Customer Service Representative 1

City of Hickory • Hickory, NC

23h • Onsite

About The Position

This position requires customer service skills and knowledge of the water and sewer utility services, fees and billing procedures or similar utility services. Ability to accurately operate and balance a daily cash drawer to collect all City revenue is required. Processes additional payments using bank lockbox system and online payment center on the City's website. Assists Finance and Collections Supervisor in answering utility billing complaints. Processes service work orders for utility activations and terminations. Researches all returned mail for both Billing and Collections divisions. Assists with billing reports as needed. Experience in utility and/or local government preferable. Demonstrated ability to be assertive as a customer advocate required when dealing with Finance, Water and Sewer, and other City departments as needed. Ability to learn numerous City regulations/policies/procedures quickly, and demonstrated ability to analyze procedures and suggest improvements which would benefit citizen/customers. Pleasant, outgoing personality and ability to communicate effectively in speech and writing required. Experience with personal computers including knowledge of the capabilities of database and spreadsheets. Ability to read maps and calculate fees, requires facility with math including percentages, decimals, and formulas, and may be tested in basic math. Calculates and explains fees, using rate tables for utility fees, facility fees, and other related charges. This position rotates between the Collections counter and drive-up window on a weekly schedule.

Requirements

• Customer service skills
• Knowledge of the water and sewer utility services, fees and billing procedures or similar utility services
• Ability to accurately operate and balance a daily cash drawer to collect all City revenue
• Ability to learn numerous City regulations/policies/procedures quickly
• Pleasant, outgoing personality
• Ability to communicate effectively in speech and writing
• Experience with personal computers including knowledge of the capabilities of database and spreadsheets
• Ability to read maps and calculate fees
• Facility with math including percentages, decimals, and formulas
• Good customer service skills
• Good data entry skills
• Knowledge of accounting practices
• Ability to read, write and perform mathematical calculations at a level commonly associated with the completion of high school or equivalent
• Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for one to two years
• Knowledge of modern office principles and practices
• Knowledge of department and city policies and procedures and federal, state, and local laws and regulations
• Knowledge of billing and collection procedures
• Skill in the operation of computers and other standard office equipment
• Skill in planning, organization, and decision making
• Skill in oral and written communication
• Must possess a high school diploma or GED
• Minimum age of 18
• Must possess a valid Class "C" driver's license from North Carolina
• Applicants must meet the City criteria for an acceptable driving record

Nice To Haves

• Experience in utility and/or local government preferable
• Demonstrated ability to be assertive as a customer advocate
• Demonstrated ability to analyze procedures and suggest improvements which would benefit citizen/customers
• Associate's degree in accounting or business administration
• Notary Public

Responsibilities

• Collects payments for water bills, dumpster rentals, parking tickets, civil citations, returned checks, water and sewer taps, fire permits and other miscellaneous payments.
• Processes beer and wine license tax payments.
• Answers customer telephone calls; answers customer questions or refers to appropriate personnel.
• Opens and distributes mails; processes all payments received.
• Updates and maintains files.
• Generates work orders to activate, terminate services, and make repairs; contacts technicians via radio.
• Operates and maintains cash drawer; balances receipts daily.
• Processes returned mail and researches customers.
• Processes deposits from other departments.
• Assists supervisor by working with customers to make payment arrangements.
• Performs other related duties as assigned.

Benefits

• Salary depends on experience

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED