Town of Taos (NM) is hiring: Lead Customer Service Technician in Taos

$38,049 a year - Full-time

Job details

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Pay

$38,049 a year

Job type

Full-time

Full job description

GENERAL PURPOSE
Performs a variety of first line supervisory and full performance, routine and complex clerical duties as needed to expedite the billing, collection and processing of utility account transactions. Provides timely, accurate, and appropriate customer service, clerical, and/or accounting support to an assigned program, service, or department. Position involves competing demands, performing multiple tasks, working to deadlines, and responding to customer issues.

SUPERVISION RECEIVED
Works under the general supervision of the Customer Service Manager.

SUPERVISION EXERCISED
Provides close to general supervision to Customer Service Technicians.

EXAMPLE OF DUTIES

ESSENTIAL FUNCTIONS
Interacts with customers to provide the appropriate level of response to inquiries, issues of concern, and requests for information, or explanation, regarding various services, processes, policies, and procedures. Refers matters requiring policy interpretation, or technical expertise to the appropriate staff for resolution. Assists to open and close utility accounts; makes entry by service order system; receives payments by phone, mail-in and over-the-counter. Performs daily "start work" activities such as opening and preparing cash register and/or drawer, etc.; processes transactions, calculates and prepares credit and debit entries; posts utility payments and receipts transactions for various town revenues, i.e., licenses, fines, fees, tickets and related town services; follows established processes and procedures based upon department policies; balances receipts and cash drawer and prepares daily bank deposits.

Provides assistance to ensure the proper use and completion of forms and documents; enters data and related information into database, verifies accuracy of information, conducts research; handles inquiries related to utility accounts; initiates service orders to appropriate departments; assists customers with service changes; performs telephone follow up as needed; monitors changes in service; identifies action needed to update account records, such as name changes, ownership changes, change of address and other change requests. Mails follow up billings to residents and performs telephone follow up as needed; prepares needed adjustments to utility rate tables and mails letters notifying customers of adjustments; prepares adjustments due to leaks and billing errors; researches posting error payments that have been lost or credited incorrectly; initiates collection activities for payments received with NSF checks; processes monthly collections report.

Updates accounts, provides accurate documentation, creates and updates files, completes forms, enters and verifies data, and processes documents and transactions in various mediums and formats; utilizes installed software on a personal computer to provide consistent, accurate, and timely records and information. Prepares activity reports showing number and type of account transactions, including connections and disconnections; prepares balancing report by comparing receipts with total daily revenue; assists in preparing daily bank deposit and verification process.

Manually calculates how many tons of waste are being dumped at the Taos Regional Landfill and enters charges into billing system; generates various computer reports, and balances (before and after billing); processes billing information as needed to prepare billing invoices for printing and mailing; prepares Landfill Financial & Refuse reports for Regional Landfill monthly meetings. Prepares monthly Gross Receipt Tax Report and voucher for payment; reviews State of New Mexico application for Combined Reporting System (CRS) Numbers; issues CRS Numbers and mails original applications to the New Mexico Taxation & Revenue Dept.; dispatches meter reader to service call; may participate in meter reading process; mails follow-up billings and account reports requested by customers and performs telephone follow up as needed; prepares and completes service orders to appropriate departments internal and external; assists on annual field audit on waste containers and customers’ accounts to assure accurate billing; assists in the processing of reports on delinquent accounts to legal department; prepares monthly reports to various departments internal and external.

Performs a compilation of parking meter revenue collection duties. Reconciles daily revenue by comparing kiosk report(s) to bank statement report(s), reconciling mobile payments, physical credit card transactions and cash payments while identifying the location of the transaction. May be required to download reports from T-2 IRIS and UPSafety and reconcile to credit card merchant services reports and daily bank deposits in process. Will coordinate with Deputy Finance Director regarding deposits in transit and reconciliation with the various reports used to collect meter revenues. Verify and process requests for customer refunds for parking lot fees collected in error to include overpayments as identified on receipts produced by requesting customers. Issues parking permits to businesses as necessary. Will also coordinate with internal departments for parking permit issuance. Assists in training staff on software and procedures. May be responsible for the transportation of deposits to local banks or running errands using town vehicle. Performs related duties as required. Performs Customer Service Manager's functions in his/her absence.

SUPPLEMENTAL INFORMATION

WORK ENVIRONMENT
Typical office setting with typical climate controls. Tasks require a variety of physical activities, not generally involving muscular strain, such as walking, standing, stooping, sitting, reaching, talking, hearing and seeing. Common eye, hand, finger dexterity exist. Mental application utilizes memory for details, verbal instructions, emotional stability and discriminating thinking.

APPLICATION STANDARDS AND REQUIREMENTS

If you feel you meet the minimum qualifications for the position and you have the necessary drive and ambition to be part of the Finance Department for the Town of Taos, please submit a complete Town of Taos employment application to: Town of Taos Human Resources Department, 400 Camino de la Placita, Taos, NM 87571 or via e-mail: employment@taosnm.gov. Your application must be complete, clear, and include the correct job title and announcement number. Applications and any attachments become the official property of the Town of Taos and cannot be returned or reused after being submitted. Applications will be accepted until 5:00 P.M. on the closing date listed above. Drug Free Workplace EEO/ADA Compliance.

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