Utility Customer Service Specialist

TOWN OF APEX

invites applications for the position of:

Utility Customer Service Specialist

ABOUT THIS POSITION:

EXPECTED HIRING RANGE: $44,429.00 - 54,425.00

WORK LOCATION: 73 Hunter Street, Apex, NC 27502

SCHEDULE: Monday - Friday, 8am-5pm, In the office

POSTING CLOSING DATE: Open until filled

WHAT YOU WILL BE DOING:

Performs public contact, recordkeeping and specialized accounting-clerical work in support of the utility collection and billing services within the Finance Department.
Employees in this class are responsible for the activities which involve working with customers on utility payments and revenue collections, and on various account issues. Work involves tasks such as setting up and closing out of utility accounts; collecting and documenting utility payments and other revenues, including Wake County taxes; handling customer inquiries and complaints relating to utility bills and Town services and attempting to resolve problems; working with customers on account issues; processing connection and disconnection requests; balancing cash drawers; establishing bank drafts; and a variety of related issues. Employees generally cover the front desk or answer the phone and may have specific areas of assignment but rotate frequently among tasks to assure back-up capability; however public contact functions carry the highest priority. With training, they may be assigned senior level assignments periodically. Work involves accuracy and heavy public contact functions, including with angry customers, and coordination with other departments within the Town's organizational structure, especially the water, sewer, and electric utilities. Considerable tact and courtesy are required in these public contact functions, especially in dealing with irate customers. Work is performed under regular supervision and is evaluated through conferences, by review of appropriate records and reports, and the accuracy and thoroughness of assigned responsibilities.

A SAMPLE OF THE ESSENTIALS:

• Works with a high volume of customers by phone and in person; collects a variety of payments including utility payments, Town fees and revenues at customer counter or through the mail, including drop box payments; posts payments; researches inconsistent information.

• Runs credit checks; checks for unpaid bills; contacts customers for needed deposit, processes deposit payments.

• Verifies, balances and combines work of other employees into daily deposit, including payments in cash, checks, credit cards, lock box, wire transfers and online payments; researches inconsistencies to balance batches at day end.

• Answers questions concerning requirements for utility and accounts with the Town.

• Collects Wake County tax payments; retrieves account information from County website; balances tax drawer.

• Assists customers with concerns over garbage and recycling issues; garbage and recycling missed pick-ups and ordering of new garbage and recycling cans.

• Works with customers in person and by phone; answers questions and looks up amount owed; determine if outstanding payments are owed; hears complaints from citizens, researches problems and provides information, including extensions and disconnection information; calculates leak adjustments.

• Updates mailing address changes bi-monthly in New World System or edits other account information as advised by the customer, as well as alerting customer to USPS change.

• Advises customers on financial aid programs to help support in the assistance of paying of electric, water, and sewer and gas bills, along with rental assistance programs.

• When needed, assists customers with addition or disconnection of services or account changes.

• Copies documents using LaserFiche; uses New World and City Works programs.

• Processes return checks and follows-up to assure payment; researches bad check issues.

• Processes cutoff for accounts due to no payment; verifies information prior to creating work orders; adds fees for cutoff.

• Answers customer questions most frequently over the phone advising of possible leak or account issues, but also when working at the Customer Service desk.

• Performs related duties as required.

WHAT YOU'LL NEED:

Graduation from high school, supplemented by courses in business or accounting, and some experience in a Customer Service operation involving heavy public contact; or an equivalent combination of education and experience.

WITH...

• Working knowledge of local policy and state statutes regarding utility services, revenue collections and Customer Services.

• Working knowledge of the utility software application and ability to operate hardware to maintain accurate account records and produce statements and reports.

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

• Working knowledge of computer operations and ability to create and maintain accurate records, reports, and files in support of accurate and changing billing and collections processes.

• Working knowledge of Microsoft programs, including Excel, Word, Outlook and Teams.

• Accuracy in processing transactions.

• Ability to multitask and work with high volume of activities.

• Ability to deal effectively with the public in a tactful and effective manner in routine and stressful situations, and to establish and maintain effective working relationships with coworkers.

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

• Ability to communicate effectively in oral and written forms.

WHO WE ARE:

Known as "The Peak of Good Living", the Town of Apex is a rapidly growing Wake County municipality with a current population of more than 75,000 and was ranked in 2015 as Money Magazine's Best Place to Live in America. Our current workforce is comprised of over 540 full-time employees and over 125 part-time/seasonal staff. Our Human Resources Department - with the support and confidence of Town leadership - is committed to providing best-in-class HR programs for our employees, with a mission to create a culture of empowerment and accountability that maximizes individual and organizational potential. We offer a generous benefits package, and have a highly competitive compensation program. More than that, the Town is an awesome place to work, as evidenced by the 96% job satisfaction rating received in the last employee opinion survey conducted with our employees.

WHAT WE OFFER:

Not only is the Town "The Peak of Good Living", but it's also a great place to work! We strive to "reach the peak" of being an employer of choice by providing competitive salaries and excellent benefits, including:

• Paid medical, dental, vision, and life insurance for employees

• 5% contributions to the NC401(k) retirement plans (no matching required)

• Participation in the Local Government Employees' Retirement System (LGERS), 6% contribution by employee

• Traditional sick and vacation leave

• 80 hours Peak Paid Time Off per year (after completion of probation)

• $1,200 Peak Lifestyle Benefit to pay for health and wellness activities (after completion of probation)

• Paid parental, caregiver, and bereavement leave

• 13 paid holidays

• Longevity pay

• Tuition assistance

• Expansive wellness program, and more!

KEEP IN MIND:

Providing a safe work environment for our employees is a top priority, therefore all new hires must successfully complete a pre-employment drug test, post-offer functional testing (if required by position), background verifications including references, criminal record and driver's license checks prior to employment.
The Town of Apex provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to age, sex, race, color, religion, national origin, disability, political affiliation or marital status, veteran status, or genetic information.