Customer Service Representative

Customer Service Representative

The Town of Clayton is seeking applicants for a Customer Service Representative for the Utility & Billing Division, Finance Department. The Town of Clayton employs more than 340 full-time staff in areas including police, fire, and electric utilities. The Town of Clayton also offers a range of PT positions including positions in Parks & Rec, Library, and Cultural Arts.

The Town of Clayton is the fastest growing town in Johnston County, which is the fastest growing county in the State of North Carolina. The vision for the Town of Clayton includes a thriving town where growth contributes to the quality of life enjoyed by long-time residents and newcomers alike; easy access but with an atmosphere that feels smaller than it is; a system of parks and greenways that connect people and places; neighborhoods with a variety of quality living options; a town that offers opportunities for people to live, create, shop and eat; a bustling and historic downtown, and businesses that are successful, growing, and investing in the community.

Duties & Responsibilities

An employee in this class is responsible for providing reception, customer service, administrative support and account receivable work. Work involves heavy public contact, via phone, in person and email, and heavy contact with staff and other departments within the Town's organizational structure. Considerable tact, courtesy, firmness and conflict resolution skills are required in these public contact functions. Work requires detailed knowledge of the customer service policies and procedures of the department. Work is performed under regular supervision and is evaluated through conferences, by review of appropriate records and reports, and the accuracy and thoroughness of assigned responsibilities.

• Establishes new customer accounts; takes applications and deposits or letter of credit; ensures applications are completed thoroughly; explains payment options to new customers including bank draft, drop box, online, etc.; explains garbage and recycling schedule; prepares work orders for meter technician to connect services; enters new customer accounts into the data base.
• Closes out customer accounts; prepares work orders for meter technician to obtain final meters readings and turn off meters.
• Sends out welcome emails to all new customers.
• Answers complaints from citizens, researches problems and renders decisions or answers to their questions using a variety of sources including AMI software for hourly meter readings; prepares work orders to check services for low water pressure complaints; refers difficult issues to higher level management for advice and consultation.
• Provides reception for visitors, telephone caller and emails; provides information on Town services, procedures, policies, fees and other information; takes messages and relays to staff.
• Markets load management program to new customers.
• Markets energy loan program to all customers.
• Makes courtesy calls on delinquent accounts; reviews emails payment extension requests; works with customers on payment extension within policy.
• May collect incoming revenue from utility customers in the form of cash, check, credit card or money order; may process payments from other departments

Special Requirements, Education & Experience

• Knowledge of local policy and state statutes regarding area of service.
• Knowledge of standard operating practices involved in modern office operation and servicing the public
• Knowledge of office technology and financial spreadsheets
• Ability to deal effectively with the public in a tactful and effective manner
• Ability to create and maintain accurate records, reports, and files in support of a customer-oriented operation
• Ability to operate a calculator, computer terminal and related office equipment
• Ability to prioritize work and meet deadlines.
• Ability to multi-task and work with high volume of activities
• Ability to communicate effectively in oral and written form
• Ability to establish and maintain effective work relationships with coworkers, supervisors and the general public

Education and Experience Graduation from high school, supplemented by courses in business or accounting, and considerable experience in a customer services, collections or billing operation involving heavy public contact.

OR Depending on the position, the Town may consider an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.