DWM Customer Service Representative II (OFA)

Posting expires: April 17, 2026

Salary range: $44,286 - $55,357

General Description and Classification Standards:

This role is responsible for performing a variety of routine accounting and financial support tasks to ensure accurate processing and record-keeping of financial transactions. Key duties include processing payments, reconciling accounts, and reviewing financial documents for accuracy. This customer-facing role involves providing account assistance and issue resolution to the public, including customers, constituents, and other stakeholders, in person and within internal service platforms and email communications. The incumbent must demonstrate exceptional attention to detail, adherence to financial and cash-handling policies, and effective communication skills while handling sensitive financial matters and customer interactions.

This position requires the incumbent to be on-site five (5) days a week and situated permanently at City Hall (55 Trinity Ave.) or 2 City Plaza (72 Marietta St.) location.  

Supervision Received:

Works under general supervision and follows standardized procedures and established instructions to accomplish assigned tasks. Supervisor sets work sequence and priorities. 

Essential Duties and Responsibilities:

These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.

• Process internal and external customer payments and verify accounts receivable records. This involves accepting various forms of payments and adherence to cash handling policies to ensure accuracy, accountability, and prevention of error.

• Provide customer payment services to citizens and internal employees by answering questions and providing information regarding complaints and inquiries. 

• Verify account information and process adjustments per internal procedures. 

• Type, file, and post general ledger entries.

• Provide administrative support in the collections process. 

• Adhere to latest official memorandums, correspondence, generated reports, public notices, permits, and various documents. 

• Evaluate information and/ or inquiries and make informed decisions to ensure operational effectiveness. 

• Ensure compliance with organizational policies and procedures, as well as end-of-shift procedures.

• Attend regular departmental meetings. 

• Perform other related duties, as assigned, to support departmental operations, including supporting internal future-state implementation of reporting, operations, and innovation efforts. 

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. COA may change the specific job duties with or without prior notice based on the needs of the organization.

Knowledge Skills and Abilities:

This is a partial list of necessary knowledge, skills, and abilities required to perform the job successfully, it is not an exhaustive list.

• Basic knowledge of accounting principles, specifically separation of duties, handling specific payment types, and accountability.

• Knowledge of proper public contact and email communication etiquette. 

• Skilled in using a personal computer and basic knowledge of Microsoft Word and Excel, and other computer software. 

• Ability to flexibly adapt to a variety of work situations and interruptions. 

• Ability to work well under pressure to meet deadlines. 

• Ability to recognize and escalate inconsistencies to senior staff.

Minimum Qualifications:

Education and Experience – High school diploma or General Equivalency Diploma (GED). Minimum three (3) years of accounting-related experience.

Licensures and Certifications – None required.

Preferred Requirements – Completion of Technical or Vocational course of study in the accounting area and three (3) year of accounting