Customer Service Agent (CD)- Public Utilities

Hanover County Government•Hanover, VA

3d•Onsite

About The Position

This is a clerical position within Hanover County’s Career Development Program (CD) for Public Utilities. The Customer Service Agent receives and researches inquiries and/or payments related to County services. The Customer Service Ladder has three (3) levels ranging from Customer Service Agent I to Senior Customer Service Agent. Incumbents report to a Customer Service Supervisor/Manager or an Office Supervisor. Senior Customer Service Agents may serve as workflow leaders to lower level Agents and/or clerical staff. This role involves answering, researching, and resolving utility customer questions/problems in person, over the telephone, and by email. It also includes assisting utility customers with the Public Utilities’ website, preparing and analyzing utility customer billing data, and managing utility customer accounts (move-in, move-out, disconnects, and distribution of service orders). A considerable amount of tact and patience is required when dealing with the public, and the ability to explain the billing process to new and existing utility customers.

Requirements

High school or equivalent required
At least one (1) year customer service experience preferred
Ability to interact positively with the public is required.
Excellent oral and written communication skills.
Basic knowledge of records maintenance and ability to maintain general office records.
Ability to establish and maintain effective working relationships with County officials, employees and the general public.
Criminal Records Check, including fingerprinting
Twelve-month probationary period
CPS (Child Protective Services) Check – DSS, CSB, Community Resources and Court Services only
Mandatory Participant in the Citizen Emergency Response On-call Plan (DSS ONLY)

Nice To Haves

Computer literacy or skills preferably in Microsoft Office computer programs is desired.
Ability to demonstrate considerable tact and patience when dealing with the public.

Responsibilities

Receives and processes inquiries and/or payments from the public.
Reconciles payments and prepares bank deposits, invoices, etc.
Researches and corrects payments histories and/or customer computer records.
Schedules appointments as needed.
Uses a computer to enter data, find information and/or adjust files.
Performs related work as assigned.
Answer, research and resolve utility customer questions/problems in person, over the telephone, and by email.
Assist utility customers with Public Utilities’ website for making payments and finding information on utility rates, fees, and policies.
Prepares and analyzes utility customer billing data.
Manages utility customer accounts, including: move-in process, move-out process, disconnects, and distribution of service orders to operations staff.
Explains billing process to new and existing utility customers.