Customer Accounts Specialist

** This is a repost. Previous applicants need not apply and are still under review.**
POSITION SUMMARY

The Town of Holly Springs is searching for a Customer Accounts Specialist to serve in the Finance Department! This position is responsible for providing prompt, friendly and courteous service while addressing a variety of customer requests for information and account assistance for Town services.

Reports to the Customer Service Manager.

The work schedule is business hours with occasional evenings and weekends. The starting annual salary is $49,793.76 (Grade

E).

• Provides first line exceptional customer service to internal and external customers.
• Investigates and responds to customer inquiries, concerns, and complaints, ensuring timely and accurate resolution.
• Responsible for processing and verifying accuracy of new customer account applications, transfers, and finalizing accounts; creates accounts for next-day service.
• Assist in maintaining accurate customer account information.
• Creates work orders for all incoming and outgoing residential customers, and builders and commercial property owners who are requesting meter installations.
• Calculate and processes exception bills, deposits for rental and commercial properties and meter installation fees.
• Processes disconnect notices and coordinates disconnecting service; assists in reconnection process after payment has been made.
• Maintains department-specific electronic and paper filing and record systems and documents to provide easy access to records and information; provides retention of records as required.
• Receives and processes customer payments while maintaining and balancing the cash drawer in accordance with established procedures.
• Establishes and maintains cooperative and professional working relationships with co-workers, outside agencies, and the general public.
• Adheres to regular attendance and assigned work schedules to ensure consistent delivery of job responsibilities.
• Provides clear explanations to customers regarding utility service policies and procedures, rates, deposit requirements, and available billing and payment methods.
• Develop and maintain knowledge of all aspects of utility billing including associated software.
• Work with management and team on continuous team process improvements.
• Other duties as assigned.

• Knowledge of departmental administrative policies and procedures.
• Ability to establish and maintain accurate records of assigned activities and operations.
• Ability to interpret and implement local policies and procedures; written instructions, general correspondence;
  Federal, State, and local regulations.
• Skill in organizational and time management to prioritize duties to accomplish a high volume of work product while adapting to constant changes in priority.
• Ability to perform detailed work accurately and independently in compliance with stringent time limits requiring minimal direction and supervision.
• Ability to think quickly, maintain self-control, and adapt to stressful situations.
• Knowledge of current office practices and procedures.
• Knowledge of computer software is consistent for this position.
• Knowledge of Microsoft Word, Excel and Outlook
• Ability to perform mathematical calculations required of this position.
• Ability to communicate clearly, concisely and effectively in English in both written and verbal form.
• Skill in researching and understanding complex written materials.
• Ability to prepare and maintain accurate and concise records and reports.
• Ability to apply sound judgment and discretion in performing duties, resolving problems and interpreting policies and regulations.
• Ability to communicate detailed and often sensitive information effectively and concisely, both orally and in writing.
• Ability to handle sensitive interpersonal situations calmly and tactfully.
• Ability to maintain professionalism at all times.
• Ability to maintain effective working relationships with individuals within and outside the organization.
• Ability to maintain confidentiality and discretion regarding business-related files, reports and conversations, within the provisions of open records laws and other applicable State and Federal statutes and regulations.
• Ability to work the allocated hours of the position and respond after hours as needed.

The physical and work environment characteristics described in this description are representative of those an employee encounters while performing the…