Lead Customer Service Technician

About the Department

GENERAL PURPOSE

SUPERVISION RECEIVED

Position 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; monitors changes in service; 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, enter 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; prepare balancing report by comparing receipts with total daily revenue; assists in preparing daily bank deposit and verification process. Manually calculate 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 perform 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; assist 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 Managers functions in his/her absence.