Customer Service Rep I

Job Title

Compensation Range

$18.05 - $23.13

Please note: This job opening may close earlier than the stated date, due to high candidate volume. If interested, we encourage you to apply as soon as possible.

Who We Are

At the City of High Point, we celebrate the creator in everyone. Building on our rich cultural history steeped in industrialism and innovation, our employees seek not only to transform themselves, but the world around us. We are collaborators, we are makers, we are visionaries. We invite you to explore the many opportunities to serve our community, by sharing your talents, skills, and expertise. You'll join a diverse team of over 1300 individuals dedicated not just to making a career, but a difference; because what we create in High Point, changes the world!

Our Core Values

• Integrity: Saying what we mean and consistently doing what we say with no desire other than the good of the citizens we serve. It means standing up for beliefs.
• Responsibility: A continual process that emphasizes a high level of personal accountability by each member of the organization.
• Partnership: Adding competitive value and quality to the services provided to our residents, businesses, and visitors through responsible fiscal stewardship, increased innovation, greater use of technology, and expanded civic, neighborhood and regional partnerships.

What We Offer

The City of High Point offers a competitive salary commensurate with education and experience. We also offer generous benefit package for full-time employees which include but are not limited to:

• A guaranteed life-long monthly pension, once vested after 5 years of service
• 401K and 457B Retirement Plans
• PTO earned within first year
• 12 Paid Holidays per year
• Tuition Reimbursement Plan
• Competitive medical, dental, and vision plans effective day one

What You'll Do

Take on a vital role within the Customer Service Department, by delivering exceptional customer service within the phone center and walk-in areas. This role is responsible for performing essential clerical and routine technical functions related to utility billing, account inquiries, service requests, and payment processing. The Customer Service Representative ensures accurate and timely handling of customer interactions in a fast-paced environment while maintaining professionalism, empathy, and efficiency. Working under immediate supervision, this position plays a critical role in supporting daily operations and fostering positive customer experiences that reflect the City's commitment to service excellence.

Essential Tasks & Responsibilities

• Deliver exceptional customer service in both phone center and walk-in area environments.
• Assist customers in establishing new service accounts, closing or transferring existing accounts, and addressing utility billing inquiries.
• Analyze customer payment histories, balances, and potential for future payments to create appropriate payment arrangements.
• Issue work orders to various City departments in response to customer requests or issues.
• Process payments for utility accounts and miscellaneous transactions.
• Operate computers, phones, and internal PC applications to efficiently document interactions and complete tasks.
• Manage a high volume of phone calls, answering between 100-120 calls per day, while maintaining quality metrics and telephone statistics.
• Resolve customer issues professionally and de-escalate matters in a calm manner.
• Operate calculators and standard office equipment to maintain records.
• Ensure all work is performed in compliance with OSHA and City Safety Standards and Policies.
• Participates in special projects and other duties as assigned.

Qualifications

Required Qualifications:

• High School Diploma or GED.
• Minimum of 1 year of experience working in a call center or customer service role, excluding food service and retail.
• Valid driver's license
• Proficiency with Microsoft Office, including Word, Excel, and Outlook
• Willingness to work during inclement weather or City emergencies, including nights and weekends (e.g., power outages, disaster response)

The work location of this job will be 211 S Hamilton St High Point, North Carolina.