Customer Service Rep I

Customer Service Representative

Compensation Range: $19.43 - $24.89

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.

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:

• Stewardship: We manage the city's resources responsibly and make decisions that sustain High Point's future.
• Welcoming: We create a friendly, open environment where residents, partners, and visitors feel valued and embraced. We want everyone who connects with High Point to feel welcomed, like they belong here.
• Integrity: We act with honesty, transparency, and ethical responsibility in everything we do. That means doing what's right even when no one's watching. This is how we earn our community's trust.
• Productivity: We stay focused on results, fostering creativity, innovation, and outside-the-box thinking. We don't just get things done we find smarter, better ways to do them.

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
• 13 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.

Our Commitments The City of High Point is dedicated to fostering a work environment that values individuals from all backgrounds and seeks to attract and retain the most qualified partners in service to the citizens of High Point. As an at-will employer, the City allows employees to terminate their employment, or be terminated at any time, with or without cause, as long as it is not prohibited by law.

The City of High Point is committed to classifying and compensating its employees fairly for the work they do, weighing both the internal capabilities and the external market. While the job description is not intended to and does not create a contract of employment, we are excited to use this "living document" as a guide for managing performance and positions to ensure job descriptions are reflective of the current work required by the incumbent or expected by any candidate to whom an offer of employment is extended.

The City of High Point is committed to providing a safe, comfortable working environment for all employees. To that end, we are proud to comply with all Occupational Safety and Health Administration (OSHA) requirements, as well as make reasonable accommodations to candidates and employees as we are able in accordance with the Americans with Disabilities Act (ADA). Candidates selected for employment must undergo (a.) a drug screening, in accordance with the City's drug and alcohol policy and (b.) a background screening to determine whether there is any current, pending, or previous charge, conviction or other infraction deemed incompatible with service in the capacity for which the candidate is being hired. In lieu of or in addition to background screening, candidates selected for employment in a position that requires working with children in any capacity must be fingerprinted and undergo a criminal history record check conducted by the North Carolina State Bureau of Investigation. Certain positions are considered so critical to the health and safety of others that a candidate cannot be placed in any such position without passing a pre-placement physical exam. The City offers employment to successful candidates conditioned upon the City's receipt of satisfactory results from all required screenings, checks, and exams, as applicable.