JOB SUMMARY

This position is responsible for performing administrative and customer service duties in support of the Finance Department. This position reports directly to the Customer Service Manager.

ESSENTIAL JOB FUNCTIONS

• Assists the general public with questions, comments, complaints, and problems regarding all aspects of City services.
• Collect and process payments for the City including, but not limited to: water payments, business license payments, hospitality tax payments, and other miscellaneous receipts.
• Collect and process water and sewer payment for Berkeley County Water and Sanitation Authority (BCWSA).
• Enters data into computer system and sets up new accounts for customers.
• Creates and completes service orders to include connects, disconnects, leak checks, and other services.
• Assist in monthly meter read allocation.
• Balances cash drawer for City and BCWSA. Locates and corrects errors and prepares bank deposits.
• Performs daily journal entries for credit card transactions.
• Imports online payments daily.
• Receives, prepares, processes and files various reports and records to include water bill payments, turn-off lists, service orders and customer history reports.
• Prepares mail for the Post Office; picks up and distributes mail.
• Obtains deposit receipts and change orders from the bank.
• Enters and process new bank drafts for water customers.
• Establish service for new construction and enter water tap and impact payments for new construction.
• Greets visitors and answers the telephone, provides accurate information to callers and/or forwards calls to appropriate finance personnel; takes messages as needed and/or directs calls and routes information to appropriate Department, as needed.
• Handles general public complaints or concerns and/or directs inquiries to appropriate finance department personnel.
• Researches, locates, copies and distributes documents as requested and appropriate.
• Attends training, meetings, seminars and/or workshops to enhance job knowledge and skills.
• Serves as back up to co-workers.
• Performs other duties as assigned.

MINIMUM REQUIREMENTS

• High school diploma or GED. Some college desired.
• Two years’ administrative experience in an office setting, to include contact with the public in a customer service environment, records management, generating reports and working with spreadsheets and databases.
• Experience in a government setting or utility company preferred.
• Experience in records management, contact with the public and utilizing computers.
• Must have intermediate knowledge of Microsoft Word, Excel, and Outlook.
• Ability to become a Notary.

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of principles and processes for providing excellent customer service, including accurate and thorough communication and the evaluation of customer satisfaction and opportunities to become a customer advocate.
• Knowledge of techniques for providing a high level of customer service by effectively dealing with vendors, contractors and City staff.
• Knowledge of basic accounting and mathematic functions.
• Knowledge of water billing procedures.
• Ability to operate general office equipment including scanner, printer, copier, telephone, and computer with Microsoft Office Suite.
• Ability to foster and develop partnerships with community representatives, external agencies, stakeholders, and vendors.
• Ability to provide quality customer service, including handling difficult customers.
• Ability to effectively handle communications that involve a high degree of difficulty (i.e., contentious confidential sensitive or political) with very diverse, very important contacts both inside and outside of the organization.
• Ability to use discretion, persuasion, conciliation, dispute resolution, and mediation or negotiation skills when dealing with and/or facilitating complex and unusual situations.
• Ability to organize work and stay focused. Must be able to work with regular interruptions.
• Ability to work under pressure in a fast-paced environment.
• Ability to multi-task.

WORK ENVIRONMENT

The work is typically performed indoors in an office environment, relatively free from unpleasant environmental conditions or hazards.

PHYSICAL DEMANDS

Frequently requires fine dexterity, handling, vision, hearing and talking. Frequently requires standing, sitting, walking, and twisting. Occasionally requires walking, lifting, carrying, reaching, kneeling, pushing/pulling, bending, crouching, stooping, climbing, and balancing. Sedentary strength demands include exerting up to 10 pounds occasionally.

MENTAL DEMANDS

Frequently require performing multiple tasks simultaneously, working closely with others as part of a team, and tedious or exacting work. Occasionally requires time pressures, frequent change of tasks, and irregular schedule/overtime.

REASONABLE ACCOMMODATION

The City of Goose Creek is an Equal Opportunity Employer. To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the primary job functions herein described. Prospective and current employees should contact Human Resources to request ADA accommodation.

DISCLAIMER

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

The City reserves the right to revise this position description at any time.