Cus SVC Rep

Fayetteville Public Works Commission • Fayetteville, NC

6d • Onsite

About The Position

This class is responsible for providing engaging customer service in a professional manner to ensure the highest degree of customer satisfaction. The role requires the ability to maintain composure at all times while addressing high call volume. Responsibilities include receiving and processing routine customer inquiries, service orders, and complaints about utility services. The representative will determine deposit/fee requirements, establish payment arrangements, and issue necessary documents like letters of credit and duplicate bills. Additionally, the role involves promoting new customer programs, referring customers with credit issues to assistance organizations, issuing reconnects based on special payment circumstances, and providing backup support to cashiers.

Requirements

• Graduation from high school or possession of an equivalency diploma.
• A minimum of three (3) years office/business experience providing customer centricity.
• Good working knowledge of Microsoft Office required.
• Working knowledge of safety rules/regulations/procedures, as appropriate.
• Working knowledge of the services available, deposits, fees, and processes.
• Working knowledge/understanding of the various utility rates and schedules.
• Ability to explain rules/regulations about applications and charges for utility services.
• Ability to accurately complete and process records/reports/other documents to provide quick, accurate and efficient customer service.
• Ability to communicate effectively orally and in writing.
• Ability to deal with customers with tact and maintain control in sensitive and difficult situations.
• Ability to develop and maintain effective working relationships with customers, the general public, and all levels of employees.

Nice To Haves

• Working knowledge of the policies, procedures, and processes of the Public Works Commission in responding to customer’s requests/concerns.

Responsibilities

• Receiving and processing routine customer inquiries, service orders, and/or complaints about utility services.
• Determining amount of deposit/fees required in accordance with established guidelines.
• Establishing payment arrangements/plans.
• Issuing letters of credit, duplicate bills, and/or other pertinent documents.
• Promoting new customer programs to enhance the customer experience.
• Referring customers with credit problems to utility assistance organizations.
• Issuing reconnects relative to special payment circumstances.
• Providing backup to cashiers when necessary.
• Assisting with in-person training of new employees.

What This Job Offers

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