Customer Service Representative

City of Hendersonville•Hendersonville, NC

11h•Onsite

About The Position

An employee in this class is primarily responsible for assisting customers using established guidelines and procedures. Work also involves posting new and maintaining existing customer account data and verification of accuracy in posted items. Work involves coordination with other departments within the City and public contact functions which requires considerable tack and courtesy. Employee also performs occasional general office work such as filing, operating copying machines and computer terminals, and answering the telephone. Work is performed according to standard procedures, but the employee is expected to use some initiative and independent judgment in accomplishing assigned objectives. Work is performed under limited supervision of the Billing Supervisor and is evaluated through observation and review of work completed.

Requirements

Graduation from high school and a minimum of 0-2 years of customer service experience or collections experience; and/or any equivalent combination of training and experience required to perform the essential position functions.
Knowledge of office accounting methods and procedures.
Knowledge of modern office practices and of forms and machines used in the preparation of office records.
Ability to use common office machines, including popular computer-driven word processing, database, spreadsheet and file maintenance programs.
Ability to exercise attention to detail in performing assigned tasks. Ability to maintain effective files, records and reports.
Ability to compute figures rapidly and accurately
Ability to deal tactfully and courteously with the general public in explaining policies and procedures.
Ability to establish and maintain effective working relationships as necessitated by work assignments.
Ability to understand and follow oral and written directions.
Ability to use the tools and concepts of the specialty area in which the employee works. Includes using appropriate processes, procedures, resources, and work or professional standards.
Ability to work with people, develop and maintain work relationships, communicate, manage conflict, and perform as an effective team member.
Ability to think, learn and process information.
Ability to solve problems and gather necessary information. Includes having math and reading skills appropriate to job level.
Ability to identify customers, determine the valid needs of a situation, and provide service or service recovery in a manner that satisfies the customer.

Nice To Haves

Experience in a high-volume customer setting preferred.

Responsibilities

Establishes new and maintains existing customer accounts.
Receives telephone calls, walk-in and online requests from customers.
Assists customers, in person and by phone, with account maintenance, billing/payment questions, and complaints.
Collects customer payments.
Receives and processes returned mail.
Verifies accuracy and completeness of customer account and database.
Utilizes computerized data entry program to enter, update, store and/or retrieve information as requested or otherwise necessary.
Works with the Finance department to update accounts with accounting errors and send out corrected customer statements.
Processes batches for finance (Mini Golf, Misc. Deposits, Farmer’s Markets, etc.) with supplied information and accounting information.
Maintains a cash drawer and maintain correct balance throughout the day.
Processes new service, transfer and disconnect applications received online and in person.
Sets up new accounts for taps and sends information to billing.
Updates and verifies ACH information for new and existing accounts.
Trouble shoots leak issues with city software and assists customers with needed forms.
Establishes and maintains a variety of electronic and tangible files, filing and retrieving information as requested or otherwise necessary.
Assists other departments as necessary.
Process the posting of various customer requests or work orders into the accounting software.
Handles a high volume of customer calls regarding all aspects of utility accounts.
Processes collection of past due accounts.
Establishes customer payment plans using sound judgement and review of customer’s payment history.
Verifies all required documents to establish new service or transfer existing service.
Maintains discretion in dealing with confidential information.
Research and problem solve issues with customer’s account with minimal supervision.
Coordinates customer account processes with other departments and outside organizations in a team environment.
Performs other related job duties as assigned.