Customer Service Representative

City of Newton•Newton, NC

22d•Onsite

About The Position

This position performs customer service, clerical, and municipal utility billing tasks. The role involves handling customer requests for new services, transfers, extensions, and disconnections, as well as processing payments, determining deposit amounts, and preparing various documents and reports. The representative also manages delinquent accounts, collects municipal fees, maintains records, and processes utility work orders. Additionally, the role requires researching incorrect bills, updating customer files, and performing back-up duties for other positions as needed.

Requirements

Graduation from high school or GED equivalency.
2 - 3 years of customer service work experience.
Proficiency in the use of word processing and spreadsheet software.
Ability to be bonded.
Manual dexterity such as fingering, grasping, and repetitive motions including operating a computer keyboard.
Vocal communication required to express or exchange information.
Hearing required to perceive information at normal spoken word levels.
Visual acuity required to prepare and analyze written or computer data, operation of machines, and determine accuracy and thoroughness of work.

Nice To Haves

An Associate's degree in accounting or similar career field is desired.
May require a valid North Carolina driver’s license.

Responsibilities

Process customer requests for new services, transfers, extensions, and disconnections.
Receive and process customer payments, verify checks, issue receipts, and enter payments into the collection system.
Determine deposit amounts for new service and process necessary paperwork.
Prepare letters, memoranda, and reports using word processing software.
Manage delinquent accounts by encouraging payment, issuing cut-off notices, and coordinating with utility divisions.
Collect business and privilege licenses and other municipal fees and fines.
Maintain files and records.
Prepare bank deposit slips, record funds collected, secure and balance cash drawers, and break down payments.
Process returned checks and complete utility connect and disconnect work orders.
Prepare and mail correspondence to customers regarding inaccurate payments and advise on corrective actions.
Contact other utility departments regarding new utility service or cut-offs.
Address customer service issues, explain policies and procedures, and resolve customer problems and complaints.
Provide billing and collections information to citizens and businesses, referring unresolved issues to supervisory personnel.
Prepare service orders for Public Works & Utilities divisions (electric, water, sewer, sanitation, street maintenance).
Issue letters of credit and establish bank drafts and commercial accounts.
Research incorrect bills and write adjustment sheets.
Update customer files, including the Medical Alert List.
Check efficiency of completed work orders and deposit refund eligibility.
Perform back-up duties for other positions as necessary.