Utility Customer Service Representative

Warren County•Warren County, NC

1d•Onsite

About The Position

Performs difficult skilled clerical and administrative work involving customer accounts, service, billing and collection. Work is performed under the general supervision of the Utility Customer Service Supervisor. This role involves assisting customers with utility service and accounts, processing service requests and complaints, and maintaining customer service, billing, and collection records and files.

Requirements

Thorough knowledge of utility service and clerical terminology, methods, procedures and equipment.
Thorough knowledge of standard office procedures, practices and equipment.
Thorough knowledge of utility service connection and termination procedures and customer billing, collecting and adjusting methods and procedures.
Ability to understand and follow oral and written directions.
Ability to follow detailed work procedures.
Ability to post accounts and to perform mathematical computations with speed and accuracy.
Ability to cross train and serve as backup when needed.
Skill in complex dealing with staff, citizens and all levels of utility customers.
Skill in the use of a variety of office and data processing equipment.
Ability to establish and maintain positive working relationships with associates and customers.
Considerable knowledge of principles and processes for providing customer service.
Comprehensive knowledge of general office equipment and personal computers to include customer information systems, word processing, spreadsheet, and related software.
Possession of an appropriate driver’s license valid in the State of North Carolina.

Nice To Haves

Any combination of education and experience equivalent to graduation from high school supplemented by courses in customer service and moderate experience in general office and public contact work.

Responsibilities

Answer department main line, responding to questions, processing complaints, informing customers of various issues regarding their service and/or account or routes calls to proper person.
Post bill payments; process cash or check payments for bank deposit.
Process bank drafts, cancellations, leak adjustments, late fees and other miscellaneous fees.
Explain policies to customers regarding deposits, connections, taps, service charges, etc.
Create work orders for addressing customer complaints.
Prepare applications for new utility accounts.
Maintain customer files, administer leak adjustments and late fees.
Type letters, memoranda and correspondence as needed.
Assist with research, education and displays.
Run reports; maintain spreadsheets.
Perform departmental errands, pick up supplies and materials as needed.
Perform related tasks as required.