Customer Service Specialist

Department: Treasurer’s Office

Job Title: Customer Service Specialist

Compensation: Grade 15/Step 1 $20.73 Hourly/$43,118 Annually -Grade 15/Step 4 $22.31 Hourly/$46,405 Annually *salary may be higher based on qualifications

Work Location: Primary Location Isle of Wight Office in Bishopville

As needed at Government Center in Snow Hill

Work Schedule: 8:00am to 4:00pm, Monday to Friday

Application Period: Until Filled

Job Summary: This individual will be responsible for the collection and processing of County revenue including, but is not limited to, property tax, utility bills, permits, and fees. This position reports to the Tax Manager but is under the direct leadership of the Finance Officer and Deputy Finance Officer.

General Requirements:

· Pre-employment background check

· Normal schedule is Monday-Friday 8:00am-4:00pm in the office

Essential Job Duties and Responsibilities:

· Process tax revenue collections of the department

· Process miscellaneous revenue items including, but not limited to, water & wastewater, homeowner permits, MVA tag sales, and miscellaneous fees

· Process and post payments to automated system

· Prepare deposits from payments received

· Review and process mail as appropriate

· Answer telephone regarding customers’ inquiries

· Research processing errors and return payments as needed

· Review and recommend new methods and procedures to make daily operations more efficient

· Identify common problems and escalate them to management, along with possible suggestions for improvement wherever possible

· Learn new processes and technology as necessary

· Work with other departments and agencies necessary in the department’s functions

· Monitor and research taxation issues affecting real property, personal property, permits and user fees

· Communicate with supervisors and/or other departments as needed with regard to the customer issues

· Process homeowner convenience center landfill permits and obtain all necessary information as required by the rules and regulations

· Reconcilement of cash, taxes receivable, taxes collected and/or miscellaneous revenue accounts

· Oversee projects and customer issues under Tax Manager

· Work independently with little supervision

· Complete assigned tasks accurately and by established deadlines

· Cross train and back up other staff as needed

· Establish and maintain harmonious working relationships with co-workers, elected or appointed officials, and the general public using tact, discretion, sound judgment, and professionalism

· Comply with safety programs, procedures, training, fire drills, COOP plans, etc. and work safely

· Ensure confidentiality of information and records and comply with record retention schedule

· Adhere to the Worcester County Government Personnel Rules & Regulations

· Perform other related duties as assigned

Qualifications and Skills:

· High School Diploma or equivalent with minimum of three years’ experience in accounting or governmental experience

· Must have proficient knowledge of Microsoft Office including Word, Excel and Outlook

· Must possess a general knowledge of state and local government laws

· Maintains the ability to research customer account errors with SDAT, our tax collection staff, Clerk of the Courts, or by other means at the direction of supervisors

· Ability to apply acquired knowledge to increasingly varied and complex tasks

· Experience with New World, Munis and Docuware is preferred

· Must have exceptional oral and written communication skills necessary to promote a professional and personable relationship with coworkers and the general public

· Ability to establish and maintain harmonious working relationships with staff, and the public using tact, discretion, sound judgment, and professionalism

· Ability to communicate effectively in writing and verbally with staff and the general public

· Ability to perform work correctly, accurately, and consistently

· Ability to compose confidential and non-confidential correspondence and maintain confidentiality

· Ability to follow verbal and written instructions

· Ability to follow directions and meet deadlines timely

· Ability to prepare reports and analyze data as required

· Must have a team-oriented work ethic and ability to collaborate

Safety Analysis:

(Rarely (<5% of the time), Occasional (5-25% of the time), Frequent (25-75% of the time); Constant (<75% of the time)

Sedentary work; Constant sitting, viewing; Frequent talking, hearing; Occasional pushing, pulling, carrying, lifting up to 10 lbs. No known significant hazard risk.

Worcester County Government Benefits Information

Worcester County Government offers its employees a comprehensive benefits package, including medical, dental, and vision insurance, paid time off, holidays, retirement plans, and much more! To learn more details about our full range of benefits, please view our Benefits Guide at https://www.jobs.worcestermd.gov.

Paid Time Off

Full time employees can accrue up to 248 hours of paid time off in the first year of employment starting on the first full pay period. This includes up to 80 hours of vacation, up to 120 hours of sick, and up to 48 hours of personal leave. The accrual for vacation increases after 6 years and 15 years. Unused vacation and sick leave can be rolled over annually as outlined in the policy details. Full time employees are granted 14 paid holidays in calendar year 2024.

Medical Benefits

Full time employees are eligible for medical, dental, vision, flexible spending account(s), and AFLAC voluntary plans on the first day of the month after date of hire. Please visit our on-line Benefits Guide at the link above for additional details about the plans, co-pays, and premiums. Full time employees are eligible for county paid life insurance and long-term disability insurance on the first day of the month following six months of employment.

Retirement

All employees budgeted for 500 hours, or more will automatically participate in Maryland State Retirement effective on the date of hire, if not already retired from a Maryland State Retirement system. All employees are eligible to participate in a deferred compensation plan that offers pre-tax and ROTH contribution options. The county provides a $1 for $1 match of employee’s contributions up to a maximum of $1,000 per fiscal year as outlined in the plan documents.

Part Time Employees

Part time employees are eligible to participate in the deferred compensation plan on the first day of the month after date of hire. Part time employees are eligible to earn 1 hour for every 30 hours worked of sick leave (up to 64 hours). Sick leave can be taken after a 106-day waiting period.

Extras for All Employees

All employees are eligible to use the Fitness Room at the Worcester County Recreation Center at no cost. All employees have access to an Employee Assistance Program that provides telephone consultations and up to 3 face-to-face visits per year. All employees are eligible for SECU credit union membership.

For more information, please view our Benefits Guide at https://www.jobs.worcestermd.gov or call Human Resources at 410-632-0090.

Job Type: Full-time

Pay: $20.73 - $22.31 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Ability to Commute:

• Bishopville, MD 21813 (Required)

Ability to Relocate:

• Bishopville, MD 21813: Relocate before starting work (Required)

Work Location: In person

Salary : $1,000 - $46,405