Customer Service Representative
7 days ago
Cornelius
Job Description Hiring Range: $46,476 - $58,095; dependent upon qualifications Town of Cornelius offers an impressive benefits package including: • Employer paid health, dental, & vision with discounts for dependents, • Impressive residency incentive for Cornelius citizens who work for the town, • Enrollment in the NC Local Government Retirement System, • 5% contribution to 401K, • 5% salary increase after 1st year This position is responsible for performing administrative and clerical work in support of the utility billing, collections, and customer service functions. Essential Duties (Any one position may not include all of the tasks listed, nor do the examples necessarily include all of the tasks performed.) • Serves as first point of contact in Utility Billing for the Finance Department, • Provides professional customer support in-person, by phone, through email, chat, and or online portals, • Performs administrative duties by copying, filing, typing, entering data, sorting and distributing mail, and handles sensitive information per Town guidelines, • Process service requests such as start/stop/transfer service; special meter readings for high bills; creates work orders for other Town services, • Explains utility programs, policies, and service options in a clear, customer-friendly manner, • Collects and processes customer payments; enters fees and payments into computer and cash drawer; prepares balance sheets and balances cash drawer, • Handles sensitive situations (late payments, disconnections, service interruptions) with empathy and professionalism, • Assists customers with billing inquiries, payment arrangements, and account explanations, • Updates records for final billing and deposits, • Resolves common issues on first contact and escalates complex matters to the department lead/supervisor, • Completes periodic review of past due balances on closed accounts and makes collection attempts, • Customer service principles and practices, • General knowledge of utility service connection and termination procedures, billing, collecting, and adjustments, • Perform mathematical computations with speed and accuracy, • Operating modern office equipment including a computer and related software applications, • Ability to multi-task, use tactical judgment, prioritize, and take initiative, • Working knowledge of Microsoft Word, Excel, Outlook High School Diploma or GED, with at least one (1) year of relevant experience; or the Town may consider an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job. Equipment Operated Calculator, computer, copier, fax, printer, telephone and other equipment as required. Special Requirements None Preference will be given to bilingual candidates. Working Conditions and Physical Demands This position involves sedentary work requiring the exertion of 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Sedentary work involving sitting most of the time. Vocal communication is required to express thoughts and exchange information; hearing is required to respond to spoken words, to receive and understand information, and/or to make fine distinctions in sound; visual acuity is required for preparing and analyzing written or computer data, operation of equipment, determining the accuracy and thoroughness of work, and observing general surrounding activities. Special Note The duties listed above are intended only as illustrations of the various types of work performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and requirements of the job change.