License and Revenue Associate II

Job Description

The function of Gwinnett County Department of Planning and Development is to promote and enhance the quality of life of residents, visitors, property owners and businesses of Gwinnett County. The Department accomplishes its mission through programs and services that encourage high-quality development as well as maintenance and revitalization of existing neighborhoods.

The Financial Support Associate position is assigned to the Licensing and Revenue section within the Customer Experience Division. The successful candidate will play a key role in delivering high-quality customer service and supporting the operations of the Customer Experience Division.

Essential Duties

• Provides exceptional customer service by assisting customers in person, by telephone, and through electronic communication, resolving inquiries related to occupation taxes.
• Performs front counter operations, including customer triage, occupational tax application processing, renewals, payment collection, and balancing daily transactions.
• Reviews, verifies, and processes occupation tax applications and supporting documentation to ensure compliance with departmental procedures, the Unified Development Ordinance (UDO), and applicable sections of the Gwinnett County Code of Ordinances, including Chapters 6, 18, and 22.
• Utilizes department technology, including Qtrac, Five9, and the Customer Interaction Tracker (CIT), to manage customer flow, respond to telephone inquiries, document customer interactions, track service requests, and coordinate timely resolution of inquiries requiring subject matter expert (SME) assistance.
• Prepares invoices, processes excise taxes and other revenue-related transactions, maintains accurate financial records, and performs daily cash reconciliation.
• Provides administrative support by responding to customer correspondence, maintaining records, and utilizing department systems to accurately document and track work activities.
• Collaborates with internal departments, external agencies, and customers to resolve issues, communicate requirements, and ensure the efficient delivery of licensing and revenue services.
• Performs other related duties as assigned.
  
  

Responsibilities

Preferred Knowledge

• Knowledge of customer service principles and practices for providing professional, courteous, and effective service in a high-volume customer environment.
• Knowledge of occupational tax, licensing and revenue processes, including the review and processing of applications, payments, and related documentation.
• Knowledge of the Unified Development Ordinance (UDO) and applicable sections of the Gwinnett County Code of Ordinances, including Chapters 6, 18, and 22.
• Knowledge of customer service technologies, including Accela, Qtrac, Five9, Customer Interaction Tracker (CIT), and other business applications used to process transactions and manage customer interactions.
• Knowledge of cash handling, payment processing, financial recordkeeping, and records management practices.
• Knowledge of departmental policies, procedures, and applicable local, state, and federal laws and regulations governing licensing, and revenue operations.
  
  

Preferred Skills

• Strong customer service, interpersonal, and communication skills, including emotional intelligence, active listening, empathy, professionalism, and the ability to effectively communicate with diverse customers, coworkers, and external agencies.
• Skill in analyzing customer inquiries, exercising sound judgment, applying critical thinking, utilizing creative problem-solving techniques, and identifying process improvements to enhance service delivery and resolve complex customer issues.
• Skill in reviewing, interpreting, and applying ordinances, policies, procedures, and technical information to accurately process occupational tax, and licensing and revenue transactions.
• Skill in using business applications and customer service technologies, including Accela, Qtrac, Five9, Customer Interaction Tracker (CIT), Microsoft Office, and other department systems.
• Skill in managing multiple priorities, processing financial transactions accurately, maintaining detailed records, and collaborating effectively with team members to meet service standards and organizational goals.
  
  

Training And Experience (positions In This Class Require)

High School Diploma, or G.E.D.; up to four years bookkeeping, accounts payable and/or accounts receivable experience; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

Some Positions Require

Licensing Requirements (positions in this class require):

• Valid Driver's Lisence from state of residency
  
  

Knowledge (position Requirements At Entry)

• Bookkeeping principles;
• Office procedures, methods, and equipment;
• Data entry techniques;
• Filing techniques;
• Applicable laws, rules, and regulations.
  
  

Skills (position Requirements At Entry)

• Operating computers and applicable software;
• Performing basic mathematical calculations;
• Filing and maintaining records;
• Performing data entry;
• Balancing financial accounts;
• Preparing reports;
• Using standard office equipment;
• Communication, interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction.
  
  

Qualifications

Sedentary Work: Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

About Us

Welcome to Gwinnett County Government

Gwinnett County Government is an award-winning employer that believes in investing in its employees by providing corporate level benefits, a wellness program, professional development opportunities, career advancement, and more

Careers with impact

Gwinnett County sets the standard as a dynamic, vibrant community where all people can enjoy economic opportunities, safe neighborhoods, plentiful greenspace, and recreational facilities. We are committed to hiring those who share our dedication to making life better for our residents and business owners. The culture of superior service that our employees have created reflects that standard and helps staff, residents, and stakeholders remain vibrantly connected.

Exceptional benefits

Working for Gwinnett County comes with exceptional benefits, including health coverage, a robust wellness program (Spouses can participate, too!), onsite employee wellness center, longevity pay, tuition reimbursement, and more. The value of Gwinnett County benefits can be up to 49 percent of an individual’s total compensation.

World-class community

More than a million residents make up Gwinnett’s diverse community. The County is located just 45 minutes from Hartsfield-Jackson Atlanta International Airport and 30 minutes from downtown Atlanta. Georgia Highway 316 reduces travel time to the University of Georgia to 25 minutes.

Gwinnett County is an award-winning employer!

• Atlanta’s Healthiest Employer by Atlanta Business Chronicle
• Green Communities Platinum Certification for Gwinnett County from the Atlanta Regional Commission
• Top 100 Healthiest Workplaces in America by Springbuk and PR NewsWire and more!
  
  

Vision

Gwinnett is the preferred community where everyone thrives!

Mission

Gwinnett proudly supports our vibrantly connected community by delivering superior services.

Values

Integrity: We believe in being honest, building trust, and having strong moral principles.

Accountability: We believe in stewardship, transparency, and sustainability.

Equity: We believe in fairness and respect for all.

Inclusivity: We believe in engaging, embracing, and unifying our communities.

Innovation: We believe in continual adaptation of technology, process, and experience.

Hiring Process

Gwinnett County is an Equal Opportunity Employer. For more information regarding our hiring process, please click the links below:

• Hiring Process
• FAQs
  
  

Gwinnett County is committed to creating a diverse workforce. As an Equal Opportunity Employer, we prohibit discrimination on the basis of genetic information (including sex), race, color, national origin (including ancestry), gender (identity and expression), sexual orientation, age, marital status, familial status (including pregnancy), disability, military or veteran status, religion, political affiliation, immigration status, homeless status, or any other category protected by law.

Reasonable accommodations for qualified individuals with disabilities may be requested. If you need an accommodation during the application, interview, or testing process, contact Human Resources at 770.822.7915 or HREmployeeRelations@GwinnettCounty.com. This email is only for accommodation requests; for questions related to job postings, use jobs@gwinnettcounty.com.