Customer Service and Accounting Specialist

Safety Statement
This is not a safety-sensitive position as established by the rules and regulations of the Federal Transit Administration. The incumbent is required to fully comply with all safety rules and regulations established by Mountain Line.

Job Purpose of a Customer Service and Accounting Specialist
The purpose of this position is to provide first-line customer service to the public and to enhance service delivery as a key representative of Mountain Line. Support administrative staff by assisting with customer service, pass sales, trip planning, answering customer inquiries, preparing pass sales reports, performing accounts payable and receivable functions, and other assigned tasks. Work is performed under the direct supervision of the Finance Director.

Essential Functions & Responsibilities

• Answers incoming calls, check messages, and route calls to appropriate staff members.
• Records complaints, comments, and compliments in the comment database. As necessary, provide notice to supervisors and assign reports entered for investigation and follow up to other staff and departments.
• Provides trip planning assistance, route information, and other pertinent information to customers via email, by phone, and in person. This includes instructing customers on how to use printed materials, website, and rider application.
• Conducts sale of bus passes to customers and manage cash and credit payments. Provide daily sales reconciliation, including cash and charge receipts.
• Fulfills pass orders to customers or partner representatives including any monthly pass or consolidated fare billing.
• Engages in community outreach functions representing Mountain Line.
• Assists in performing billings for a variety of periodic revenue sources along with ad hoc reporting.
• Assists with data entry, processing, and filing of accounts payables.
• Reviews source documents, code and classify information accurately in finance software and Excel.
• Reviews delinquent billings, post payments received, and complete aging reports.
  Activates and deactivate bus passes and create employee identification cards.
• Provides back-up support on tasks such as mail sorting, mail processing, and office supply ordering.

Attendance
Attendance should be regular and predictable. General employment policies regarding vacation, sick, and unpaid leave apply. Occasional need to report to work on day off and work overtime.

Confidentiality
Confidential personnel and/or customer information, some subject to HIPAA rules, may be visible to this incumbent. The incumbent is required to keep a high level of discretion in handling of confidential information and required to maintain knowledge of rules and regulations such as Payment Card Industry (PCI) standards and HIPAA compliance to keep customer and personnel information secure.

Knowledge, Skills, and Abilities
Knowledge

• Customer service, reception, administrative, and clerical tasks.
• Accounts payable and receivable principles and procedures.
• Best practices in customer service.

Skills & Abilities

• Basic mathematical skills and principles of accounting.
• Intermediate level of proficiency in Microsoft Office Suite skills.
• Develop working knowledge of finance software used by Mountain Line to perform sales and other financial transactions.
• Excellent verbal and written communication skills.
• Excellent time management and organizational skills with a proven ability to meet deadlines.
• Ability to adhere to rules regarding confidential information and use a high level of discretion.
• Ability to work safely and support a positive, diverse culture of workplace safety.

Working Conditions, Exposure to Risks and Physical Dangers
The incumbent works in an office environment with normal exposure to risk or physical dangers. The incumbent is responsible for working with terminated and possibly disgruntled employees as well as unsatisfied customers. The incumbent is responsible for ensuring staff compliance with emergency response procedures.
Because of the potential exposure associated with the work, incumbents in this job are required to follow all Mountain Line safety procedures, manuals, and guidelines.

Education Requirements

• High School Diploma, plus 2 years of college coursework or related certificate program.

Similar Work Experience

• 2 years of similar work experience or in an office setting.
• Experience in public service agency preferred.

Licenses, Training and/or Certifications Required

• Valid Arizona Driver’s License with clean 5-year Motor Vehicle Record (MVR).

Substitutions
Any combination of education, experience, and training that provides the required knowledge, abilities and skill to perform the duties of the position.

This description does not create an employment contract. It is intended to describe the general nature and level of work being performed by the person assigned to this position.

This job description does not state or imply that the above are the only duties and responsibilities assigned to this position. Employees holding this position may be required to perform any other job-related duties as requested by management.

Mountain Line is an equal employment opportunity employer.