Customer Service Representative

Customer Service Representative

The Town of Wake Forest is seeking a Customer Service Representative. Join us as the newest member of our Customer Service Team! The Customer Service Representative is responsible for direct contact with customers for the purpose of taking utility and other payments, setting up and discontinuing accounts, answering questions regarding town services, accounting for payments taken, and enrolling customers in various town programs. Employee Values: Employees of the Town of Wake Forest are expected to uphold and exhibit the Town's shared employee values of caring, commitment, character, and collaboration.

Essential Functions

Essential Duties and Tasks

• Collects and posts a variety of revenues at the counter.
• Assists customers with making payments and with other issues; assists customers logging into their pre-pay accounts and resets passwords.
• Takes payments for the city of Raleigh development fees and processes to work orders.
• Audits electric accounts.
• Posts the U.S. mail and the payment drop boxes.
• Balances two cash drawers without error.
• Coordinates with customer service staff with cutting on and cutting off of electric services to customers.
• Answers customer concerns/inquiries in person, on the phone, via e-mail and/or U.S. email.
• Enrolls customers in town programs such as equal payment plan, bank draft, load management, etc.
• Refers non-routine or escalated issues to supervisor for advice and/or consultation.
• Closes out customer accounts by applying deposit to electric and processing additional billing or refund.
• Fills in for the receptionist as needed.
• Participates and assists in the debt set-off program.
• Handles special projects as assigned.
• Handles extension cut-offs.
• Handles returned checks; sends letters, notes accounts and makes adjustments
• Prepares special documents for customers as requested.
• Researches and prepares special reports for management as requested.
• Performs other related duties as required.

Knowledge, Skills and Abilities

• Working knowledge of local policy and state statutes regarding utility billing and utility customer services.
• Working knowledge of standard operating practices involved in modern office operation and serving the public.
• Working knowledge of computer operations.
• 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 cash receipt and customer-oriented operation.
• Ability to operate calculator, computer terminal, typewriter, cash register, and related office equipment.
• Ability to communicate effectively in oral and written forms.

Minimum Qualifications

Knowledge, Skills, and Abilities

• Working knowledge of local policy and state statutes regarding utility billing and utility customer services.
• Working knowledge of standard operating practices involved in modern office operation and serving the public.
• Working knowledge of computer operations.
• Ability to deal effectively with the public in a tactful and effective manner.
• Ability to create and maintain accurate records, reports, and files supporting a cash receipt and customer-oriented operation.
• Ability to operate calculator, computer terminal, typewriter, cash register, and related office equipment.
• Ability to communicate effectively in oral and written forms.

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

Physical Requirements Must be able to physically perform the basic life operational functions of fingering, talking, hearing, standing, walking, and repetitive motions. Must be able to perform 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. Must possess the visual acuity to prepare and use figures and statistics, operate a computer terminal, and read maps and written material extensively.

Once an offer of employment has been extended, candidates will undergo a thorough background investigation, including NC State Bureau of Investigation fingerprinting.