Customer Service Agent (CD)- Public Utilities

Hanover County Government•Hanover, VA

About The Position

This is a clerical position in Hanover County’s Career Development Program. The incumbent receives and researches inquiries and payments related to County services. Duties range from routine to complex depending on the position level and department. The Customer Service Ladder has three levels, 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 for lower-level agents and clerical staff. For Public Utilities, the role answers, researches, and resolves utility customer questions and problems in person, by telephone, and by email. It helps customers use the Public Utilities website to make payments and find information about rates, fees, and policies; prepares and analyzes customer billing data; manages utility accounts and related service processes; and explains billing to new and existing customers. Considerable tact and patience are needed when dealing with the public. The position is classified as non-exempt. Working conditions are in an office, with minimal physical effort and no known hazards. A criminal records check including fingerprinting is required, as is a twelve-month probationary period. A CPS check applies to DSS, CSB, Community Resources, and Court Services only. Mandatory participation in the Citizen Emergency Response On-call Plan applies to DSS only.

Requirements

High school diploma or equivalent required, or an equivalent combination of education, experience, and/or training sufficient to demonstrate the required knowledge, skills, and abilities.
Ability to interact positively with the public.
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.
Ability to demonstrate considerable tact and patience when dealing with the public.
Criminal records check, including fingerprinting.
Twelve-month probationary period.

Nice To Haves

At least one year of customer service experience is preferred.
Computer literacy or skills, preferably in Microsoft Office programs.
Higher levels on the Career Ladder require additional education, experience, and training.

Responsibilities

Receive and process inquiries and payments from the public.
Reconcile payments and prepare bank deposits, invoices, and related materials.
Research and correct payment histories and customer computer records.
Schedule appointments as needed.
Use a computer to enter data, find information, and adjust files.
Answer, research, and resolve utility customer questions and problems in person, by telephone, and by email.
Assist utility customers with the Public Utilities website for payments and information about utility rates, fees, and policies.
Prepare and analyze utility customer billing data.
Manage utility customer accounts, including move-ins, move-outs, disconnects, and distribution of service orders to operations staff.
Explain the billing process to new and existing utility customers.
Perform related work as assigned.
Senior Customer Service Agents may serve as workflow leaders to lower-level agents and/or clerical staff.