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 and Permitting sections 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 permitting occupation taxes.
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Performs front counter operations, including customer triage, permit issuance, occupational tax application processing, renewals, payment collection, balancing daily transactions, and processing utility releases.
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Reviews, verifies, and processes permit and 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.
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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.
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Prepares invoices, processes excise taxes and other revenue-related transactions, maintains accurate financial records, and performs daily cash reconciliation.
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Provides administrative support by responding to customer correspondence, maintaining records, processing open records requests, and utilizing department systems to accurately document and track work activities.
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Collaborates with internal departments, external agencies, and customers to resolve issues, communicate requirements, and ensure the efficient delivery of permitting, licensing and revenue services.
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Performs other related duties as assigned.
Preferred Qualifications in addition to the above minimum qualifications
Preferred Knowledge:-
Knowledge of customer service principles and practices for providing professional, courteous, and effective service in a high-volume customer environment.
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Knowledge of permitting, occupational tax, licensing, and revenue processes, including the review and processing of applications, payments, and related documentation.
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Knowledge of the Unified Development Ordinance (UDO) and applicable sections of the Gwinnett County Code of Ordinances, including Chapters 6, 18, and 22.
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Knowledge of permitting and customer service technologies, including Accela, Qtrac, Five9, Customer Interaction Tracker (CIT), and other business applications used to process transactions and manage customer interactions.
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Knowledge of cash handling, payment processing, financial recordkeeping, and records management practices, including open records procedures.
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Knowledge of departmental policies, procedures, and applicable local, state, and federal laws and regulations governing permitting, licensing, and revenue operations.
Preferred Skills:
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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.
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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.
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Skill in reviewing, interpreting, and applying ordinances, policies, procedures, and technical information to accurately process permitting, occupational tax, licensing, and revenue transactions.
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Skill in using business applications and customer service technologies, including Accela, Qtrac, Five9, Customer Interaction Tracker (CIT), Microsoft Office, and other department systems.
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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.
Grade
The grade for this position is
B221. Salary will be dependent on education and experience.
Effective 4/11/2023, this position is eligible for the Employee Referral Program.
Minimum Qualifications
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High School Diploma, or G.E.D.,
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Four years bookkeeping, accounts payable and/or accounts receivable experience;
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An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above will also be considered.
Note: The class specifications listed on this website are not the official class specifications for Gwinnett County and are subject to change.
About Gwinnett County
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!
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Atlanta’s Healthiest Employer by Atlanta Business Chronicle
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Green Communities Platinum Certification for Gwinnett County from the Atlanta Regional Commission
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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 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.
