Customer Service Representative

Essential Functions

• Collections and posts a variety of revenues at the counter.
• Aids customers with making payments and addressing other issues; assists with logging into pre-pay accounts and resetting passwords.
• Takes payments for Raleigh development fees and processes work orders.
• Audits electric accounts.
• Posts U.S. mail and payment drop boxes.
• Balances two cash drawers without error.
• Collaborates with customer service staff for cutting on and off electric services to customers.

Answers Customer Concerns

• Responds to customer inquiries in person, on the phone, via email, and/or US email.
• Enrolls customers in town programs such as equal payment plan, bank draft, load management, etc.
• Refers non-routine or escalated issues to supervisor for advice and/or consultation.

Closes Out Customer Accounts

• Applies deposits to electric bills and processes additional billing or refunds.

Other Related Duties

• Fills in for the receptionist as needed.
• Participates and assists in the debt set-off program.
• Handles special projects as assigned.
• Handles extension cut-offs.
• Handles returned checks; sends letters, notes accounts, and makes adjustments.
• Prepares special documents for customers as requested.
• Researches and prepares special reports for management as requested.

Knowledge, Skills and Abilities

• Working knowledge of local policy and state statutes regarding utility billing and utility customer services.
• Working knowledge of standard operating practices involved in modern office operation and serving the public.
• Working knowledge of computer operations.
• Ability to deal effectively with the public in a tactful and effective manner.
• Ability to create and maintain accurate records, reports, and files in support of a cash receipt and customer-oriented operation.
• Ability to operate calculator, computer terminal, typewriter, cash register, and related office equipment.
• Ability to communicate effectively in oral and written forms.

Minimum Qualifications

• Knowledge, skills, and abilities equivalent to graduation from high school, supplemented by courses in business or accounting, and some experience in a billing operation involving heavy public contact; or an equivalent combination of education and experience.

Physical Requirements

• Must be able to physically perform the basic life operational functions of fingering, talking, hearing, standing, walking, and repetitive motions.
• Must be able to perform sedentary work exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Must possess the visual acuity to prepare and use figures and statistics, operate a computer terminal, and read maps and written material extensively.