Finance Customer Service Representative

Position Description

Anne Arundel County Government is hiring for a full-time, permanent Customer Service Representative position within the Office of Finance.

This is customer service work at the full performance level, responding to inquiries and complaints from the general public.

NATURE AND VARIETY OF WORK
Work includes answering telephones, serving walk-in customers, and processing mail and deeds.

Work is performed with general supervision. Assignments are stable in nature and are carried out in accordance with defined policies and procedures. An employee in this class ensures professionalism in providing quality service to the public. Contacts with the general public are extensive and important.

Examples of Duties and Knowledge, Skills and Abilities

(Note: The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimum qualifications and salary levels for all positions in this class. They are not intended to include all of the essential functions of all positions in the class.)

• Provides full service to the public regarding real estate taxes, water and sewer bills, front-foot assessments, and personal property/corporation tax bills.
• Receives and responds to telephone calls and provides service to walk-in customers.
• Processes mail by preparing duplicate bills, writing letters, and updating files.
• Receives and processes deeds for the public by researching billing files and certifying that either all liens are satisfied or preparing duplicate bills.
• Maintains files and correspondence, records statistics, and completes all follow-up work in order to process customer requests and to provide information for management purposes.
• Processes payment refunds and payment transfers for overpayments and misapplied payments.
• Works with customers to resolve billing issues and process adjustments, if applicable.
• Performs other duties as assigned or required.

• Knowledge of modern office practices, procedures, and equipment.
• Knowledge of departmental rules, regulations, procedures, and functions.
• Knowledge of basic business English, spelling, and arithmetic.
• Ability to use good judgment in determining appropriate procedures or courses of action.
• Ability to establish and maintain effective working relationships with associates and departmental employees.
• Ability to communicate effectively and courteously, orally and in writing, with the public in all instances, including complaint and enforcement situations.
• Proficient computer skills, with the ability to learn new software.
• Ability to operate basic office and maintenance equipment and software.

Minimum Qualifications

Education: Graduation from high school, college-level coursework in public or human relations or a related field.
Experience: Four (4) years or more of experience in public contact work involving complaint and problem-solving situations.

NOTE: This position requires a thorough background check.

Supplemental Qualifications

Preference will be given to applicants with the following:

• Experience with Anne Arundel County Utility Billing practices or other other county, state, or federal practices.
• Two (2) or more years of experience with Anne Arundel County MUNIS and MAINFRAME systems or similar systems.
• Experience with Anne Arundel County Department of Public Works meter services and procedures or other county, state, or federal meter services.
• Two (2) or more years of experience, working with an inbound call center Automatic Call Distribution (ACD) environment.
• Experience with deed processing and thorough knowledge of utility and tax billing.
• Intermediate or higher level MS Word and Excel experience.
• Spanish/English Bilingual speaking experience.