Senior Customer Service Representative

Title: Senior Customer Service Representative- Solid Waste Section

locations

Albuquerque, NM

time type

Full time

job requisition id

JR103633

Job Description:

Department:

Public Works

Location:

415 SILVER AVE SW

Pay Range:

$18.60 - $26.50

Employees at Bernalillo County enjoy the ability to team up with each other to build a high quality of life for our county residents, communities, and businesses. In addition to being an organization with a strong focus on work-life balance, building a culture of flexibility, learning, and belonging the County offers many benefits. Employees of Bernalillo County enjoy many thoughtful rewards such as, but not limited to generous leave accruals; career development opportunities; remote & flex-work options as appropriate; longevity pay; education assistance program; health benefits; lucrative retirement; and so much more.

The Customer Service Representative Senior receives and responds to telephone calls for information in a calm and efficient manner, requiring professionalism, effective listening, and problem-solving skills. Requires documentation requests be entered into the computer, database, and/or various types of spreadsheets. Generates work orders and requires follow up to close-out various work orders, to include dispatch animal care calls, public work requests for services, and place and track collection calls.

FUNCTIONAL AREA: CLERK'S OFFICE

Customer Service Representative Senior leads, trains, and orients lower-level staff as assigned. This position also performs highly complex detailed clerical/technical duties which include but are not limited to accepted records processing methods and computer-assisted equipment, trouble-shooting software and hardware issues, ensure effective and efficient interactions with public and staff, detailed research, effective decision-making, accurate and timely execution of cash handling transactions, documents and forms in accordance with New Mexico State statutes.


FUNCTIONAL AREA: TREASURER

Customer Service Representative Senior researches various mobile home, property tax, mobile home lien, delinquent notice, and condemnation matters. Assist customers with complex related tax questions and research records as necessary; provide training for personnel assigned to the division. Conduct detailed research on property tax information for complex taxpayer problems, court cases, condemnation suits and other research projects. Communicate findings to taxpayers and prepares reports for department administration.

DUTIES AND RESPONSIBILITIES

FUNCTIONAL AREAS

SOLID WASTE

• Provides para-professional, technical and administrative support in assigned areas of solid waste program activities including account maintenance, customer service, low income and delinquent account collections.

• Receives and processes payments; issues receipts; prepares and processes daily deposit to ensure accurate posting and record keeping of accounts and payments.

• Conducts comprehensive research and records examination of legal, financial, real estate, and related information to make independent decisions.

• Resolves and responds to customer inquiries and complaints regarding service, billing, program eligibility, and account collection issues with the authority to make independent decisions.

• Collects outstanding debt on Solid Waste accounts following the Bernalillo County Solid Waste Ordinance, all approved County policies and procedures, while exercising independent judgement to determine the most effective means of collection for each account.

• Accurately applies payments, adjustments or corrections to accounts.

• Responsible for creating, compiling, and securing official documents and confidential account information within the solid waste database.

• Composes and prepares a variety of documents, including forms, notices, reports, and correspondence.

• May make site visits to confirm usage, vacancy, or other service issues.

*The above information is intended to outline the general nature and scope of the duties required for this position. It is not an exhaustive list and may vary depending on specific job assignments and responsibilities.

MINIMUM QUALIFICATIONS

• High School Diploma or GED.

• Two (2) years of work experience in clerical or office administration setting or related field.

*Any equivalent combination of related education and/or experience may be considered for the above requirements.

SUPPLEMENTAL INFORMATION

SCREENING AND COMPLIANCE

The offer of this Bernalillo County position requires compliance with the following:

• Successful completion of a post-offer employment medical examination and background investigation.

• Adherence to all County safety guidelines.

• Complete all FEMA training(s) assigned to this position.

• Possession of a valid New Mexico driver’s license by the date of hire and maintenance of a valid license while employed in this position.

• Complete required supervisor training, if applicable.

WORKING CONDITIONS

• All essential duties are performed indoors.

• Duties are performed in a temperature-controlled environment.

• Duties are performed on an even surface, which may be carpeted or tile. Working surface is typically dry.

• Works under minimum supervision.

EQUIPMENT, TOOLS, AND MATERIALS</strong>

• Equipment typically used in the performance of office duties includes telephone, computer, printer, and copy machine.

• Materials and products handled in the course of performing essential duties include files, forms, reports, various other paperwork, and a wide variety of basic office supplies.