Customer Service Representative

An employee is this class is primarily responsible for assisting customers and performs a variety of technical functions for the Collections section of the Tax Administration Department including the accepting and posting of tax payments. Work supports the collection of taxes and is performed according to standardized procedures. Some independent judgment and initiative must be exercised within the limits of prescribed practices and processes to accomplish assigned objectives.

Operation of a telephone system, and general office equipment and accuracy of work are primary prerequisites for this level of work. This class is distinguished from the general office classes in that responsibilities include extensive public contact requiring problem resolution skills. Reports to and work is coordinated by the Collections Manager and is evaluated through observation, records, reports and periodic post audits.

* Provides public assistance in the areas of billing, payment, and requests for assistance

* Assists customers with determining taxes due and accepts in-person payment of taxes

* Troubleshoots and resolves public inquiries and complaints

* Maintains a cash drawer

* Establishes and maintains a variety of files

* Performs duties with accuracy and attention to detail

* Performs related duties as assigned

* Able to interpret, explain, and apply laws, regulations, policies and procedures related to the billing and collection of property taxes

* Able to communicate tactfully and courteously in written and verbal forms, on the telephone and in person

* Able to evaluate service issues, review alternatives and reach sound conclusions

* Able to maintain confidential and sensitive documents

* Knowledge of proper cash handling procedures including the ability to maintain and balance a cash drawer

* Able to use a multi-line telephone system, computer systems and standard office equipment to enter, update, store and/or retrieve information as necessary

* Able to maintain accurate records and reports

* Able to maintain effective working relationships with the public, employees and other departments

Physical Requirements

* Able to perform the life operational support functions of stooping, reaching, walking, fingering, talking, hearing, and repetitive motion

* Able to perform sedentary to light work exerting up to 20 pounds of force occasionally, 10 pounds of force frequently and/or a negligible amount of force constantly to move objects

* Possess the visual acuity to prepare and analyze data and figures and comprehend extensive reading

* Graduation from high school with experience in customer service with cash handling procedures; or an equivalent

combination of education and experience.

Special Requirements

* Obtain certification as an Assistant Tax Collector within 24 months of employment