Customer Service Representative

GENERAL DEFINITION AND CONDITIONING OF WORK:
Performs administrative work in the utility customer service functions for the Town’s Finance and Public Utilities Departments.
An employee in this class is responsible for the activities of utility billing and collections and handling customer inquiries relating to utility billings.  

• Work includes setting up new customer accounts, closing out customer accounts, and trouble-shooting billing problems.  
• Work involves heavy public contact and coordination with other departments within the Town organizational structure. 
• Employee’s public contact tasks require considerable tact and courtesy. 
• Employee works with customers, other employees, and departments in troubleshooting problems, and generating computer records and reports.  
• Work is performed under the general supervision of the Finance Director, or as assigned, and is evaluated through conferences, by review of appropriate records, and the accuracy and thoroughness of assigned responsibilities.

ESSENTIAL FUNCTIONS/TYPICAL TASKS:
The employee may perform a combination of some or all of the following duties and other duties which may be assigned by the Town of Smithfield.

• Receives and processes utility payments.
• Answers questions and responds to complaints from citizens: researches responses to reply to questions or address problems; and provides information, answers and/or decisions to citizens.
• Refers precedent setting issues to the higher-level management for advice and consultation.
• Sets up new accounts with customers.
• Receives and processes deposits or letters of credit.
• Closes out customer accounts including arranging for final payments and/or refund of deposits.
• Sets up temporary water and electric services for construction projects.
• Markets load management, time of use, and other special utility services.
• Prepares work orders and makes field staff assignments. 
• Types, enters data, and files office correspondence.
• Answers telephone and responds to caller or routes to appropriate personnel.
• Researches and prepares special reports for the Senior Customer Service Representative, Billing Supervisor, or the Finance Director on the assigned area of work, as requested.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Considerable knowledge of local policy and state statutes regarding utility billing, collections, rules and regulations, and utility maintenance.
• Considerable knowledge of standard operating practices involved in modern office operation and public service.
• Considerable knowledge of computer hardware, software, and their various applications.
• Conflict management skills.
• 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, tax, and customer-oriented operation.
• Ability to follow instructions from Utility Billing Supervisor and higher management.
• Ability to operate calculator, computer terminal, typewriter, cash register, and related office equipment.
• Knowledge of Tyler software is a plus

EDUCATION AND EXPERIENCE:

• Two-year Associate’s degree in business administration, accounting, or related field and 2 years or less experience in utilities or computer service operation involving public contact; or
• Graduation from high school and 5 to 7 years of experience public utilities billing, utility collection, and accounting policies and procedures; or
• Equivalent combination of education and experience.
• Preference given to candidates that are bilingual (English/Spanish).
• Possession of a valid North Carolina Driver’s License.