Customer Service Representative, Senior

Senior Customer Service Representative

The City of Raleigh is seeking a Senior Customer Service Representative to provide advanced support for Raleigh Water's 200,000+ customers while serving as peer coach for the CSR team. This role will handle complex billing inquiries, escalated issues, and specialized account management. This position will be required to provide rotating on-call coverage for after-hours emergencies (approximately once per month, up to 12 times annually) with premium pay.

Regular hours are Monday - Friday, 8:15 am-5:15 pm.

About You:

You're an experienced customer service professional who not only excels at resolving complex issues but also enjoys helping teammates grow their skills. You bring patience, strong problem-solving abilities, and natural coaching instincts to your work. You stay calm during difficult situations, can explain technical billing concepts clearly, and lead by example in delivering exceptional service.

You're the person your coworkers turn to when they hit a challenging situation, and you genuinely enjoy mentoring others. You're comfortable with technology, detail-oriented, and can balance helping customers directly with supporting your team's development.

About Us:

Raleigh Water serves 600,000 people across seven municipalities. Our Customer Care & Billing Division is a 70-person team providing essential services. You'll work at our Operations Center on Lake Woodard Drive with free parking, and may qualify for hybrid remote work after six months of demonstrated proficiency. The City offers excellent benefits, generous leave, and retirement contributions.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Handle complex and escalated customer billing inquiries and service issues
• Provide peer coaching and informal mentoring to CSR team members
• Research and resolve account discrepancies requiring specialized knowledge
• Serve periodic on-call coverage for after-hours customer emergencies
• Assist with quality assurance and process improvement initiatives
• Compile data and perform analysis on account issues and service trends
• Coordinate with other departments to resolve multi-faceted customer concerns
• Serve rotating on-call coverage for after-hours customer emergencies (approximately monthly, with premium pay)

Education and Experience:

6+ months of training beyond high school in Customer Service, Business, or related field; 1 to 3 years' experience in customer service, payment processing, finance administration, revenue management, or related field OR Any equivalent combination of training and/or experience that provides the required knowledge, skills and abilities may be substituted

Preferred Qualifications:

• Experience in utilities, billing, or high-volume contact center environments
• Previous peer coaching or informal mentoring experience
• Familiarity with customer service quality assurance practices
• Bilingual – (Spanish is a plus)

Knowledge of:

• Advanced customer service principles and conflict resolution techniques
• Utilities billing systems and account management processes
• Peer coaching and informal mentoring approaches

Skill in:

• Exceptional verbal and written communication with diverse audiences
• Advanced problem-solving for complex billing and account issues
• Comfortable coaching and supporting colleague development
• Proficient with multiple software applications and systems
• Strong analytical skills for account research and discrepancy resolution

Ability to:

• Remain calm and professional during…