Customer Service Representative

Job Description

Responsible for performing a variety of intermediate skilled clerical and public contact work establishing and maintaining customer utility accounts. An employee in this class is primarily responsible for assisting customers using established guidelines and procedures. Work also involves posting new and maintaining existing customer account data and verifying accuracy in posted items. Work involves coordination with other departments within the City and public contact functions, which will require considerable tack and courtesy. Employees also perform occasional general office work such as filing, operating copying machines and computer terminals, and answering the telephone. Work is performed according to standard procedures, but the employee is expected to use some initiative and independent judgment in accomplishing assigned objectives. Work is performed under limited supervision of the Billing Supervisor and is evaluated through observation and review of work completed.

ESSENTIAL JOB FUNCTIONS

• Establishes new and maintains existing customer accounts.

• Receives telephone calls, walk-in, and online requests from customers.

• Assists customers, in person and by phone, with account maintenance, billing/payment questions, and complaints.

• Collect customer payments.

• Receives and processes returned mail.

• Verifies accuracy and completeness of customer accounts and databases.

• Utilizes computerized data entry program to enter, update, store and/or retrieve information as requested or otherwise necessary.

• Works with the Finance department to update accounts with accounting errors and send out corrected customer statements.

• Processes batches for finance (Mini Golf, Misc. Deposits, Farmer's Markets, etc.) with supplied information and accounting information.

• Maintains a cash drawer and maintains the correct balance throughout the day.

• Processes new services, transfer and disconnect applications received online and in person.

• Sets up new accounts for taps and sends information to billing.

• Updates and verifies ACH information for new and existing accounts.

• Trouble shoots leak issues with city software and assists customers with needed forms.

• Establishes and maintains a variety of electronic and tangible files, filing and retrieving information as requested or otherwise necessary.

• Assist other departments as necessary.

• Process the posting of various customer requests or work orders into the accounting software.

• Handles a high volume of customer calls regarding all aspects of utility accounts.

• Processes collection of past due accounts.

• Establishes customer payment plans using sound judgement and review of customer payment history.

• Verifies all required documents to establish new service or transfer existing service.

• Maintains discretion in dealing with confidential information.

• Research and problem solve issues with customer accounts with minimal supervision.

• Coordinates customer account processes with other departments and outside organizations in a team environment.

• Performs other related job duties as assigned.

QUALIFICATIONS

Education and Experience:

Graduation from high school and a minimum of 0-2 years of customer service experience or collections experience; and/or any equivalent combination of training and experience required to perform the essential position functions. Experience in a high-volume customer setting preferred.

Special Qualifications:

• None specified.

Knowledge, Skills and Abilities:

• Knowledge of office accounting methods and procedures.

• Knowledge of modern office practices and of forms and machines used in the preparation of office records.

• Ability to use common office machines, including popular computer-driven word processing, database, spreadsheet and file maintenance programs.

• Ability to exercise attention to detail in performing assigned tasks. Ability to maintain effective files, records, and reports.

• Ability to compute figures rapidly and accurately

• Ability to deal tactfully and courteously with the general public in explaining policies and procedures.

• Ability to establish and maintain effective working relationships as necessitated by work assignments.

• Ability to understand and follow oral and written directions.

• Ability to use the tools and concepts of the specialty area in which the employee works. Includes using appropriate processes, procedures, resources, and work or professional standards.

• Ability to work with people, develop and maintain work relationships, communicate, manage conflict, and perform as an effective team member.

• Ability to think, learn, and process information.

• Ability to solve problems and gather necessary information. Includes math and reading skills appropriate to job level.

• Ability to identify customers, determine the valid needs of a situation, and provide service or service recovery in a manner that satisfies the customer.

PHYSICAL DEMANDS

Work in this classification is defined as light work requiring the physical exertion of up to 10 pounds of force occasionally and a negligible amount of force constantly to move objects. Physical demands require climbing, crouching, crawling, standing, walking, and lifting. Vocal communication is required for responding to inquiries, expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels. Visual acuity is required for extensive reading, to prepare and analyze written or computer data, determine the accuracy and thoroughness of work, and observe general surroundings and activities.

WORK ENVIRONMENT

Work is primarily performed in an office with a controlled environment without exposure to harmful conditions.

About Us

The City of Hendersonville is located in Henderson County, North Carolina. Hendersonville consisting of six square miles and multiple historic districts, is listed on the National Register of Historic Places and sits between the Great Smoky and Blue Ridge Mountains, 22 miles south of Asheville, NC. With an altitude of 2200 feet above sea level, the region provides wonderful year-round recreational opportunities. The City is home to over 14,000 residents and operates under a Council- Manager form of government. A thriving Hendersonville Historic Downtown district, and member of the NC Main Street Program, Hendersonville is host to a variety of businesses, festivals and activities throughout the year. This beautiful mountain community strives to maintain its quality of life for year-round residents as well as the seasonal influx of tourists in Fall and Summer.

About the Team

The Finance Department provides financial management, oversight, monitoring and reporting functions for the City's complex financial resources and ensures that generally accepted accounting standards are followed and appropriate internal controls are in place to safeguard City assets.