OPERATIONS SUPPORT SPECIALIST II

Job description

Job Summary: This position provides support to the overall operations including customer service, billing, dispatch, routing, non-compliance, CHaRM Center and scale operation functions by acting as a backup where necessary.
This position also provides administrative, data entry and research support for all areas where directed which includes, but not limited to, heavy customer service, resolving customer complaints, researching non-compliance issues and other duties as assigned in the absence of other departmental personnel.
This position also helps organize files and follow up on outstanding customer account documentation and research.
Essential Job Functions: Billing Maintain billing and collection documentation in an auditable state.
Process new accounts, terminated accounts, and resolves problem accounts.
Prepare all documentation necessary to request debits, credits and balance adjustments to accounts.
Customer Service Handle customer complaints, record the complaints, and resolve the issue.
If it involves another department forwards a copy to the department and track the complaint until it is resolved.
Assist customers in determining correct account status.
Inform customers of allowed exemptions and send out letters and applications to qualifying residents.
Work with customers on allowed exemptions and maintain accurate records.
Maintain effective working relationship with public and Deputy Officer.
Scale Operations Weigh all vehicles coming into and leaving landfill as outlined by operations procedure.
Calculate monies owed and determine cash or billing.
Maintain records of all transactions as outlined by operating procedure.
Balance accounts daily.
Prepare receipts for deposits.
Maintain effective working relationship with public.
Keep Landfill Supervisor and Senior Accountant aware of any unusual situations.
Maintain communications with other internal contacts.
Accept and prepare payment for deposit and processing.
DispatchAssist in the day-to-day operations of auditing residential collection routes.
Assist the Director of Disposal Authority, Director of Compliance, Director of Collection Services, Director of Customer Engagement, Deputy Solid Waste Officers and Dispatch Supervisor - Compliance and Routes to develop routes and research properties found to be not on service.
Assist in all Non-Compliance efforts, including but not limited to; letter inquiry as to address status, door to door inquiries, show cause hearing, illegal dump complaints and investigation, solid waste policy and procedure enforcement.
Monitor the audit trail between field data and other BCSW departments.
Assist with GIS routing program to keep routes up to date and accurate with information in the residential billing database.
Miscellaneous Provide back-up for scale and CHaRM operations, residential drive-thru, dispatch function and front desk as necessary.
Prepare various accounting and statistical reports for management as requested.
Required Skills, Abilities and Knowledge: Ability to communicate effectively with customers.
Strong customer relations and collections background.
Excellent communication skills with command of English grammar and composition.
Math skills to perform basic mathematical operations.
Reading skills to understand various documents.
Knowledge of filing system.
Knowledge of SWDA procedures, as well as, general office procedures.
Ability to keep clerical records and prepare accurate reports.
Ability to prepare effective correspondence.
Knowledge and ability to operate office machines such as typewriter, PC, copy machine, 10-key calculator, etc.
Proficient in entry level accounting operations and bookkeeping procedures.
Ability to organize heavy workload and accomplish required tasks.
Knowledge of Internet Explorer and Outlook Express, Word, Excel, Access, Power Point and Organizer.
Ability to create and maintain detailed spreadsheets.
Ability to perform mail merge function in Word to accomplish bulk mailouts.
Knowledge of billing and collection software.
Knowledge of Crystal Reports or similar report-writer software.
Special Requirements: Willing to work nonstandard hours as necessary.
Willing to travel as required.
Willing to work at all locations.
Ability to work under stress of recurring deadlines.
Self-motivated and team player.
Education and Experience: High school diploma or equivalent, some college preferred.
Three (3) years accounting and customer service 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.
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).

Required Skill Profession

Supervisors Of Office And Administrative Support Workers