Customer Service Specialist

Salary : $45,601.92 - $68,402.88 Annually
Location : Monroe, NC
Job Type: Full-Time Regular
Job Number: 711036
Department: UC Water - Utility Business Services
Opening Date: 07/08/2026
Closing Date: 7/14/2026 11:00 PM Eastern


General Statement
The Customer Service Specialist performs routine duties which include clerical work, assisting customers' in-person, on the phone, or via email, maintaining customer accounts, data entry, performing clerical work, and processing bills. Employees must exercise good judgment, independent thinking, and personal initiative.

Essential Functions
Assists customers and the general public providing information on services, and other information.
Assists customers with general questions, in person, over the phone and/or by email.
Provides educational information and referrals to customer as necessary.
Prepares and/or reviews a variety of memorandums, correspondence, reports, public notices, permits and documents as assigned; completes various forms; prepares and distributes reports for review and use; prepares and maintains a variety of forms used by an assigned department or division.
Performs other related duties as assigned.
POSITION-SPECIFIC FUNCTIONS:
Union County Water - Customer Service

Exhibits thorough knowledge of principles and processes for providing customer service including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Promptly responds to customer inquiries, and provides information to customers and the general public in a professional manner through various channels of communication.
Effectively and efficiently communicates orally and in writing, always maintaining a positive, empathetic approach.
Actively listens and acknowledges each customers concerns, maintains an open mind avoiding assumptions or judgements; asks appropriate questions to thoroughly understand the details and unique circumstances of each situation; evaluates alternatives and offers multiple solutions when possible to resolve issues; and de-escalate emotional contact between the department and its customers to provide a positive customer experience.
Establishes and maintains utility accounts and accurately updates all account information, remarks, notes and comments.
Assists customers with understanding billed water and/or sewer charges and credits, and educates customers in the use of all payment options.
Collects payments of miscellaneous fees and applies to appropriate accounts in compliance with cash handling procedures.
Requests refunds and/or credits for processing.
Prepares, distributes, and completes work orders, including meter installations, new services, start/stop services, disconnection and reconnection of services, and investigations.
Recommends changes/improvements in processes and procedures based upon customer feedback and/or knowledge/understanding of the organization's vision and mission, management's expectations, and day-to-day operations.
Interprets and applies all applicable statutes, ordinances, policies, and procedures.

Qualifications
MINIMUM QUALIFICATIONS

Education and Experience:

High School Diploma or an acceptable equivalency diploma (GED), and one (1) year of customer service experience involving direct customer contact, high-volume telephone and email traffic, and/or dispute resolution in a service industry or call center environment; or equivalent combination of education and experience.
Special Requirements:

Basic computer skills and familiarity with common software including Microsoft Office products. (MS Outlook, Word, Excel, etc.)
PREFERRED QUALIFICATIONS
Education and Experience:

Associate's degree and three (3) years of customer service experience involving direct customer contact, high-volume telephone and email traffic, and dispute resolution in the service industry or call center environment.
Special Requirements:

Intermediate-level skills with Microsoft Office products (MS Outlook, Word, Excel, etc.).
Supplemental Information
PHYSICAL DEMANDS

Must be physically able to operate a variety of machinery and equipment including computers, printers, copiers, facsimile machines, calculators, etc. Must be able to exert up to 30 pounds of force occasionally, and/or a negligible amount of force constantly to move objects. Physical demand requirements are in excess of those for Sedentary Work. Light Work usually requires walking or standing to a significant degree. However, if the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work.
WORK ENVIRONMENT

Work is performed in a dynamic environment that requires the need to be sensitive to change and responsive to changing goals, priorities, and needs.
INSURANCE PROGRAMS

HEALTH INSURANCE

All full-time employees and their eligible dependents can participate on the first day of the first full month of employment. You must sign up for coverage within your first 30 days of employment or wait until the annual enrollment period. Preventative Care Coverage Prescription Coverage


Health & Wellness Center available exclusively to Union County employees, spouses and dependents covered under the health plan.


DENTAL INSURANCE

All full-time employees and their eligible dependents can participate on the first day of the first full month of employment. You must sign up for coverage within your first 30 days of employment or wait until the annual enrollment period.

LIFE INSURANCE

Basic Term life Insurance in the amount of one times the annual salary is provided for all full-time and benefitted part-time employees. Additional coverage for Life Insurance (Accident, Cancer, Long Term and Short Term) is available for purchase through payroll deduction for the employee and eligible dependents.

FINANCIAL PROGRAMS

RETIREMENT

Membership in the North Carolina Local Government Employees Retirement System is a requirement for all full-time and benefitted part-time employees. Employees contribute six percent (6%) of their annual compensation before it is taxed. If you leave County service before retirement, you may withdraw your retirement contributions or elect to freeze your contributions in anticipation of future local government employment. If you have five (5) years of service, you are 100% vested in the NCLGERS.


NC401(k)

The NC401(k) supplemental retirement program is available to full-time and benefitted part-time employees. The County establishes this 401(k) account for each eligible employee and makes a five percent (5%) contribution based on biweekly earnings. Employees may elect to make voluntary contributions through payroll deduction.

457 DEFERRED COMPENSATION

The 457 Deferred Compensation program is available to all employees through payroll deduction. Deferred compensation is a voluntary investment plan to supplement retirement income and to defer taxable income.


FLEXIBLE SPENDING ACCOUNTS

Options are available to regular full-time and benefitted part-time employees who wish to use pre-tax dollars for eligible medical, pharmacy, dental, vision, and daycare expenses. The Flex Debit Card program gives you instant access to your account funds.

Health Care Spending Account -- Section 125 of the IRS Code allows yearly voluntary enrollment to set aside pre-tax dollars for eligible health care expenses.

Dependent Care Spending Account -- Section 125 of the IRS Code allows yearly voluntary enrollment to set aside pre-tax dollars for eligible dependent care expenses.

DIRECT DEPOSIT

Deposit of your paycheck will be made to checking or savings accounts in a bank of your choice.

TRUIST
No Overdraft Fees
$100 Negative Balance Buffer
Online and Mobile Banking with Bill Pay

LEAVE PROGRAMS

VACATION LEAVE

Vacation leave is accrued based on creditable years of service in the Local Government Employees Retirement System.

SICK LEAVE

For full-time County employees, sick leave accrues at eight (8.0) hours per month. Benefitted part-time employees accrue prorated sick leave based on a percentage of the full-time rate. Your unused sick leave balance can be applied as creditable service toward a service retirement under the guidelines of the NCLGERS.

SICK LEAVE TRANSFER FROM OTHER AGENCIES

Unused sick leave earned from another North Carolina Governmental Agency and/or entity, will be accepted and transferred to the County as follows: twelve (12) sick leave days will be transferred and added to the employees active sick leave balance after completion of six (6) months of employment. The remaining balance of sick leave documented for transfer at the time of employment will be recorded in the employees permanent personnel file. On the fifth anniversary of employment with the County, the remaining balance of transferred sick leave will be added to the employees active sick leave balance.

HOLIDAYS

There are 13 County recognized holidays (includes 3 days for Christmas) per year with 1 floating holiday available.


MILITARY LEAVE

Annual Training - 10 paid workdays granted.

Active Duty - 20 paid workdays granted.

CIVIL LEAVE

Paid leave is provided to full-time or regular part-time County employees called for jury duty or as a witness of the court for the federal or state government, or a subdivision thereof.

FAMILY & MEDICAL LEAVE ACT

Federal law provides job protection and continuation of existing paid health insurance during 12 weeks of leave, paid or unpaid, to an eligible employee for qualifying events. These events can include birth or adoption, and serious illness of an immediate family member, or of the employee.

PAID PARENTAL LEAVE

Parental Leave provides the employee paid leave for the first eight weeks of approved FML for the birth of a son or daughter, or placement with the employee of a son or daughter for adoption or foster care.

ADMINISTRATIVE LEAVE

Educational Leave is available to regular full-time and benefitted part-time employees when participating in a job-related, short course, such as an update, not to exceed ten (10) consecutive working days.


VOLUNTEER TIME OFF

Volunteer Time Off will provide employees with 16 hours of paid time per calendar year to volunteer at approved Union County community partner agencies.
OTHER PROGRAMS

EMPLOYEE ASSISTANCE PROGRAM

The Employee Assistance Program is open to all employees and their dependents. It is a confidential service provided at no cost to the employees of the County. EAP provides certified counselors who administer assessment and brief therapy to employees who want help with a variety of personal and work-related issues such as stress, parenting concerns, grief, alcohol/drug use, family problems, financial concerns, and work-related problems.

AQUATIC AND FITNESS CENTER

We believe that staying healthy is more than just exercising regularly and eating well. Individual and family discount membership and monthly dues are available to full-time and benefitted part-time employees through payroll deduction.

NATIONAL COLLEGE SAVINGS PROGRAM

The National College Savings Program is open to all employees. The Program is designed to provide certain tax advantages, encourage and facilitate saving to pay the costs of attending eligible institutions.
01


Do you have a High School diploma or GED?

• yes
• no

02


Please indicate your level of proficiency with Microsoft Word:

• Beginner
• Intermediate
• Advanced

03


Please indicate your level of proficiency with Microsoft Excel:

• Beginner
• Intermediate
• Advanced

04


How many years of customer service experience do you have?

• None
• 1 to 2 years
• 3 to 4 years
• 5 years or more

05


Describe what customer service means to you.
06


Do you have at least one (1) year of customer service experience involving direct customer contact, high-volume telephone and email traffic, and/or dispute resolution in a service industry or call center environment?

• Yes
• No

Required Question