Utilities Customer Service Representative I

POSITION SUMMARY

POSITION SUMMARY:

An employee in this position performs clerical and fiscal work in support of Public Utilities customer services for Harnett County. This includes: providing reception, customer service, and accounts receivable work; establishing new customer accounts; answering customer questions and concerns; talking with the public; and coordinating with other staff within the County's organizational structure.
Hiring Range: $40,457.00

DUTIES AND RESPONSIBILITIES

ESSENTIAL FUNCTIONS OF THE POSITION:

• Opens/closes office as assigned.
• Collects incoming revenue from utility customers; enters collections information into the computer system; collects revenues in person and through the mail; and keys in account number. Maintains cash drawer.
• Provides reception for visitors and telephone callers; provides information on County services, procedures, policies, fees, and other information; encourages new customers to enroll in County’s payment website and other services; prepares service orders and transmits to field crews; takes complaints on service delays or quality and determines disposition; and may sort and distribute mail.
• Collects payments for reconnect fees, returned checks, damages, etc; performs inquiry on accounts to solve customer billing and payment problems; coordinates with utility billing staff as needed; and explains processes and fees to customers.
• Uses AMI software to answer customer questions about billing or consumption. Encourages customer portal sign up, setting thresholds, notification preferences and answers navigation questions.
• Answers complaints from citizens, researches problems, and renders decisions or answers to their questions; refers precedent setting issues to higher level management for advice and consultation; and assists customers in person and by phone.
• Reconciles daily cash receipts with data entry; prepares various cash drawer logs and reports as needed.
• Calculates adjustments for leaks.
• Processes applications for new accounts; runs credit checks, takes deposits in person or by phone, enters customer account information into billing system, makes charges as necessary, generates service orders, scans application documentation to account in billing system, sets up accounts for hydrant meter rentals.

• Performs other related duties as assigned.

MINIMUM QUALIFICATIONS

MINIMUM REQUIREMENTS TO PERFORM WORK:

• High school diploma supplemented by courses in business, accounting, or a related field;
• Customer service experience utilizing and operating computers and experience in working with the general public;
• Or equivalent education and/or experience.

• Knowledge of local policy and state statutes regarding area of utility payment collections.
• Knowledge of standard operating practices involved in modern office operation and serving the public.
• Knowledge of computer operations and their application to collections and accounts maintenance.
• Knowledge of banking practices.
• Skill in resolving conflicts.
• Skill in delivering customer service.
• Skill in using a computer to accurately enter data.
• Ability to deal effectively with the public in a tactful and firm manner.
• Ability to create and maintain accurate records, reports, and files in support of a customer-oriented operation.
• Ability to operate calculator, computer terminal, postage machine, cash register, and related office equipment.
• Ability to establish and maintain effective work relationships.

SUPPLEMENTAL INFORMATION

PHYSICAL DEMANDS:

Must be able to perform sedentary work exerting up to 10 pounds of force occasionally, and/or a negligible amount of force constantly to move objects. The work also involves the physical abilities of fingering, talking, hearing, and repetitive motions. An incumbent must also possess the visual acuity to work with data and figures, extensive reading, and maintain manual and computer files and records.

WORK ENVIRONMENT:

The employee works in an office environment.

Harnett County takes pride in offering an excellent benefit package including health, dental, vision and life insurance, membership in the North Carolina Local Government retirement, free health clinic for employees and anyone in their household and other benefits. To see more information about the benefits offered by Harnett County,