This employee class provides front-line customer service, citizen assistance, and revenue processing. Extensive data entry and account reconciliation. Strong ability to handle escalated inquiries, respectively, as well as conduct research and adjustments for all manner of account queries. May serve as a lead worker. Ability to address customer complaints, billing queries, and processes changes to accounts. Work will include entering data into an assigned system; researching and correcting account errors and system defects; assisting with training of employees; creating bills; processing account adjustments; calculating and processing refunds; responding to phone calls, emails, and in-person inquiries; reconciling funds received; transmitting and posting electronic files; operating machines and remittance processors; and performing basic clerical functions such as filing, utilizing computers, printers, issuing correspondence, mail sorting, etc.

Supervision Exercised/Received:

Exercised: This classification typically does not supervise other employees but may assist the supervisor with supervision duties and/or act as a lead worker.
Received: This classification typically reports to a supervisor or manager. Note: Other reporting relationships may apply.

Duties include but are not limited to:

Provides customer service account support activities such as investigating and researching account information and history; processing and adjusting customer accounts; performing billing and account reconciliation; clearing billing exceptions and correcting billing errors; following up on service orders; and processing refunds.
Provides routine and advanced-level customer service, handling basic and escalated inquiries.
Assists customers, departments, and employees by providing information, handling requests, and researching and responding to inquiries over the telephone, email, and in-person.
Performs data entry.
Prepares reports, spreadsheets, and other documentation.
Performs other clerical and administrative duties, as required.

Qualifications:

Knowledge (some combination of the following):

Proficient communication skills, ability to create correspondence internally and externally
Ability to adhere to deadlines
Adhere to customer service policies and procedures
Experience with Municipal governments
City of Richmond Assessors File
Familiarity using accounting and standard office equipment and programs
Understand and implement principles, methods, and practices of accounting
Ability to analyze and interpret fiscal and accounting data and to prepare appropriate statements and reports

Skills (some combination of the following):

EnerGov
Proficient in accounting practices
Proficiency with Accounts Receivable
Proficiency with Accounts Payable
Proficiency at Microsoft Office Suite
Proficient in Data entry and reconciliation
Diplomacy
Problem-solving
Account management
Strong Oral and written communication skills
Interpersonal communication
Basic mathematics
Customer service
Researching
Interacting with potentially irate or irrational customers

Abilities (some combination of the following):

Multi-task
Listen attentively
Analyze information
Work with diverse populations
Work in a fast-paced environment
Analyze data to resolve customer issues or concerns

Licensing, Certifications, and Other Special Requirements:

Bilingual preferred

MINIMUM TRAINING AND EXPERIENCE:

High School Diploma or GED
Four years of customer service and payment processing, reconciliation, and adjustment experience
An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

Americans with Disabilities Act Requirements: Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.