Customer Service Representative

Customer Service Representative

Department: Customer Service Pay Grade: 10

Reports to: Customer Service Manager F SLA Status: Non-exempt

Distinguishing Features of the Position

This position is the first person most customers communicated with when they have a problem.
An employee in this position is responsible for collecting and processing revenue from utility
customers and other City revenue sources on a daily basis; works with customers in person, by
phone or email; takes and enters payments made in person, by mail and drop box; Reconciles
daily cash receipts with daily collections reports by revenue account; prepares various reports as
needed; handles returned checks notifying customers and applying fee to account; takes pledges
from human service organizations to apply to accounts. Answers inquiries and questions in
person and by phone or email about services, due dates, accounts, bills, payments, credit,
extensions, and other areas for customers. Additional duties include providing reception,
administrative support.
Duties and Responsibilities
Essential Duties and Tasks

• Collects and processes revenue from utility customers and other City revenue sources on a daily

basis; works with customers in person, by phone and takes and enters payments by mail and
drop box.

• Reconciles daily cash receipts with data entry by revenue account; prepares various reports as

needed; handles returned checks notifying customers and applying fee to account; processes
pledges from human service organizations to apply to accounts.

• Handle customer concerns and complaints, provide appropriate solutions for customers, and

follow up to resolve any issues the customers experience while following established
procedures and policies for handling and resolving.

• Communicate with customers through various channels to answer inquiries and questions about

services, due dates, accounts, bills, payments, credit, extensions, and other areas for customers.

• Processes work orders, researches problems with accounts, and relays results and status to

customers in a timely manner.

• Operates a variety of office software programs and equipment.

• Keep records of customer interactions, transactions, comments and complaints.

Additional Job Duties

• Cross trains with and backs up other department staff.

• Performs related duties as required.
  

Recruitment and Selection Guidelines
Knowledges, Skills, and Abilities

• Considerable knowledge of the City’s utility Customer Service policies, procedures, and

processes of the City in handling Customer Services issues and concerns.

• Knowledge of the City services available and the deposits, fees, rates and processes required.

• Working knowledge of standard operating practices involved in office operation and serving the

public.

• Working knowledge of the application of information technology to the work and application to

billing, collections and account maintenance.

• Working knowledge and understanding of the various utility and water rates and schedules.

• Skill in collaborative conflict resolution and customer contact.

• Ability to deal with customers with tact and courtesy and maintain control in sensitive and difficult

situations.

• Ability to develop and maintain effective working relationships with customers, coworkers,

supervisors, and the general public.

• Ability to operate a calculator, computer and related office equipment.

• Ability to communicate effectively in oral and written forms.

• Ability to perform data entry with required speed and accuracy.

• Ability to establish and maintain effective working relationships with customers, coworkers and

supervisors.

• Ability to manage a high volume of phone calls and customers and balance competing priorities

while maintaining tact and courtesy.

Physical Requirements

• Must be able to physically perform the basic life operational functions of stooping, reaching,

standing, lifting, walking, grasping, talking, hearing and repetitive motions.

• Must be able to perform sedentary work, exerting up to 10 pounds of force occasionally and/or

negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move
objects.

• Must possess the visual acuity to prepare data and statistics, work with accounting processes,

operate computer software/programs.

Desirable Education and Experience
Graduation from high school and some experience in Customer Services work and work using
a computer, preferably in a public utility or collections; or an equivalent combination of education and
experience.
Special Requirement
May require ability to be bonded.
Excellent benefits. Please send application to the Human Resources Department, City of
Henderson, P.O. Box 1434, 134 Rose Avenue, Henderson, NC 27536