Customer Service Representative

Performs intermediate skilled clerical work involving the recording and/or maintaining of utility account information; arranges payments for customers involving extensive customer contact work in person by phone and by e-business. Does related work as required. Work is performed under the regular supervision of the Account Services Supervisor.

Assisting customer establish utility service; receiving service requests and concerns; assisting customers with delinquent utility accounts in establishing time extensions to pay; preparing and maintaining files and records; adjusting accounts.

(The following tasks are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.)

• Delivers high-quality customer service experience; exhibits positivity and professionalism.
• Obtains customer information and inputs data into computer; examines credit references for acceptability; determines deposit amount required; bills charges and fees for services.
• Copies and electronically archives lease or deed and verifies valid identification; conducts research to ensure customers do not have outstanding previous accounts.
• Enters a variety of customer and account related data into system; generates service orders for move outs, meter installation, etc.; maintain records of service orders generated.
• Responds to customer questions and concerns in person, via telephone and email regarding opening, closing or transferring accounts, deposits, due dates, returned checks, final bills and other collection related items or City services.
• Establishes time extensions for customers to pay; processes vouchers for customer deposits.
• Markets products and services to customers to improve efficiency.
• Analyzes customer ability to bills in arrears and structure pay plans and ensuring adequate deposit surety are on accounts to limit risk.
• Corresponds with public help agencies regarding delinquent accounts, prepares referrals, and approves vouchers.
• Processes duplicate bills for customers.
• Refers customers to other departments in the City.
• Opens and closes irrigation meter accounts.
• Determines appropriate adjustments to customer accounts; makes necessary adjustments to customer accounts and prepares required reports as back-up.
• Investigates accounts for possible fraud.
• Assists with verification of clerk’s cash drawer daily; assists with daily bank deposit and work reports.
• Cross-trains and performs the duties of other Customer Service Representatives and Payment Services Representatives as required.
• Monitors incoming phone calls, checking and returning all voice mails.
• Maintains on-call status during hurricanes, ice storms and other emergencies as required.
• Performs related tasks as required.

General knowledge of utility service connections and termination procedures, billing, collecting, and adjustments; general knowledge of City policies and procedures governing utility billing and collections activity; general knowledge of standard office procedures, practices and equipment; ability to understand and follow oral and written directions; ability to follow detailed work procedures; ability to perform mathematical computations with speed and accuracy; skill in the use of a variety of office and data entry equipment and computers including proficiency with word processing and/or spreadsheets; ability to establish and maintain effective working relationships with associates and customers.

Education and Experience
Any combination of education and experience equivalent to graduation from high school; major course work in business or related field at an accredited community college; Associates Degree preferred; some experience in customer service, billing data entry work and computers.

Special Requirements
Possession of an appropriate driver’s license valid in the State of North Carolina.

CRIMINAL BACKGROUND CHECKS ARE REQUIRED ON FINAL INTERNAL AND EXTERNAL CANDIDATE(S) APPLYING FOR THIS POSITION WITH THE CITY OF NEW BERN.

The City of New Bern is an Equal Opportunity Employer.