Description:
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Perform a variety of duties, including typing, proofreading, billing, checking, filing, record keeping, sorting and retrieving documents and records, mail/correspondence, maintaining alphabetical, index, and cross-reference files; folds, staples stuffs and binds a variety of materials for bulk mailings; maintain general mailing lists, registration and other information.
- Represent the City and the department to the public, callers, and visitors in a professional and effective manner over the telephone and at a public counter; take and respond to a high volume of phone calls; follow general customer service policy and procedure; may act as receptionist; provide information on department and division policies and procedures.
- Receive and respond to customer inquiries; screen calls, take messages and complaints, refer customers to appropriate persons regarding services and accounts, and department business lines, including fees, licenses, permits and billing information; provide follow-up on inquiries from the public or staff; and refer or assist in the resolution of problems.
- Utilize various systems to locate information, retrieve, research and review; find out the status of accounts and conditions; create or make adjustments to service requests.
- Create or make adjustments on property/parcels; research and verify correct lot splits, lot mergers, and lot line adjustments; update accounts to provide accurate billing information; update systems and run reports of various computer systems; research and establish correct ownership, change ownership information and deed date; generate inspections; process service records and repair orders received from field crews.
- Operate 2-way radio or other telecommunication device; perform non-safety radio dispatch in order to dispatch field staff, equipment or vehicles to locations as needed; prioritize calls; and obtain and record information and keep radio contact with field personnel.
- Receive payments, make change, issue receipts and print-out account statements for permits, licenses, citation transactions, taxes and service accounts; issue, receive, type and process various applications, license, permits and other forms; input debit applications and cancellation information to customer accounts; issue refunds, notices and other related documents and information within established procedures; and update service accounts, permit, license and citation information systems.
- Receive, open and process mail containing fees for various City services, including licenses, permits, citation payments, and utility payments; process outgoing correspondence and credit card payments.
- Gather information from customers and complete appropriate property/parcel forms necessary to establish and stop services; adjust and reconcile records and billing as necessary to reflect changes in service; verify accuracy, waive penalties, and may perform collection efforts on delinquent accounts for City services, fees, licenses, permits and taxes.
- Operate standard office equipment such as telephone, calculator, typewriter, teletypewriter (TTY)/ telecommunications device for the deaf (TTD), personal computer, facsimile machine, microfiche and microfilm readers, remittance processors, money counting machines, electronic cash registers, adding machine, and other office equipment.
- Perform notary services.
- Assist in the training of other employees.
- Provides exceptional customer service to those contacted in the course of work.
- Other related duties may also be performed; not all duties listed are necessarily performed by each individual.
QUALIFICATIONS
Knowledge of:
- English usage, spelling, grammar, and punctuation.
- Proper public and telephone contact practices.
- Basic financial record keeping procedures and methods.
- Methods and equipment used in processing payment and other fees.
- Modern office practices, procedures and equipment, including filing systems.
- Basic mathematical principles and procedures.
- Assessing maps, as assigned including geographic information systems (GIS), parcel, subdivision, etc.
- Computer operations, including computer software applications and other specialized business applications.
- Organization, procedures and operating details of City department to which assigned.
Skills in:
- Computer keyboard, typewriter and 10-key calculator.
- Working as part of a team.
- Phone skills and diplomacy.
- Computer and Internet searches.