What are the responsibilities and job description for the Customer Service Representative position at City of Lawrenceville, GA?

Salary : $44,571.93 - $55,459.29 Annually

Location : Lawrenceville City Hall, GA

Job Type : Full-Time

Job Number : 202400093

Department : Finance

Function : Customer Service

Opening Date : 02 / 21 / 2025

Closing Date : 3 / 7 / 2025 4 : 59 PM Eastern

Description

Job Summary

This position is responsible for providing clerical and customer service support for department operations.

Examples of Duties

Major Duties

Answers telephone and greets visitors; provides information and assistance; assists in resolving customer concerns and complaints.
Processes business license renewals.
Receives and processes utility payments.
Receives and processes utility account deposits.
Processes payments for gas tap fees.
Prepares service orders for various utilities.
Processes cash, check, and credit card payments in person and by mail.
Balances cash drawer.
Posts transactions.
Sorts and distributes incoming mail; posts outgoing mail.
Performs related duties.

Typical Qualifications

Knowledge Required by the Position

Knowledge of modern office practices and procedures.

Knowledge of city and department policies and procedures.

Knowledge of computers and job-related software programs.

Knowledge of customer service principles.

Skill in prioritizing and organizing work.

Skill in the provision of customer services.

Skill in the maintenance of files and records.

Skill in the use of such office equipment as a computer, scanner, fax machine, and copier.

Skill in oral and written communication.

Supplemental Information

Supervisory Controls

The Customer Service Representative Supervisor assigns work in terms of general instructions. The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the final results.

Guidelines

Guidelines include city and department policies and procedures. These guidelines are generally clear and specific, but may require some interpretation in application.

Complexity / Scope of Work

The work consists of related clerical and customer service duties. Frequent interruptions contribute to the complexity of the position.

The purpose of this position is to provide clerical and customer service support for department operations. Successful performance contributes to the efficiency and effectiveness of those operations.

Contacts

Contacts are typically with co-workers, other city employees, and the general public.

Contacts are typically to give or exchange information and provide services.

Physical Demands / Work Environment

The work is typically performed while sitting at a desk or table or while intermittently sitting, standing or stooping. The employee occasionally lifts light and heavy objects.

The work is performed in an office.

Supervisory and Management Responsibility

None.

Minimum Qualifications

Ability to read, write and perform mathematical calculations at a level commonly associated with the completion of high school or equivalent. High School Diploma or GED is required

Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship / internship or having had a similar position for one to two years.

The City of Lawrenceville offers a complete benefits package to full-time employees including health care, dental, vision, retirement, deferred compensation plans, health savings accounts, life insurance, long-term disability, short-term disability, holidays, and personal time off.

Health

Health insurance benefits become active on the 31st day of employment. Health benefits include major medical, dental, and vision. There are three options.

PPO - Options A & B with HRA (HRA is City funded through wellness program initiatives).

HDP with HSA (HSA is City funded through wellness initiatives and also voluntarily employee funded).

Retirement

Retirement plans are Defined Contribution (401a), and Deferred Compensation (457b).

The 401a (City makes a 4% contribution beginning on first pay period after hire date)

457b (Employee contributions only)

If an employee contributes at least 4% into the 457b, which is voluntary, the City will make an additional 6% contribution into the 401a, totaling 10% into the employee's 401a.

Each contribution is a percentage of the employee's earnings for that pay period.

There is a graduated vesting schedule into the 401a plan.

One year - 20%

Two years - 40%

Three years - 60%

Four years - 80%

Five years - 100%

Protection

There is City paid short-term disability, long-term disability, accidental death & dismemberment (AD&D) and life insurance that pays two times the employee's annual salary. Employees can opt into supplemental life insurance for self, spouse and children and pay the premium.

Personal Time Off

The City observes twelve (12) paid holidays per year :

New Year's Day

MLK Day

Good Friday

Memorial Day

Independence Day

Juneteenth

Labor Day

Veterans Day

Thanksgiving Day

Friday after Thanksgiving

Christmas Eve

Christmas Day

Employees earn PTO in lieu of individual vacation and sick leave; PTO is earned as follows :

First year of service - 3.692 hours per pay period (Department Directors accrue PTO hours at a rate of 5.538 from first day and moving forward until after ten years of service).

1-5 years of service - 5.538 hours per pay period

5-10 years of service - 7.384 hours per pay period

10-15 years of service - 9.230 hours per pay period

Over 15 years of service - 11.076 hours per pay period

Salaried employees are given 40 hours of Comp Vacation on January 1st of each year, that must be used by December 31st of that same year.

Pay Interval

Employees are paid on a bi-weekly basis; pay periods begin on Sunday and payday is every other Thursday. There is a mandatory direct deposit requirement.

Tuition Reimbursement

Tuition Reimbursement towards associate's, bachelor's or master's degrees, available to all full-time employees after one year of employment. (exclusions apply)

To learn more details, visit our benefits page.

How many years of customer service or related experience do you have?

None

Less than 2 years

2 years

3 to 5 years

6 to 9 years

10 years or more

Describe your customer service or related experience. If none, type N / A.

How many years of face-to-face customer service experience do you have?

None

Less than 2 years

2 years

3 to 5 years

6 to 9 years

10 or more years

Please briefly describe your customer service experience. If none, respond N / A

Do you have any experience(s) in handling and reconciling funds (cash, checks, credit / debit cards)?

If yes, please briefly describe your experience(s). If none respond, N / A.

Do you have any Utility software experience?

If yes, please briefly describe your experience(s). If none respond, N / A

Provide your level of experience with Microsoft Office Products (Excel, Word, Outlook).

Novice

Some Experience (Enter information and type a letter or email)

Moderate (Excel functions, Word formatting, Outlook text formatting)

Expert (Pivot tables, Mail Merge, Word Styles, Outlook survey)

Describe your experience with Microsoft Office Products? If none respond, N / A.

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Salary : $44,572 - $55,459

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