What are the responsibilities and job description for the Customer Service Advocate position at Cape Fear Public Utility Authority?
JOB
Incumbents in this position are responsible for providing customer service support for CFPUA’s billing and collections operations.
EXAMPLE OF DUTIES
Answers telephone and greets visitors; provides information and assistance in a Call Center Environment or Face-to-Face Environment. Schedules work orders, including tenant changes orders, rereads, and site visits. Processes applications for new services and closes customer accounts as necessary. Processes returned mail. Copies, files, and faxes various documents. Processes credit adjustments. Processes bill corrections. Prepares and updates reports. Guide customers with payments via IVR. Accepts, receives, an/or collects payments directly from customers in a Face-to-Face Environment.Resolves difficult or sensitive customer service inquiries or problems; advises public on complex rules, policies, and procedures. Receives 100 customer requests through multiple intake channels including phone, fax, email, and mail on a weekly basis while taking calls. Advises citizens of anticipated service and completion dates of their requests. Conveys a positive image and handles a large volume of customer calls in a friendly, effective, efficient, and professional manner. Determines if and when to grant bill extensions. Listens to circumstances and determines if customer needs to be escalated to collections department. Submits request for information to Engineering. Communicates with the customer and Engineering for results. Meets service level for calls and the completion of customer requests with 99% accuracy level. Performs other related job duties as assigned. In the event of an emergency, all employees are considered essential personnel and may be required to perform alternate duties.
SUPPLEMENTAL INFORMATION
Pay Grade: G13
Incumbents in this position are responsible for providing customer service support for CFPUA’s billing and collections operations.
EXAMPLE OF DUTIES
Answers telephone and greets visitors; provides information and assistance in a Call Center Environment or Face-to-Face Environment. Schedules work orders, including tenant changes orders, rereads, and site visits. Processes applications for new services and closes customer accounts as necessary. Processes returned mail. Copies, files, and faxes various documents. Processes credit adjustments. Processes bill corrections. Prepares and updates reports. Guide customers with payments via IVR. Accepts, receives, an/or collects payments directly from customers in a Face-to-Face Environment.Resolves difficult or sensitive customer service inquiries or problems; advises public on complex rules, policies, and procedures. Receives 100 customer requests through multiple intake channels including phone, fax, email, and mail on a weekly basis while taking calls. Advises citizens of anticipated service and completion dates of their requests. Conveys a positive image and handles a large volume of customer calls in a friendly, effective, efficient, and professional manner. Determines if and when to grant bill extensions. Listens to circumstances and determines if customer needs to be escalated to collections department. Submits request for information to Engineering. Communicates with the customer and Engineering for results. Meets service level for calls and the completion of customer requests with 99% accuracy level. Performs other related job duties as assigned. In the event of an emergency, all employees are considered essential personnel and may be required to perform alternate duties.
SUPPLEMENTAL INFORMATION
Pay Grade: G13
