Customer Service Representative

Customer Service Representative

The Department of Utilities is seeking a customer-oriented and motivated Customer Service Representative to join our team. The Department of Public Utilities provides retail water service to approximately 49,000 customers and retail sewer service to approximately 8,000 sewer customers. Employees in this position are primarily responsible for assisting customers and collecting/processing payment for utility accounts. Work also involves receiving and processing applications for service, answering the phones, researching and responding to customer requests and concerns, general office work (filing, operating copy machines and computer terminals).

Duties and Responsibilities

Position performs a variety of duties including:

• Collects and processes payments for utility accounts
• Receives and processes applications for service
• Receives telephone calls and walk-in customers and assists them with billing and service application questions and complaints, in accordance with departmental policies
• Prepares work orders
• Establishes and maintains a variety of files
• Utilizes computerized data entry equipment to enter, update, store and/or retrieve information
• Other duties, as assigned

Knowledge, Skills and Abilities

• Cash handling experience and strong public contact experience required
• Ability to multi-task
• Effective written and verbal communication skills while communicating with courtesy and firmness
• Organization, attention to detail and conflict resolution skills
• Excellent mathematical and computer skills
• Ability to speak Spanish is beneficial

Additional duties as required. Physical requirements include the ability to perform the basic life operational functions of climbing, balancing, stooping, kneeling, crouching, reaching, standing, walking, lifting, fingering, grasping, talking, and hearing. Must be able to perform light work exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Must possess the visual acuity to prepare and analyze data, for extensive reading and work with figures; to operate a computer, to use measuring devices, to operate a motor vehicle; and to determine accuracy and neatness of work.

Desired Education and Experience

• High School graduate with advance course work in Business Administration, Office Technology or equivalent education/experience
• Prior experience with public utilities is preferred.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. Other duties may be assigned.

Important pre-employment information:

• If the position requires a degree, official transcripts must be submitted within 30 days of hire.
• A pre-employment reference check will be conducted.
• A background check may be required and may include criminal history, motor vehicle records, sex offender registry checks, pre-employment drug screening, SBI fingerprinting, and, if applicable, a National Practitioner Data Bank (NPDB) check.
• A conviction record does not automatically disqualify you from employment, unless otherwise required by state law. Each situation is reviewed on a case-by-case basis.

Johnston County provides a comprehensive, affordable insurance and benefits program. Employees are offered a diverse selection of benefits including medical (no-cost for the employee plan), dental, life, and supplemental benefit coverages. Employees can also take advantage of our on-site wellness clinic and virtual telehealth program, both at no-cost!

Additional benefits include participation in the NC Retirement System, a 401(k) match option, generous paid leave and holiday schedule, tuition reimbursement, and more! To learn more, visit www.myjcbenefits.com.