CUST PROG SPEC

Fayetteville Public Works Commission•Fayetteville, NC

13h•$19 - $25

About The Position

This class is responsible for monitoring, gathering, processing and reporting data to ensure that utility customer accounts are created and billed and customer services are created and provided accurately and efficiently on a timely basis. Responsibilities include, but are not limited to coordinating the installation of new temporary and permanent utility services; creating new accounts with the correct characteristics; utilizing alerts to research, report and correct issues, identify potential tampering and to ensure that the data necessary to prepare and adjust bills is accurate and available in a timely manner; monitoring, researching and, when required, completing automated meter services such as start, stop, disconnect, reconnect and on-demand meter reads to provide prompt and accurate service; supporting field service activities to ensure accurate, efficient completion; resolving complex utility service issues; performing enhanced Customer Program services; proactively contacting customers to provide information about their utility services; contacting and responding to customers on specific, sensitive issues; creating, maintaining and reporting from Excel spreadsheets on specific subjects; tracking and reporting trends to identify root causes of system errors in the validation and estimation rules to ensure that billing is accurate; coordinating with Utility Field Services, billing and Customer Service to ensure that required utility services are completed in a timely manner; supporting the City of Fayetteville’s Call Center operations; training new users of the MWM, CCB, RNI and MDM systems. Operating under direct supervision of a designated supervisor, work is performed in accordance with established policies and procedures of the department to which assigned. May be assigned to any unit, section in the Customer Programs Division. Performs related work as required. Overtime, shift work, extended hours and on-call responsibilities may be required.

Requirements

Graduation from high school or possession of a high school equivalency diploma and a minimum of two (2) years of clerical or utility field service experience that includes customer service or meter service experience
Must possess/maintain a valid North Carolina Driver’s License.
Microsoft Office Suite proficiency required.

Responsibilities

Monitoring, gathering, processing and reporting data to ensure that utility customer accounts are created and billed and customer services are created and provided accurately and efficiently on a timely basis.
Coordinating the installation of new temporary and permanent utility services.
Creating new accounts with the correct characteristics.
Utilizing alerts to research, report and correct issues, identify potential tampering and to ensure that the data necessary to prepare and adjust bills is accurate and available in a timely manner.
Monitoring, researching and, when required, completing automated meter services such as start, stop, disconnect, reconnect and on-demand meter reads to provide prompt and accurate service.
Supporting field service activities to ensure accurate, efficient completion.
Resolving complex utility service issues.
Performing enhanced Customer Program services.
Proactively contacting customers to provide information about their utility services.
Contacting and responding to customers on specific, sensitive issues.
Creating, maintaining and reporting from Excel spreadsheets on specific subjects.
Tracking and reporting trends to identify root causes of system errors in the validation and estimation rules to ensure that billing is accurate.
Coordinating with Utility Field Services, billing and Customer Service to ensure that required utility services are completed in a timely manner.
Supporting the City of Fayetteville’s Call Center operations.
Training new users of the MWM, CCB, RNI and MDM systems.