Guest Services Manager
FLSA Status: Non-Exempt
General Definition of Work
Performs skilled administrative work related to administering stormwater billing, GIS lot work, answering phones and billing questions, collecting and processing payments, maintaining files and records, and preparing reports. Ensures tasks are completed in a professional manner and compliant with applicable laws and city policies. Work is performed under the moderate supervision of the Director of Public Works. Work hours for this position are 7:30 a.m. to 4:30 p.m. Monday through Friday with 1 hour for lunch.
Qualification Requirements
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.
Essential Functions
- Answers large volumes of calls, voicemails, emails, and CRM requests in relation to stormwater billing.
- Answers questions from walk-ins pertaining to stormwater billing.
- Opens and manages stormwater accounts for all property owners through utility billing software; keeps records of customer interactions.
- Collects payments for stormwater services and disburses accordingly.
- Processes payment adjustments, non-pay and NSF checks.
- Posts payments from drop box, electronic files and walk-ins; records and deposits receipted payments for stormwater services.
- Prepares billing on delinquent accounts; sends notices; files liens, collections, write-offs, etc.
- Prepares monthly reports and corporate cash receipt reports, etc.
- Generates and reviews files for quarterly, delinquent and final billing.
- Prepares stormwater refunds.
- Deposits daily stormwater payments to the bank and collects daily corporate dollars for the Clerk Treasurer’s office.
- Generates, reviews, and commits all stormwater billing batches.
- Reconciles bank activity reports against cash receipt batches.
- Updates service rates in utility software.
- Serves as dual control for cash drawers and safe.
- Assists with any training needs on stormwater billing and processes.
- Back up to other representatives.
- Any other projects and duties as assigned.
Knowledge, Skills and Abilities
General knowledge of standard office methods, techniques and procedures, business English, spelling, and arithmetic; functional proficiency using Microsoft Office and other computer software systems; knowledge of billing programs, policies, and procedures; ability to operate standard data entry and office machines; ability to make decisions relating to assigned operations in conformance with applicable laws and policies; ability to establish and maintain effective working relationships with vendors, associates, and the general public.
Education and Experience
Associate’s degree in business administration, accounting, finance, or related field with 3-5 years of experience in customer service, accounting or related field or equivalent combination of education and experience.
Physical Requirements
This work requires the occasional exertion of up to 10 pounds of force; work regularly requires sitting and speaking or hearing, frequently requires using hands to finger, handle or feel and repetitive motions, and occasionally requires standing and walking; work has standard vision requirements; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; work requires preparing and analyzing written or computer data, operating machines, operating motor vehicles or equipment, and observing general surroundings and activities; work is generally in a moderately noisy location (e.g., business office, light traffic).
Special Requirements
Valid driver's license in the State of Indiana.
Job Type: Full-time
Pay: From $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Application Question(s):
- Are you willing to undergo a background check in accordance to federal, state, and local law?
Education:
Experience:
- Customer service: 3 years (Preferred)
Work Location: In person