Customer Service Rep I

City of High Point•High Point, NC

2d•Onsite

About The Position

The Customer Service Rep I works in the City of High Point’s Customer Service Department, providing customer service in phone center and walk-in settings. The position performs clerical and routine technical tasks related to utility billing, account inquiries, service requests, and payment processing. Working under immediate supervision, the representative handles customer interactions accurately and promptly in a fast-paced environment, maintaining professionalism, empathy, and efficiency while supporting daily operations and positive customer experiences.

Requirements

High school diploma or GED.
At least 1 year of experience in a call center or customer service role; food service and retail experience do not count toward this requirement.
Valid driver's license.
Proficiency with Microsoft Word, Excel, and Outlook.
Willingness to work during inclement weather or City emergencies, including nights and weekends.

Responsibilities

Provide customer service in phone center and walk-in environments.
Help customers establish new utility service accounts, close or transfer existing accounts, and resolve utility billing inquiries.
Review payment histories and balances, and assess potential future payments to establish appropriate payment arrangements.
Issue work orders to City departments in response to customer requests or issues.
Process utility account payments and miscellaneous transactions.
Use computers, phones, and internal PC applications to document customer interactions and complete tasks.
Handle a high volume of calls—approximately 100–120 per day—while meeting quality metrics and telephone statistics.
Resolve customer issues professionally and de-escalate concerns calmly.
Use calculators and standard office equipment to maintain records.
Perform work in compliance with OSHA requirements and City safety standards and policies.
Participate in special projects and perform other duties as assigned.