Lead Customer Resource Specialist

Lead Customer Resource Specialist Location East Point, GA :

The purpose of this classification is to serve as the floor supervisor for the frontline, floor or Call Center: Customer Resource Specialist and handle the daily revenue and customer support operation by assuring that customers are assisted promptly in a courteous and professional manner. In addition to providing supervisory support to Customer Resource Specialist when handling unresolved customer-billing complaints or account problems. Performs multiple tasks simultaneously; takes appropriate action when presented with a call or a stressful situation; in all circumstances maintains a professional composure. Work is performed under the direct supervision of the Customer Service Supervisor. Major Duties

• Oversees the work; accounts for all money collected
• Nightly posting of CSR's totals and balancing
• Processes and records payments into the utility billing, collection and property tax systems
• Monitors payment receipts and records; records amounts received and prepares reports of transactions daily
• Assists as necessary with receiving and processing utility bills, tax payments, licenses permits, and other fees by cash, check or credit card
• Operates cash register, serves as deposit preparer, post transactions and deliver deposits to bank
• Reviews Internet payments, balance to cash receipts system and post
• Serve as back-up to Customer Service Supervisor
• Accurate posting and reporting of revenue for the City of East Point.
• Trains all new employees in cash handling, frontline and call center procedures.
• Processes cash, check or credit card payments for various bills, taxes, permits, fines, and purchases
• Reads and records totals shown on cash register tape and verifies against the actual amount of cash collected
• Handles all reversals and postings of returned checks and misapplied payments as well as research
• Writes correspondences to customers for their returned checks and discrepancies
• Handles customer complaints and questions regarding payments on utility bills i.e. email, telephone or in person
• Opening and closing of vault.
• Performs other related duties as necessary.

Minimum Qualifications

Associates degree with supervisory experience or a minimum of 24 months experience in customer service or banking operation or any equivalent combination of education, training and experience which provides the required knowledge, skills and abilities for this position.

Knowledge Required by the Position

• Considerable knowledge of the operation and responsibility of the Customer Care Division
• Ability to perform all Customer Care (CRS) duties accurately and efficiently (Call Center and Floor responsibility)
• Knowledge of modern office practices, methods, equipment, and standard clerical procedures
• Knowledge of basic accounting principles and practices
• Knowledge of City and State codes and ordinances
• Knowledge of utility billing and tax billing systems
• Ability to handle difficult customers
• Ability to establish and maintain effective working relationships with City employees, City officials, and the general public
• Ability to work independently and meet all deadlines
• Ability to communicate clearly and effectively, orally, and in writing.

Supervisory Controls: This position is under the direct supervision of the Customer Services Supervisor Guidelines: Guidelines include City and State codes and ordinances. Complexity: This position is responsible for overseeing the revenue collection and customer service activities of Customer Service Representatives. Scope and Effect: This position ensures orderly operation of City revenue collection efforts and precise monitoring of area business activity. Personal Contacts: Contacts are with co-workers, Mayor and Council, attorneys, auditors, bankers, business owners, other City employees, and the general public. Purpose of Contacts: The purpose of these contacts is to resolve problems and give and/or exchange information. Physical Demands: This position requires standing, walking, sitting, lifting up to 25 pounds, carrying, pulling, climbing, stooping, kneeling, reaching, handling, speaking, seeing and hearing. Work Environment: Work is typically performed sitting at a desk in an office environment, with a moderate level of noise. Supervisory and Management Responsibility: This position supervises the Customer Service Representatives.