications and requests in a timely manner.
• Research and resolve customer complaints while ensuring customer satisfaction.
• Knowledge of all job duties in order to provide excellent customer support.
• Assists customers with property tax and tax freeze applications to ensure information is accurate/enter information into the Tax Relief Application Management System (TRAMS).
• Coordinates account information with other utility districts.
• Process mail and payments left in overnight drop box daily.
• Works closely with Meter Technicians for cutoffs, service orders and meter checks.
• Process adjustments for customers with leaks.
• Access and utilize the AMI system for meter reading, running reports and providing customers with information specifically regarding their daily usage.

ADDITIONAL DUTIES

• Filing records and performing related work as assigned
• Assists other office personnel and performs other duties as required.

REQUIRED KNOWLEDGE, SKILLS & ABILITIES

• Basic knowledge of computer skills (Microsoft Office Suite)
• Knowledge of business arithmetic.
• Knowledge of department office procedures, methods, equipment with particular reference to receiving and reporting receipts for payments.
• Ability to make decisions in the best interest of the business and customer.
• Ability to follow oral and written instructions.
• Ability to establish and maintain effective working relationships with the public and other employees.

EDUCATION

A high school diploma or G.E. D. equivalent is required.

SOFTWARE SKILLS

Must have strong knowledge of with Microsoft Office, Word, Excel and PowerPoint.

EXPERIENCE

Minimum 2-3 years of relevant office experience with strong customer interaction or customer service/customer support experience is required.

PHYSICAL DEMANDS, WORK ENVIRONMENT, AND REASONABLE ACCOMMODATIONS

While performing the duties of this job, the employee is frequently required to talk or hear. The employee is also required to stand; walk, sit; use hands to finger, and to handle or feel objects, tools, or controls. Will sit for long periods of time, must be able to reach. May be required to lift up to 10 lbs. May be required to lift up to 10 lbs.

Job duties are performed in an office environment. Employees will utilize general office equipment including a copy machine, computer, adding machine, scanner and fax.

It shall be the responsibility of the City of Lebanon Finance Commissioner to assess the type(s) of reasonable accommodations which may be necessary to allow the individual to perform the essential functions of this role and to provide such necessary reasonable accommodations to a qualified individual with a disability, provided that nothing herein shall be construed to require the provision of reasonable accommodations if doing so will impose an undue hardship on the employing agency or a direct threat to the safety of himself/herself or others.