Performs responsible clerical and routine technical work involving customer service in the phone center or walk in area of the Customer Services Department; does related work as required.

Work is performed under immediate supervision.

• Provide excellent customer service in a fast-paced call center and walk in area environment.
• Assists customers in establishing new service accounts, closing, or transferring accounts, and answering questions related to utility billing information.
• Analyze payment history, balance, and propensity of future payments to set up suitable payment arrangements.
• Issue work orders to various city departments in response to citizen requests or issues.
• Processes payments for utility accounts and miscellaneous items.
• Work includes operating computer, phone, and internal PC applications. 
• Answer 100 to 120 calls per day while maintaining telephone stats and call quality.
• Calmly and professional resolve any customer issues and de-escalate matters.
• Operates calculator and other standard office equipment incidental to maintaining required records.
• Ensures that all work is performed in accordance with OSHA and City Safety Standards and Policies.

• Formal Education
  1. High School Diploma or GED.
• A minimum of one-year experience working in a call center/or customer service experience outside of food service and retail.
• Ability to be at work during periods of inclement weather or City emergencies. Including nights and weekends. i.e., power outages, disaster response.
• English and Spanish Language skills
• Proficiency in Microsoft Office Suite products, particularly Word and Excel. Operate computer to document customer service calls in our company specific database.
• Must be a fast learner.
• Ability to work in a fast-paced environment educating callers on various department policies.
• Ability to understand and follow oral and written directions, to establish and follow work procedures and to deal effectively with citizens and customers.
• Valid North Carolina Driver’s License

Physical Requirements
Hearing/Speaking - Expressing and/or receiving information by means of spoken word are both necessary to converse with internal and external customers including co-workers, citizens, and applicants.
Visual Abilities – the ability to perceive via eyesight is required for this position:

• Acuity, far – clarity of vision at 20 feet or more. Must be able to see from a distance when administering and observing employment tests, operating a motor vehicle, or addressing an audience.
• Acuity, near – clarity of vision at 20 inches or less. Must be able to see work-related business documents close at hand.
• Depth perception – Three-dimensional vision and the ability to judge distance and space relationships.
• Field of Vision – the area that can be seen up and down or to the right or left while eyes are focused on one point. Must be able to see a wide span of area.
• Accommodation – Must be able to adjust the eye lens to glance quickly.

Physical Strength – degree of physical demands typically associated with this position include:

• Light Work
  1. Exerting negligible amount of force constantly to move objects and papers, to answer telephone and to file. Physical demand requirements usually require some walking, standing, or bending; however, worker sits most of the time. There is significant use of arms and hands.
• Type of Physical Demands
  1. Reaching - Extending the hand(s) or arm(s) in any direction.
  2. Handling - Seizing, holding, grasping, turning, or otherwise working with hand(s).
  3. Fingering - Picking, pinching or otherwise working with fingers primarily rather than the entire hand or arm.

Mental Activity/Requirements
Reasoning

• Ability to apply principles of logical thinking combined with knowledge of principles and practices of public personnel and employment laws to work tasks and handle practical situations, comprehend, and respond to a variety of situations in a timely fashion and exercise good judgment.

 
Mathematics Ability

• Using arithmetic and/or Statistics: Ability to calculate and explain billing rates and charges.

Language Ability

• The ability to speak, read and write the English Language are required for this position.

 
Environmental Conditions
Physical Surroundings

• The worker is subject to Inside Environmental Conditions: Protection from weather conditions but not necessarily from temperature changes.

Hazards

• No environmental hazards indicated for this classification.

Machinery/Tools/Work Aids/Other Equipment

• Adding machine, calculator, typewriter, CRT, stapler, telephone, copying equipment, files, note pads, pens, pencils, calendar, telephone directory, Personnel Resolution, ordinances, rules and regulations manuals and other work aids related to the job.

 
Disclaimer
This job description may not be all-inclusive, as jobs evolve over time to meet the ever-changing needs of the City of High Point’s workforce. This job description is not intended to and does not create a contract or offer of employment to any individual. In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the City of High Point. Candidates selected for employment must pass a background screening as well as a pre-employment physical to ensure medical clearance to perform the essential functions of the job prior to receiving a full offer of employment.
The City of High Point is an at-will employer and employees may be terminated or may terminate their employment at any time with or without reason for any reason not prohibited by law.