Services Representative

Overview

General Definition of Work:
Performs intermediate clerical work involving customer account servicing and the collection and posting of money received for utility bills, deposits, and fees; does related work as required. Work is performed under the regular supervision of the Payment Services Supervisor.

Receiving and recording monies collected for utility bills, deposits, and related fees; assisting customers in person and on the phone with service requests and concerns; entering/analyzing account data; processing payments. The following tasks are illustrated examples of the work performed; omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

• Serves as cashier; receives and processes payments for utility bills, miscellaneous revenues, deposits, and fees; credits account and enters data into computer; makes change; issues receipts.
• Handles inquiries or concerns from the general public in person and via telephone pertaining to bills and refers customers to appropriate party; prepares adjustment requests for misapplied payments; processes requests for waiving late and delinquent fees; updates customer information.
• Processes payments received in night deposit.
• Processes draft bank payments; posts third party payment processor payments; sets up new bank draft accounts.
• Opens mail, matches checks against stubs, balances, and posts to accounts.
• Answers telephone and handles customer inquiries; greets customers; handles inquiries and directs to Customer Service Representative.
• Markets products and services to customers to improve efficiency.
• Fills in at the central desk to ensure customers are greeted and directed to the appropriate area when entering building.
• Balances cash drawer against receipts and maintains records of money received.
• Verifies bank deposit tickets and prepares daily balancing report for accounting.
• Prepares budget billing quotes and sets up new applications.
• Issues letters of credit for other utility companies.
• Generates service orders for move outs.
• Performs a variety of office assistance duties such as preparing correspondence, maintaining files and records, and maintaining safety practices to thwart theft and other unlawful activity.
• Prepares storage boxes for archival files.
• Researches and contacts customers on returned mail or any other inquiries.
• Maintains on-call status during hurricanes, ice storms and other emergencies as required.
• Performs related tasks as required.

• General knowledge of City collection policies and procedures;
• General knowledge of standard office procedures, practices, and equipment;
• Ability to work in a fast paced environment;
• Ability to understand and follow oral and written directions;
• Ability to collect and count money with speed and accuracy;
• Ability to perform arithmetic computations with speed and accuracy;
• Skill in the use of a variety of office equipment and personal computer;
• Ability to establish and maintain effective working relationships with associates and the general public.

• Any combination of education and experience equivalent to graduation from high school;
• Major coursework in business or related field at an accredited community college;
• Associates Degree preferred;
• Experience involving customer service, computer and software applications involving financial activities, and money handling.

• Possession of an appropriate drivers license valid in the State of North Carolina.
• CRIMINAL BACKGROUND CHECKS ARE REQUIRED ON FINAL INTERNAL AND EXTERNAL CANDIDATE(S) APPLYING FOR THIS POSITION WITH THE CITY OF NEW BERN.

The City of New B rn is an Equal Opportunity Employer.