What are the responsibilities and job description for the Utility Customer Service Representative position at Warren County (NC)?
JOB
GENERAL DEFINITION OF WORK: Performs difficult skilled clerical and administrative work involving customer accounts, service, billing and collection; does related work as required. Work is performed under the general supervision of the Utility Customer Service Supervisor. ESSENTIAL FUNCTIONS/TYPICAL TASKS: Assisting customers with utility service and accounts; processing service requests and complaints; maintaining customer service, billing and collection records and files.(These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.)Answer department main line, responding to questions, processing complaints, informing customers of various issues regarding their service and/or account or routes calls to proper person.Posts bill payments; process cash or check payments for bank deposit. Process bank drafts, cancellations, leak adjustments, late fees and other miscellaneous fees.Explains policies to customers regarding deposits, connections, taps, service charges, etc.Create work orders for addressing customer complaints.Prepares applications for new utility accounts; Maintain customer files, administers leak adjustments and late fees. Types letters, memoranda and correspondence as needed.Assist with research, education and displays. Run reports; maintain spreadsheets. Runs departmental errands, picks up supplies and materials as needed.Performs related tasks as required.KNOWLEDGE, SKILLS AND ABILITIES: Thorough knowledge of utility service and clerical terminology, methods, procedures and equipment; thorough knowledge of standard office procedures, practices and equipment; thorough knowledge of utility service connection and termination procedures and customer billing, collecting and adjusting methods and procedures; ability to understand and follow oral and written directions; ability to follow detailed work procedures; ability to post accounts and to perform mathematical computations with speed and accuracy; ability to cross train and serve as backup when needed; skill in complex dealing with staff, citizens and all levels of utility customers; skill in the use of a variety of office and data processing equipment; ability to establish and maintain positive working relationships with associates and customers. EDUCATION AND EXPERIENCE: Any combination of education and experience equivalent to graduation from high school supplemented by courses in customer service and moderate experience in general office and public contact work. Considerable knowledge of principles and processes for providing customer service. Comprehensive knowledge of general office equipment and personal computers to include customer information systems, word processing, spreadsheet, and related software.PHYSICAL REQUIREMENTS: 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, and some light work requiring the exertion of up to 20 pounds of force occasionally, up to 10 pounds of force frequently, and a negligible amount of force constantly to move objects; work requires standing, sitting, 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, determining the accuracy and thoroughness of work, and observing general surroundings and activities; the worker is subject to inside environmental conditions.SPECIAL REQUIREMENTS: Possession of an appropriate driver’s license valid in the State of North Carolina.
GENERAL DEFINITION OF WORK: Performs difficult skilled clerical and administrative work involving customer accounts, service, billing and collection; does related work as required. Work is performed under the general supervision of the Utility Customer Service Supervisor. ESSENTIAL FUNCTIONS/TYPICAL TASKS: Assisting customers with utility service and accounts; processing service requests and complaints; maintaining customer service, billing and collection records and files.(These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.)Answer department main line, responding to questions, processing complaints, informing customers of various issues regarding their service and/or account or routes calls to proper person.Posts bill payments; process cash or check payments for bank deposit. Process bank drafts, cancellations, leak adjustments, late fees and other miscellaneous fees.Explains policies to customers regarding deposits, connections, taps, service charges, etc.Create work orders for addressing customer complaints.Prepares applications for new utility accounts; Maintain customer files, administers leak adjustments and late fees. Types letters, memoranda and correspondence as needed.Assist with research, education and displays. Run reports; maintain spreadsheets. Runs departmental errands, picks up supplies and materials as needed.Performs related tasks as required.KNOWLEDGE, SKILLS AND ABILITIES: Thorough knowledge of utility service and clerical terminology, methods, procedures and equipment; thorough knowledge of standard office procedures, practices and equipment; thorough knowledge of utility service connection and termination procedures and customer billing, collecting and adjusting methods and procedures; ability to understand and follow oral and written directions; ability to follow detailed work procedures; ability to post accounts and to perform mathematical computations with speed and accuracy; ability to cross train and serve as backup when needed; skill in complex dealing with staff, citizens and all levels of utility customers; skill in the use of a variety of office and data processing equipment; ability to establish and maintain positive working relationships with associates and customers. EDUCATION AND EXPERIENCE: Any combination of education and experience equivalent to graduation from high school supplemented by courses in customer service and moderate experience in general office and public contact work. Considerable knowledge of principles and processes for providing customer service. Comprehensive knowledge of general office equipment and personal computers to include customer information systems, word processing, spreadsheet, and related software.PHYSICAL REQUIREMENTS: 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, and some light work requiring the exertion of up to 20 pounds of force occasionally, up to 10 pounds of force frequently, and a negligible amount of force constantly to move objects; work requires standing, sitting, 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, determining the accuracy and thoroughness of work, and observing general surroundings and activities; the worker is subject to inside environmental conditions.SPECIAL REQUIREMENTS: Possession of an appropriate driver’s license valid in the State of North Carolina.
