An Office or Administrative Assistant performs administrative work in an office. Works in a wide variety of office settings, such as a company or business, or a government office or school. Manages paper and electronic files, uses office equipment including computers, responds to phone calls and emails, routes mail and maintains calendars and schedules.
Performs administrative, customer service, payment-processing, and utility-account support functions for the Finance Department. Serves as a primary point of contact for customers and visitors; processes City and utility payments; establishes and maintains utility service accounts; processes new water taps and related transactions; coordinates routine utility service requests; and provides general administrative support to Finance Department operations. This position reports to the Customer Service Manager.
ESSENTIAL JOB FUNCTIONS
Provides front-line customer service to residents, businesses, vendors, and other members of the public in person and by telephone; responds to questions and concerns regarding City services and refers matters to appropriate personnel or departments when necessary. Collects and processes City payments, including water, business license, hospitality tax, and miscellaneous receipts, and processes water and sewer payments on behalf of Berkeley County Water and Sanitation Authority (BCWSA). Balances assigned cash drawers and payment activity, researches and corrects discrepancies, and prepares deposits in accordance with established procedures. Performs routine financial transactions and entries, including daily credit-card journal entries and importing online payments. Enters and processes new water taps, including applicable water tap and impact fee payments, and maintains related records and documentation. Establishes new utility service accounts for new construction and existing properties; verifies and enters required customer, property, service, and billing information into the utility billing system. Creates and processes utility service orders, including connects, disconnects, leak checks, and other service requests. Enters and maintains customer account information, including new bank drafts and other authorized account changes. Assists with monthly meter-read allocation and other utility-billing processes. Prepares, processes, maintains, and files reports and records related to payments, service orders, customer accounts, utility billing, and other Finance activities. Answers and routes telephone calls, greets visitors, takes messages, and provides general administrative support to Finance Department personnel. Researches, locates, copies, scans, and distributes records and documents as requested and appropriate. Prepares outgoing mail; receives, sorts, and distributes incoming mail and performs related postal duties. Obtains deposit receipts and change orders from the bank and performs other authorized banking-related errands. Maintains confidentiality and safeguards customer, financial, and other sensitive information. Attends training, meetings, seminars, and workshops to maintain and enhance job knowledge and skills. Provides backup support for other Finance Department customer-service and administrative functions as assigned. Performs other duties as assigned.
MINIMUM REQUIREMENTS
High school diploma or GED required; additional education or training in business, accounting, finance, public administration, or a related field preferred. Two years of administrative, customer service, utility billing, cashiering, accounting support, or related experience; an equivalent combination of education and experience may be considered. Experience in a governmental, utility, financial, or similar customer-service environment preferred. Experience handling cash, processing payments, maintaining records, and working with computerized information systems preferred. Intermediate proficiency with Microsoft Word, Excel, Outlook, and general office technology. Ability to obtain and maintain a South Carolina Notary Public commission if required by the City. Valid driver license.
KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of principles and practices of effective customer service. Knowledge of basic accounting, cash-handling, payment-processing, and mathematical principles. Knowledge of utility billing and customer-account procedures, or ability to acquire such knowledge. Ability to accurately process financial transactions, balance cash receipts, identify discrepancies, and maintain supporting documentation. Ability to perform detailed work accurately and identify and resolve routine discrepancies. Ability to communicate clearly, courteously, and professionally with customers, coworkers, vendors, and other members of the public. Ability to remain calm and professional when assisting upset or difficult customers and to explain City policies and procedures clearly and consistently. Ability to recognize when a customer concern or unusual transaction requires referral or escalation to a supervisor or other appropriate employee. Ability to maintain confidentiality and appropriately safeguard customer, financial, and other sensitive information. Ability to organize and prioritize work, maintain accurate records, meet deadlines, and work effectively with frequent interruptions. Ability to perform multiple tasks accurately in a fast-paced customer-service environment. Ability to operate standard office equipment and effectively use Microsoft Office and other computerized financial, utility-billing, payment-processing, and records-management systems. Ability to establish and maintain effective working relationships with coworkers, other City departments, customers, and the public.
WORK ENVIRONMENT
The work is typically performed indoors in an office environment, relatively free from unpleasant environmental conditions or hazards. The position may periodically perform authorized errands to the bank, Post Office, or other locations in support of Finance Department operations.
PHYSICAL DEMANDS
Frequently requires fine dexterity, handling, vision, hearing, talking, standing, sitting, and walking. Occasionally requires lifting, carrying, reaching, kneeling, pushing/pulling, bending, crouching, stooping, climbing, and balancing. Sedentary strength demands generally include exerting up to 10 pounds occasionally.
MENTAL DEMANDS
Frequently requires performing multiple tasks simultaneously, working closely with others as part of a team, maintaining accuracy in detailed or repetitive work, and responding to frequent interruptions. May occasionally require working under time pressures, changing priorities, or an irregular schedule.
REASONABLE ACCOMMODATION
The City of Goose Creek is an Equal Opportunity Employer. To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the primary job functions herein described. Prospective and current employees should contact Human Resources to request ADA accommodation.
DISCLAIMER
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. The City reserves the right to revise this position description at any time.
