Customer Service Representative I, Ii, III

City of Gastonia•Gastonia, NC

23h

About The Position

Customer Service Representatives provide accurate and courteous service to new and existing utility customers regarding services and accounts through email, online customer self-service, in person, and over the phone. Representatives I and II work under close supervision and follow established procedures. Representative III works under general supervision and independently develops work methods and sequences. Representatives I and II process applications for new, transferred, and discontinued service in person or online/by email; manage and balance a cash drawer; ensure payments are credited to the correct account and general ledger system; answer questions about billing, deposits, and disconnections; and enter information into utility customer history files. Representative III interviews prospective utility customers and gathers information to verify identity, assess creditworthiness, and confirm addresses. The role also assists existing customers with service transfers and terminations; processes customer and interdepartmental payments; handles cash, checks, money orders, and card payments; and processes drop-box payments. It responds to billing and payment inquiries, works with crisis management agencies assisting utility customers, and supports reconciliation and deposits of funds. Additional duties include processing and balancing automated payment types, responding to inquiries through the online Customer Self Service application, maintaining records for bank draft and budget billing programs, maintaining and balancing payment kiosks, and making bank runs as necessary. Representative III also assists the Customer Service Manager and Customer Service Analyst as needed and enters information into utility customer history files. All levels may perform related work as assigned.

Requirements

High school graduation or GED equivalent.
Customer Service Representative I: One year of customer service, collections, billing, or related experience, or an equivalent combination of education, training, and experience.
Customer Service Representative II: Two years of customer service, billing, collections, or related experience, or an equivalent combination of education, training, and experience.
Customer Service Representative III: Three years of customer service, billing, collections, or related experience, or an equivalent combination of education, training, and experience.
May be required to work nights, weekends, holidays, and emergencies to meet the City's business needs.

Responsibilities

Process applications for new utility service, service transfers, and service disconnections in person or online/by email (I and II).
Manage and balance a cash drawer and ensure payments are credited to the correct account and general ledger system (I and II).
Answer questions about existing utility accounts, including billing, deposits, and disconnections (I and II).
Enter data into utility customer history files.
Interview prospective utility customers and gather information to verify identity, assess creditworthiness, and confirm address information (III).
Assist existing customers with transfers or terminations of City utility services (III).
Process miscellaneous payments for customers and other City departments, including payments made by cash, check, money order, or credit/debit card; verify large sums of cash as necessary (III).
Pick up, open, verify, and process drop-box payments, and process payments for old bills and utility deposits (III).
Handle telephone inquiries about utility billing and payment questions and respond to inquiries through the online Customer Self Service application (III).
Work with crisis management agencies assisting utility customers (III).
Back up the Customer Service Analyst with daily reconciliation and deposits of funds and with processing and balancing automated payment types, including bank drafts, kiosks, wire, and lockbox payments (III).
Maintain records for special programs such as bank draft and budget billing; perform daily maintenance and balancing of automated payment kiosks and make bank runs as necessary (III).
Assist the Customer Service Manager and Customer Service Analyst with other tasks as needed (III).
Perform related work as assigned.
Comply with established safety policies, procedures, safe work practices, training, and instructions; properly wear and maintain required personal protective equipment; and promptly report unsafe conditions, practices, injuries, or illnesses.