Customer Service Representative

Customer Service Representative

Performs a variety of customer service functions to the customers of the Town's electric system. This position assists customers in making payments, maintaining utility accounts, process utility related documentation, and performs special projects as assigned. Work is performed under the limited supervision of the Lead Customer Service Representative. Anticipated first review of applications will be on October 23, 2026.

Essential Duties of the Position

The following duties are those considered most essential to the position. This does not preclude the delegation of other duties considered as necessary by management to successfully complete an assignment or project.

• Provides excellent customer service to electric customers in accordance with Town policies and procedures.
• Handles all customer service requests including inquiries and concerns and resolves them in accordance with established policies and procedures or refers to others for resolution.
• Reviews and recommends revisions, additions and deletions to the Customer Service Policies and Procedures.
• Issues, maintains, and updates service work orders and tracking completeness.
• Processes cash collections; prepares daily deposit log reports daily and other reports as necessary.
• Performs other related duties as assigned by the Customer Service/Billing Manager or Lead Customer Service Representative, in accordance with the goals and objectives of the Town.

Minimum Required Education and Experience

Knowledge of the Town's utility customer service policies, procedures, and processes in handling customer service issues and concerns; ability to operate assigned office machines and equipment as well as demonstrate proficiency in Microsoft Office products including but not limited to Word, Excel, Power Point and Outlook; ability to adapt to software programs for billing, CIS functions, etc.; ability in effective listening and communication skills and the ability to interact with external and/or internal customers in a professional, courteous and empathetic manner; skill in collaborative conflict resolution and customer contact; ability to explain rules and regulations concerning applications and charges for electric services; ability to process and complete necessary records, reports, and other paperwork to provide quick and efficient customer service; ability to deal with customers with tact and courtesy and maintain control in sensitive and difficult situations. High school diploma or GED, two years of experience in functions of municipal electric systems, and three years of experience in accounting, customer service, customer billing systems and working in a fast-paced environment. Or a combination of training and experience that provides the required knowledge, abilities, and skills to complete the essential functions and job responsibilities of this position. Possession of an appropriate driver's license valid in the State of North Carolina. Employment is contingent upon the successful completion of a background screening, which will include a pre-employment credit history check for positions with fiduciary or financial transaction responsibilities. Any credit evaluation will be job-related and conducted in compliance with the Fair Credit Reporting Act (FCRA) and applicable North Carolina laws. Prefer ability to read, write and speak Spanish.

Supplemental Information

This position's physical requirements involve sedentary work exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Additionally, the following physical abilities may be required: fingering, hearing, lifting, mental acuity, repetitive motion, speaking, talking, and/or visual acuity. Work has no exposure to environmental conditions. Work is generally in a moderately noisy location (e.g. business office with computer printers, light traffic). The Town of Huntersville is committed to providing equal opportunities to applicants and employees without regard to race, color, age, sex (including pregnancy, gender identity and sexual orientation), gender, national origin, religion, disability, military service or veteran status, genetic information or any other classification protected by applicable Federal, State, and local laws and ordinances. In compliance with the Americans with Disabilities Act, the Town of Huntersville will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with Human Resources staff.