Bernalillo County – Senior Customer Service Representative – Albuquerque, NM
Job Description
Job title: Senior Customer Service Representative
Company: Bernalillo County
Job description: Position Summary & Duties Responsible
POSITION SUMMARY
Senior Customer Service Representative (Senior Tax Researcher II) will research 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.
Senior Customer Service Representative will receive and respond 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. Generate work orders and require 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.
DUTIES AND RESPONSIBILITIES
The Duties and Responsibilities are dependent on the section assigned: * Responsible for receiving, accounting, and recording payment transactions related to property tax receipts from individual taxpayers and mortgage companies.
- Perform tax prepayments tasks. Research and prepare tax release documents for Manufactured/Mobile home liens and releases.
- Process Platt tax payments, which require research to ensure validity of documentation before Platt receives final authorization.
- Assist with daily updates to the tax roll; which include but are not limited to changes in ownership, values, exemptions, and legal descriptions.
- Process, prepare, and when necessary complete interest and penalty removals, payment under protest money, Top 10 Taxpayers for the City and County, 10-year tax searches, and condemnations.
- Provide technical and administrative support in assigned areas of department 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.
- Resolve and respond to customer inquiries and complaints regarding service, billing, program eligibility, and account collection issues with the authority to make independent decisions.
- Collect 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 apply payments, adjustments or corrections to accounts.
- Calculate interest and penalty charges on delinquent accounts.
- Responsible for creating, compiling, and securing official documents and confidential account information within the database.
- Receive and record efficiently process all incoming calls through, landline, and radio, emails, and other notifications mechanisms.
- Dispatch and assign work orders via work order system.
- Generate work orders and track completion of maintenance activities for internal/external customers.
- Serve as Notary Public and maintain required guidelines of such role in supporting County related business
- Participates and represents the department, in supporting the County’s Pathway To Excellence (PTE) initiative. Aiding in Continuous Improvements on customer service practices.
- Performs other job related duties as required or assigned.
*The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of all employees assigned to this job.
Minimum Qualifications
- High School Diploma or GED, and two (2) years of work experience in clerical or office administration setting or related field. Any equivalent combination related to education and/or experience may be considered for the above requirements.
Supplemental Information
ADDITIONAL REQUIREMENTS
The offer of this Bernalillo County position requires compliance with the following: * Employee must successfully complete the post-offer employment medical examination and background investigation.
- Employee must comply with the safety guidelines of the County.
- Employee must complete required FEMA training(s) as assigned to position.
- Conduct after-hours on-call phone duties as assigned
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 * Equipment typically used in the performance of office duties includes telephone, computer terminal, computer printer, computer keyboard, typewriter, photocopy machine, fax machine and calculator.
- 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.
Equal Opportunity Employer
COUNTY OF BERNALILLO IS AN EQUAL OPPORTUNITY EMPLOYER
Health Benefits:
Medical
Dental
Vision
Supplemental:
Life Insurance
Aflac
Deferred Compensation
Pre-Paid Legal
Flexible Spending Account
Long/Short Term Disability
Fringe Benefits:
Retirement Plan
Holiday Leave
Personal Holiday Leave
Annual Leave
Sick Leave
Employee Assistance Plan
For additional benefit information go to:
https://www.bernco.gov/human-resources/for-bernco-employees/benefits-wellness/
Expected salary: $33592 – 45448 per year
Location: Albuquerque, NM
