Customer Service Representative

Overview

Title: Customer Service Representative
Department: Norwood Light Department 136 Access Road, Norwood MA 02062
Status: FLSA Non-Exempt, Light Department Union, 40 hours per week
Hours: Permanent shift:
Monday through Friday 9:30am – 6pm
Temporary shift (training):
Monday through Friday 7:30am – 4pm
Salary: FY26, Grade S7A $27.6907 - $30.4375 for steps 1-3 (salary range exceeds hiring range)

General Summary
:
Under the general supervision of the Director of Business Operations and the Business Manager, responsible for all day-to-day computer operations, processing, and customer service activities.

• Adheres to schedules for billing operations, processing payments, account maintenance, cut-ins, cutouts, adjustments and refunds.
• Performs training on a periodic basis.
• Works directly and extensively with the public to resolve billing inquiries and service-related issues through phone, email and online channels.
• Answers questions and solves problems on bills or in computer files, checks customer histories, troubleshoots questions and customer issues to determine corrective action.
• Runs and checks reports, notices and bills as directed by the Director or Business Manager, including daily, monthly, annual and other analytical reports.
• Provides customers with basic troubleshooting alternatives established by the Broadband Supervisors.
• Assists with the accounting functions of the Department financial records.
• Maintains delinquent customer lists. Sends reminder and shutoff notices. Negotiates payment arrangements with customers who are behind in payments.
• Maintains accurate records and files supporting tax exemptions and charges for commercial customers.
• Assists Director and Business Manager in preparing lien list information for the Treasurer and Collector.
• Assists in the preparation of various monthly and annual reports, including DPU, DTC, etc. as requested by the Director and/or Business Manager.
• Responds to both general and technical nature broadband customers service questions and problems.
• Responds to inquiries relating to CATV, Internet and phone services while servicing electric or water billing customers.
• Receives and processes utility payments.
• Promotes and maintains positive community relations.
• Covers business office responsibilities during breaks, vacations and sick leave. Works flexible hours, as required.
• Performs other related duties as required.
• Knowledge of computerized data entry and retrieval, accounting principles, and strong customer service skills equivalent to completion of a high school diploma.
• Specialized training and one to three years of related experience, or equivalent combination of education and experience.
• Solid understanding of video streaming services and ability to demonstrate functionality to customers including setup, navigation and troubleshooting.
• Exceptional computer skills/experience including MS Office products (Outlook, Word, Excel, PowerPoint), messaging applications (Teams) and file sharing (Office 365).
• Ability to perform detailed work accurately and efficiently within deadlines.
• Extensive public relations knowledge and skills required in both telephone and personal contact with both the public and other employees.
• Bilingual (English/Spanish or English/Portuguese) helpful.

* This posting is not meant to be inclusive of all job duties or qualification requirements. Complete job description is available by emailing the contact below.*

Contact :

Interested Town of Norwood employee candidates, meeting the qualifications and expectations as noted above, should submit a cover letter and resume to the email address listed below
no later than February 19, 2026.

Please reference Requisition # on all materials: