Customer Service Specialist\Billing Technician

Job Title

General Definition of Work

Answers incoming customer calls providing information regarding services and enters appropriate orders. Routinely generates billing and maintains reports related to monthly/quarterly invoicing. Work requires that use of highly developed language, mathematical, social and specialized skills in production, processing, recording and maintenance of informational and financial documents. Work also requires word-processing, data entry and spreadsheet skills. Additionally, work requires the use and application of basic technical procedures and techniques in performing and responding to routine tasks.

Must be able to read and follow instructions as provided by various City departments for functionality of data entry systems. Work is performed under regular supervision of the Assistant Division Manager and Division Manager, and Director.

Answers incoming telephone lines for the division and serves as the point of contact for all requests. Conducts follow up phone calls to determine customer satisfaction on completed orders and updates the status of orders.

Enters and updates service requests and work orders in the appropriate software (Cayenta, Waste Wise, Hansen) and via email requests along with generating any billing invoices related to the service requests and work orders.

Monitors and updates the City of Gastonia's website, City Net, Blackboard, OMS, Waste Wise alerts and calendar messaging with any information, forms and changes for the division. Maintains new employee packets.

Maintains and keeps information regarding safety task assessments, daily reports, fee reports, creating accounts, maintains safety records and other reports for division personnel. Billing for all services, property damage. Powell Bill Labor reports and State road maintenance billing. Prepares and maintains account records, office files and a variety of other records.

Interacts with the citizens of Gastonia and City employees to discuss and update any service request, billing, questions or concerns. Maintain iPad inventory and automated downloads. Coordinates with City departments regarding blocked streets, illegal dumping, and other concerns.

Responds to and distributes emails from the inbox. Sets up Blackboard communications to the Citizens notifying them of any modified solid waste services due to Holidays.

Provides positive customer service. Serves as a receptionist and directs visitors to the appropriate personnel or location, as well as taking accurate messages and routing them to the appropriate person by being familiar with City services.

Operates computer, calculator and other standard office equipment necessary to maintain billing and related records, including data entry. Have the ability to make rapid, accurate decisions related to requests for solid waste services.

Assists with processing bi-weekly payroll/time entry and financial duties, such as processing procurement card purchases. Performs related tasks as required.

Experienced with the use of computers, printers, copiers, scanners and other office equipment including, but not limited to, radios, facsimile and other related computer work order systems. Use of appropriate grammar. Ability to maintain effective working relationships with others. Ability to work independently in the absence of specific instructions. Ability to maintain complex billing records and to prepare reports and statements.

Ability to make arithmetical computations quickly and accurately. Ability to identify and resolve problems in a timely manner. Ability to understand and follow oral and written directions. Ability to provide excellence customer service while multitasking.

EDUCATION AND EXPERIENCE: Graduation from high school, Associate's Degree preferred, or any combination of education and experience equivalent. Ability to type at least 35 wpm. Thorough knowledge of data processing and modern management software (Word, Excel, Outlook) is required. Previous experience in a business or customer service environment with…