Customer Service Specialist

Responsibilities

• Answers telephone and assists walk‑in customers to establish or close service accounts; prepares and maintains customer billing, collection, and service records; posts payments to appropriate accounts
• Creates and closes out service orders; writes up daily work requests for field personnel; runs service order request report
• Opens, closes, and balances cash drawer; verifies report totals; prepares deposit and posts payments to customer accounts
• Reviews returned checks, locates accounts, computes breakdowns of charges, processes NSF fee option, posts charges to customer accounts, and sends customer correspondence
• Calculates fees from city schedule, creates utility set slip, and enters meter number into inventory
• Prepares cutoff list; runs account inquiry report; reviews account history for usage; computes average bill for adjustment; presents data to supervisors for authorization; creates financial batch; verifies report and posts to customer’s account
• Downloads utilities meter file into handheld meter reader equipment; uploads information when field personnel are finished; analyzes meter readings for accurate data; prepares re‑reads for field personnel; changes manually re‑reads when completed; recalculates billings; prints billing journal; prints bills; prepares mail check for accounts payable
• Prepares and mails letters to terminated accounts; updates USDA spreadsheets and monthly statistics
• Creates bank draft file; sends to accounting personnel to post to accounts
• Prepares and mails second notices; posts penalties to accounts as required
• Opens, sorts, adds, endorses, verifies, and posts drop box, counter, and mail payments
• Performs a variety of office assistance tasks such as typing, copying, and filing
• Performs tasks and special projects for other departments as assigned by the Finance Director
• Performs related tasks as required

• General knowledge of clerical terminology, methods, procedures, and equipment
• General knowledge of standard office procedures, practices, and equipment
• General knowledge of utility service connection and termination procedures
• General knowledge of customer billing, collecting, and methods to adjust bills
• Ability to understand and follow oral and written directions; ability to follow detailed work procedures
• Ability to post accounts and to perform mathematical computations with speed and accuracy
• Ability to establish and maintain effective working relationships with associates and customers
• Skill in the use of a personal computer and a variety of office and data processing equipment

Graduation from high school or GED equivalency and 2–3 years experience in customer service, utility billing and collections, and/or managing of cash and checks.

• Certification as a Notary Public
• Possession of a valid NC driver’s license may be required

Work in this class is generally sedentary in nature. Work requires the ability to see, hear, talk, and the physical ability to move about the office as well as dexterity in the hands for typing and operation of standard office equipment. Visual acuity is necessary to read handwritten and typewritten materials and operate a computer terminal. Hearing capability is required for greeting visitors in person or by phone and comprehending discussions in meetings in which recordings are present.

Vocal ability is required to interact with other employees and officials to answer questions, provide services, or document requests as well as communicating with the public and officials.

Work in this class is performed primarily in a normal office environment with adequate climate controls.

Nonexempt (eligible for overtime or equivalent compensatory time at 1½ times the employee’s regular weekly rate for all hours worked in excess of 40 hours in the City’s official work week and not the employee’s work schedule).

We are an Equal Opportunity Employer and are committed to a workplace free from discrimination, in compliance with federal and North Carolina employment laws.