Performs difficult skilled administrative support work overseeing and participating in public service customer service activities, and related work as required. Work is performed under the moderate supervision of the Business Office Administrator. Full oversight is exercised over subordinate personnel.

• Oversees customer service, collections, account data control and service.
• Supervises and directs customer service personnel.
• Assists in the recruitment and selection process.
• Recommends candidates for hire.
• Assigns and trains employees.
• Conducts annual performance evaluations on assigned personnel.
• Recommends disciplinary and termination actions as warranted.
• Receives and processes requests for the connection and disconnection of service.
• Applies payments and deposits to accounts.
• Prepares check requests for deposit refund or overpayment.
• Assists Customer Service Representatives with the more difficult issues.
• Gives deposit quotes to customers.
• Sets up payment arrangements with customers.
• Prepares and posts adjustments to accounts.
• Issues referrals for social services.
• Prepares drafting account documents for budget pay amounts.
• Explains billing procedures and rates to customers.
• Sets up accounts for medical alert customers.
• Researches questions about service orders or payments that are not showing up on accounts.
• Prepares and submits various reports.
• Turns in daily customer service count sheets.
• Performs various administrative support duties.
• Assists with collection of bad debt.
• Conducts proof of claim for bankruptcy accounts.
• Performs related tasks as required.

• High school diploma or GED and moderate experience in public utility billing, collection and customer service work, or equivalent combination of education and experience.
• Thorough knowledge of the functions of a public utility customer service office.
• Thorough knowledge of the principles, practices and procedures of a utility billing collection program.
• Thorough knowledge of modern office practices and of standard office and data entry equipment.
• Thorough knowledge of data processing practices.
• Ability to plan, organize and direct the work of subordinate employees.
• Ability to prepare and maintain complex financial reports.
• Ability to establish and maintain effective working relationships with associates, customers and the general public.
• Possession of a driver's license valid in the State of North Carolina.