Customer Service Advocate

Salary : $37,605.00 - $51,362.00 Annually
Location : 235 Government Center Drive, NC
Job Type: Full-Time
Job Number: 00114
Department: CUSTOMER SERVICE
Division: CS - Customer Service
Opening Date: 12/13/2023
Closing Date: 12/14/2023 11:59 PM Eastern
FLSA: Non-Exempt
Job Summary
Incumbents in this position are responsible for providing Customer Service support for CFPUA's billing and collections operations.
Essential Job Functions

• Answers telephone and greets visitors; provides information and assistance in a Call Center Environment or Face-to-Face Environment.
• Schedules work orders, including tenant changes orders, rereads, and site visits.
• Processes applications for new services and closes customer accounts as necessary.
• Processes returned mail.
• Copies, files, and faxes various documents.
• Processes credit adjustments.
• Processes bill corrections.
• Prepares and updates reports.
• Guide customers with payments via IVR.
• Accepts, receives, an/or collects payments directly from customers in a Face-to-Face Environment.
• Resolves difficult or sensitive Customer Service inquiries or problems; advises public on complex rules, policies, and procedures.
• Receives 100+ customer requests through multiple intake channels including phone, fax, email, and mail on a weekly basis while taking calls.
• Advises citizens of anticipated service and completion dates of their requests.
• Conveys a positive image and handles a large volume of customer calls in a friendly, effective, efficient, and professional manner.
• Determines if and when to grant bill extensions. Listens to circumstances and determines if customer needs to be escalated to collections department.
• Submits request for information to Engineering. Communicates with the customer and Engineering for results.
• Meets service level for calls and the completion of customer requests with 99% accuracy level.
• Performs other related job duties as assigned.

In the event of an emergency, all employees are considered essential personnel and may be required to perform alternate duties.
Education, Experience, and Other Requirements
High school diploma or GED.
One (1) year of work experience in a role such as Customer Service representative, call center representative or any related work field.
One (1) year of cash handling experience in addition to the one (1) year call center work experience.
Basic computer skills required.
Must be bondable.
Possession of or ability to readily obtain a valid State of North Carolina driver's license.
Pay Grade: G13
Cape Fear Public Utility Authority is an Equal Opportunity Employer. It is our policy to foster, maintain, and promote equal employment on the basis of qualifications and without regard to age, sex (including sexual orientation and gender identity), race, color, creed, religion, national origin, disability, or genetic disorder.
Federal law requires all employers to verify the identity and employment status of all person hired to work in the United States. Cape Fear Public Utility Authority participates in E-Verify.
We offer a complete benefits package to full-time employees including health care, dental, vision, retirement, deferred compensation plans, flexible spending accounts, life insurance, long-term disability, holidays, vacation, and sick leave. Part-time employees who work an average of __ hours per week over the course of a year, receive benefits on a pro-rated basis. To learn more details, visit our benefits page.
01
How much experience do you have working in a fast paced high volume, 50+ calls per day, contact/call center environment?

• No related experience
• Less than 1 year of related experience
• 1 year but less than 3 years related experience
• 3 years but less than 5 years related experience
• 5 or more years related experience

02
How much experience do you have with ERP Systems?

• No Experience
• Beginner Level
• Intermediate Level
• Advance Level
• Expert Level

03
Rate your experience using computerized systems.

• Beginner Level
• Intermediate Level
• Expert Level

04
How many years of Customer Service Experience do you have?
Required Question