Customer Service Representative

Job Title

Performs skilled administrative support work involving customer service, billing, collection and the preparation and/or maintenance of fiscal or related records, and related work as required.

Essential Functions

• Assisting customers to establish new service or disconnect service.
• Preparing utility service billing.
• Responding to inquiries about accounts.
• Assisting customers with service requests, account issues and complaints.
• Preparing and maintaining customer service, billing and collection records and files.
• Answers telephone.
• Receives and responds to inquiries or complaints regarding utility bills and other collectibles in person or via telephone.
• Assists customers with the completion of standard forms.
• Explains City policies to customers regarding deposits, taps, etc.
• Conducts credit checks to establish required service deposit.
• Prepares adjustments to accounts.
• Processes, prints and mails corrected bills to customers.
• Creates and forwards service orders to work crews.
• Closes completed service orders in computer system.
• Prepares and maintains various files and records.
• Operates a variety of standard office equipment incident to maintaining records.
• Assists with the collection of bad debt.
• Performs related tasks as required.

Minimum Qualifications

• High school diploma or GED and minimal experience in general office support work involving public contact work, or equivalent combination of education and experience.
• General knowledge of bookkeeping terminology, methods, procedures and equipment.
• General knowledge of standard office procedures, practices and equipment; general knowledge of utility service connection and termination procedures, billing, collecting and adjustments.
• Ability to understand and follow oral and written directions.
• Ability to establish and follow detailed 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.
• Ability to establish and maintain effective working relationships with associates and the general public.

Physical Demands

This work is sedentary and requires little to no exertion of force; work regularly requires sitting, frequently using hands to finger, handle or feel and reaching with hands and arms and occasionally requires repetitive motions; work has no special vision requirements; 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; work requires preparing and analyzing written or computer data and observing general surroundings and activities; work has no exposure to environmental conditions; work is generally in a moderately noisy location (e.g. business office with typewriters and/or computer printers, light traffic).

All full-time regular employees are offered a comprehensive benefits package which includes, vacation, and sick leave and twelve holidays. Also available are medical, dental, vision, and life insurance.

Employer

City of Kinston

Location

Kinston, NC

Contact Information

Phone: (252) 939-3118

Website: http://www.kinstonnc.gov