What are the responsibilities and job description for the Help Desk Specialist position at Solid Waste Disposal Authority of Baldwin Co AL?

JOB DESCRIPTION

This position is responsible for : providing support in the means of billing and collection of revenue for the Solid Waste Department, handling high volume of calls to process customer account inquiries, requests and payments, providing all aspects of customer service to include, but not limited to : activating new accounts, terminating accounts, completing applications, moves and changes and resolving customer complaints and problems. The position is also responsible for maintaining account notes and documenting phone conversations and written requests.

Full Time Hourly Rate : $17.04 - $27.91

Pay Scale / Grade : H1

FLSA Classification : Non-exempt

Benefits : Full-time employees are eligible for benefits. These benefits include :

Sick and Annual Leave
Competitive and Affordable Medical, Dental, and Vision Insurance
Retirement benefits through the Retirement Systems of Alabama
Free Employee Assistance Program
Life Insurance
Long Term Disability Insurance
14 Paid Holidays
Flexible Spending Account
Free AirMed Care : Ambulance (Ground and Air Coverage)
Deferred Compensation Plan Options
Short Term Disability Options

Essential Job Functions :

Billing

Maintain billing and collection documentation in an auditable state.

Process new accounts, terminated accounts and resolve problem accounts.

Work with Mobile Home Parks / Condos / RV Parks / Apartments owners to determine rates and account status of current residents.

Prepare all documentation necessary to request debits, credits and balance adjustments to accounts.

Perform research, as needed, to ensure accurate records of property, probate and addressing.

Collections

Post payments received to the proper account and maintain accurate files to the satisfaction of state audit requirements.

Process customers walk in payments and prepare the necessary documents for an accurate paper trail.

Request and process route audits from collections drivers to rectify account questions, process paperwork and document all changes.

Work Social Security and Low-Income Exemption applications and maintain the records in an auditable state.

Fax and / or provide reports to Route Supervisors on a daily basis of new and / or terminated customers or service changes.

Process and post payments for Waste Accounting clients and maintain records in an auditable state.

Handle returned mail by working with property records, internet service and local phone records to locate where resident currently resides.

Post payments to residential accounts.

Coordinate with the Solid Waste Officer in building his / her case file.

Prepare documentation to request account adjustments.

Customer Service

Handle customer complaints, record the complaint and resolve the issue, if it involves another department forward a copy to the department and track the complaint until it is resolved.

Inform customers of allowed exemptions and send out letters and applications to qualifying residents.

Assist customers with determining correct account status, i.e. Full Time, Seasonal, Vacant or Commercial.

Miscellaneous

Serve as back-up for Scale Operator or front-desk as necessary.

Maintain effective working relationships with public.

Prepare bank deposits and verify all returned slips.

JOB REQUIREMENTS

Education and Experience :

High school diploma or equivalent.

Two (2) years accounting experience.

Any equivalent combination of experience and training that provides the knowledge, skills, and abilities necessary to perform the work.

Accounts Receivable and Accounts Payable experience desired.

Experience with computerized accounting systems desired.

Experience in service-oriented field with heavy customer service preferred.

Special Requirements :

Self-motivated and team player.

Willing to work nonstandard hours as necessary.

Willing to travel as required.

Ability to work under stress of recurring deadlines.

Physical Requirements :

This position requires the employee to see well enough to read and write; hear well enough to respond to verbal communications and speak well enough to answer questions in a polite, courteous manner.

Occasionally required to stand and walk with prolonged periods of sitting at a desk and working on a computer with the ability to reach with hands and arms; Body movement of mobility to bend, move, stand, and lift.

Must occasionally lift and / or move up to 15 pounds.

Requires the ability to operate, maneuver and / or control the actions of equipment, machinery, tools, and / or materials used in performing essential functions.

Work requires preparing and analyzing written or computer data and observing general surroundings and activities.

Candidate must be able to perform the duties of this position in various office settings when necessary.

Tasks may be performed with some exposure to adverse environmental conditions, such as extreme heat or extreme cold, dirt, dust, pollen, odors, wetness, humidity, rain, fumes, temperature and noise extremes, machinery, vibrations, electric currents, traffic hazards, animals / wildlife, toxic / poisonous agents, violence, disease, or pathogenic substances. Work is generally in a moderately noisy location (e.g. business office, maintenance shops, HVAC systems, light to moderate traffic).

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Salary : $17 - $28

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