Customer Service Representative

Salary: See Position Description
Location : 111 East Second St, Clayton, NC
Job Type: Full-time
Job Number: 26-00930
Department: Finance
Division: Billing & Collections
Opening Date: 05/12/2026
Closing Date: 5/26/2026 11:59 PM Eastern


Description
* Salary Grade SG 105* * Recruitment Salary Range: $41,935.00 - $52,370.00*
** Salary offered will be determined based on directly related experience **
* Work Location is Town Hall Clayton, NC (Johnston County) *

The Town of Clayton is seeking applicants for a Customer Service Representative for the Utility & Billing Division, Finance Department . The Town of Clayton employs more than 340 full-time staff in areas including police, fire, and electric utilities. The Town of Clayton also offers a range of PT positions including positions in Parks & Rec, Library, and Cultural Arts.

The Town of Clayton is the fastest growing town in Johnston County, which is the fastest growing county in the State of North Carolina. The vision for the Town of Clayton includes a thriving town where growth contributes to the quality of life enjoyed by long-time residents and newcomers alike; easy access but with an atmosphere that feels smaller than it is; a system of parks and greenways that connect people and places; neighborhoods with a variety of quality living options; a town that offers opportunities for people to live, create, shop and eat; a bustling and historic downtown, and businesses that are successful, growing, and investing in the community.

Duties & Responsibilities
An employee in this class is responsible for providing reception, customer service, administrative support and account receivable work. Work involves heavy public contact, via phone, in person and email, and heavy contact with staff and other departments within the Town's organizational structure. Considerable tact, courtesy, firmness and conflict resolution skills are required in these public contact functions. Work requires detailed knowledge of the customer service policies and procedures of the department. 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.

• Establishes new customers accounts; takes applications and deposits or letter of credit; ensures applications are completed thoroughly; explains payment options to new customers including bank draft, drop box, online, etc.; explains garbage and recycling schedule; prepares work orders for meter technician to connect services; enters new customer accounts into the data base.
• Closes out customer accounts; prepares work orders for meter technician to obtain final meters readings and turn off meters.
• Sends out welcome emails to all new customers.
• Answers complaints from citizens, researches problems and renders decisions or answers to their questions using a variety of sources including AMI software for hourly meter readings; prepares work orders to check services for low water pressure complaints; refers difficult issues to higher level management for advice and consultation.
• Provides reception for visitors, telephone caller and emails; provides information on Town services, procedures, policies, fees and other information; takes messages and relays to staff.
• Markets load management program to new customers.
• Markets energy loan program to all customers.
• Makes courtesy calls on delinquent accounts; reviews emails payment extension requests; works with customers on payment extension within policy.
• May collect incoming revenue from utility customers in the form of cash, check, credit card or money order; may process payments from other departments

Special Requirements, Education & Experience

• Knowledge of local policy and state statutes regarding area of service.
• Knowledge of standard operating practices involved in modern office operation and servicing the public
• Knowledge of office technology and financial spreadsheets
• Ability to deal effectively with the public in a tactful and effective manner
• Ability to create and maintain accurate records, reports, and files in support of a customer-oriented operation
• Ability to operate a calculator, computer terminal and related office equipment
• Ability to prioritize work and meet deadlines.
• Ability to multi-task and work with high volume of activities
• Ability to communicate effectively in oral and written form
• Ability to establish and maintain effective work relationships with coworkers, supervisors and the general public

Education and Experience

• Graduation from high school, supplemented by courses in business or accounting, and considerable experience in a customer services, collections or billing operation involving heavy public contact.

OR
Depending on the position, the Town may consider an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.

* SUBMIT OFFICIAL APPLICATION USING THE TOWN'S CAREER WEBSITE *
If you have technical issues submitting your application, please call the NEOGOV () Help Line at View phone number on click.appcast.io. If there are any questions about this posting, other than your application status, please contact the Human Resources Office. If multiple applications are submitted to an individual posting, only the most recent application received prior to the closing date will be accepted. To check the status of your application, please log on to your NEOGOV account and click "Application Status". It is not necessary to contact the Human Resources Office to check the status of an application. Normal processing time for applications is 30-45 days from the closing date of the posting.

To obtain veterans preference, you must scan and upload a copy of your DD-214 or discharge orders. Degrees must be accredited by the U.S. Department of Education. Transcripts and degree evaluations may be uploaded with your application. To receive credit for your work history and credentials, you must list the information on the online application form. Any information omitted from the application cannot be considered for qualifying credit. Attached or incorporated resumes (including Text Resume's on the on-line application) WILL NOT be used for screening for qualifying credit. "See Resume" or "See Attachment" WILL NOT be accepted in lieu of completing an on-line application form. Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Applicants may be subject to a criminal background check. Effective October 1, 2025, in accordance with North Carolina state law, all applicants for positions that involve working with children in any capacity are required to undergo criminal history record checks conducted by the North Carolina State Bureau of Investigation (SBI). Credit and motor checks are required for some administrative, finance and operational positions. Applicants will be required to take and pass a Pre-Employment Drug and Alcohol screen once they are verbally given a conditional offer of employment. Depending on the position, employees may be subject to random drug and alcohol screens throughout their employment. Applicants have rights under Federal Employment Laws: Family and Medical Leave Act (FMLA), Equal Employment Opportunity (EEO), and Employee Polygraph Protection Act (EPPA).


Town of Clayton employees enjoy many benefits including a retirement pension plan, 401K membership, Paid Vacation, Sick and Holiday Leave, State Health Plan, and various other benefits. Benefits information can be found by going directly to the Town of Clayton website at:


When a salary range is posted, the actual salary will be based on relevant competencies, knowledge, skills & abilities, internal equity and budgetary considerations pertinent to the advertised position. The Town of Clayton is an Equal Opportunity Employer. Hiring salary will not exceed hiring pay range unless approved by the Town Manager.

Applications may be reviewed to determine if applicants education and experience is more applicable to other vacant positions within the Town.
01


Provide the number of years of experience you have with Utility.
02


Provide the number of years working in customer service?
03


Under your work experience what is the volume of phone calls you have handled per day?
04


Are you willing to accept the position if offered at the Recruitment Salary Range: $41,935.00 - $52,370.00?

• Yes
• No

Required Question