CUSTOMER SERVICE REPRESENTATIVE - CUSTOMER SERVICE

Performs intermediate work providing customer service to utility customers; does related work as required.  Work is performed under the moderate supervision of the Customer Service Supervisor. 

This is sedentary work requiring the exertion of up to 10 pounds of force occasionally and a negligible amount of force frequently or constantly to move objects; work requires reaching, fingering, grasping, and repetitive motions; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; visual acuity is required for preparing and analyzing written or computer data, operation of machines, determining the accuracy and thoroughness of work, and observing general surroundings and activities; the worker is not subject to adverse environmental conditions.

 Answers incoming customer inquiries; assists customers via telephone and walk-ins with setting up new accounts, payment arrangements and resolving complaints; enters necessary changes in computer system; analyzes customer accounts for correct charges and issues adjustments. Ensures that requests for service are processed timely and information is entered in computer system accurately. Composes letters to customers regarding information on their accounts.
Completes forms such as payment assistance requests, letters of credit, water heater rebate credits and substitute utility payment forms. Researches accounts for old unpaid bills prior to establishing a new account. Researches service addresses to find out if electric and gas six month safety inspections are required prior to service activation. Refers customers requesting assistance in paying their utility bills to appropriate agencies; processes assistance checks received from outside agencies.
Provides energy conservation consultations for utility customers. Processes cut off list for delinquent accounts; issues cut off sheets for service technicians; applies cut off charges/credit offenses; updates accounts once bills are paid. Reviews cut off list for customers that do not have current deposits on file; adds billed deposits to accounts; sends customer letters notifying them of deposits. Reviews cut off list for customers that are participating in the budget bill program; terminates budget billing and sends letters advising of removal from budget bill process. Uses Nextel to dispatch situations to Service Technicians concerning work orders. Reviews returned mail for correct addresses; contacts customers and makes corrections on billing information in system and re-mails bills. Reviews the collection lists and contacts customers to collect delinquent past due final bills. Lists and posts miscellaneous charges, transfer balances and deposit refunds. Orders and purchases supplies used in the Customer Service Division. Maintains medical list for customers that have someone in their home that requires continuous electricity. Reconciles purchase card statement and updates budget spreadsheet. Performs related tasks as required.
 General knowledge of utility billing and collection terminology, methods, procedures and equipment; general knowledge of standard office procedures, practices and equipment; ability to understand and follow oral and written directions; ability to follow work procedures; ability to post accounts and to perform mathematical computations with speed and accuracy; skill in the use of a variety of office machines and some typing ability; prefers Spanish as a second language; ability to establish and maintain effective working relationships with associates and the general public.
 
EDUCATION AND EXPERIENCE:
Any combination of education and experience equivalent to a high school diploma or GED and moderate customer service experience.
 Possession of an appropriate driver's license valid in the State of North Carolina.

Salary : $39,562 - $61,298