Customer Service Representative - Collections

Performs responsible clerical and customer service duties in the listing, billing, and/or collections of taxes and maintenance of tax records. An employee in this class performs varied customer service to assist taxpayers to list property ownership or collect payments for taxes and utilities and respond to inquiries on property records and valuations. Work includes data entry of tax payments or listings into computerized data bases. Accuracy is required in making calculations, in handling money, in listing and in entering data into the computer. Some independent judgment and initiative is exercised within limits of prescribed policies. Tact, courtesy and diplomacy are required in dealing with sensitive issues and/or difficult customers. Work is performed under the supervision of a section supervisor and is evaluated by observation, review of records, periodic audits, feedback from customers and annual performance evaluations. Tax Listing Provides customer service by telephone and in person; answers inquiries about tax listings, property records, property valuations, listing procedures and requirements or refers to others as necessary. Assists taxpayers to list property; reviews forms and corrects errors; removes tax blocks on vehicles with the Department of Motor Vehicles with proof of tax payment; completes personal property tax adjustment worksheets to refund or prorate taxes for property that has been sold, stolen, lost, damaged, etc. Situses motor vehicles from motor vehicle scrolls according to taxing jurisdictions within the County; assesses value of personal property such as unlicensed vehicles, mobile homes, boats, airplanes dogs, etc. using established schedules; makes discoveries of unlicensed vehicles by comparing abstracts from previous years. Keys a variety of data into tax listing data base including tax listings, values of personal property; situs of property, address changes, etc. Performs a variety of clerical duties to support office functions including opening, sorting and distributing mail; organizing listing forms, stuffing envelopes and mailing listing forms, late listing bills, etc.; preparing and sending correspondence to taxpayers who fail to list property and filing forms, correspondence, etc. Tax Collections Provides customer service by telephone and in person; answers inquiries about tax bills, property records, property valuations, procedures and requirements or refers to others as necessary; provides tax certifications to attorneys, lending institutions and taxpayers. Receives payments from customers for real and personal property taxes, utility payments and privilege licenses; provides receipts for payments; posts payments to computerized database; balances cash drawer daily and shares responsibility, on a rotating basis, for preparing and making bank deposits . Calculates tax pre-payments, accepts payments and provides receipts; makes adjustments to tax bills crediting interest with proof of payment before due date; issues mobile home moving permits with proof of tax payment. Performs a variety of clerical duties to support office functions including opening, sorting and distributing mail; organizing listing forms, stuffing envelopes and mailing listing forms, late listing bills, etc.; preparing and sending correspondence to taxpayers who fail to list property and filing forms, correspondence, etc. Additional Job Duties Provides back up to other staff Performs related duties as required. Working knowledge of State laws and local policies regulating tax assessment and collection functions. Working knowledge of County's tax listing and/or collections policies, practices, procedures, records and forms. Working knowledge of modern office procedures and related office information technology equipment, specialized tax software, and peripherals. Skill in data entry in an automated environment and in the use of a computer, 10-key calculator, fax and copy machines and other equipment as needed in the performance of duties. Skill in customer service excellence and collaborative conflict resolution. Ability to work accurately with money, checks, data and figures and accurately perform standard mathematical calculations. Ability to accurately prepare and maintain records, files and reports in proper order for processing and easy retrieval. Ability to communicate effectively in oral and written forms and to deal with the public in a tactful and courteous manner. Ability to develop and maintain effective working relationships with supervisors, coworkers, taxpayers and the general public. Willingness to work with and train new employees, if requested. Graduation from high school and some experience in working with tax, real estate and/or collections operations; or an equivalent combination of education and experience.