Customer Service Specialist

General Statement of Duties

Performs responsible skilled clerical work collecting, processing and coding payments for Town utility, tax, permits, and other revenue sources.

Distinguishing Features of the Class

An employee in this class performs a variety of skilled clerical functions involving the preparation and maintenance of utility customer records. Employee is responsible for setting up new utility customer accounts, receiving and processing and coding utility, tax, permits, and other payments from customers and those received by mail. Work also includes working with customers to resolve problems involving delinquent utility accounts in accordance with established guidelines. Situations which exceed established guidelines are referred to higher authority for resolution. Work also involves preparing and making bank deposits and performing other general office support functions such as preparation of correspondence, typing, and filing for Town staff and officials. Work is performed under general supervision and in accordance with established procedures and guidelines. Unusual situations are referred to higher authority for resolution.

Essential Tasks and Responsibilities:

• Receives and handles utility customer inquiries, researches account information; prepares work orders and applications for utility service; explains Town policies to customers regarding security deposits, water and sewer taps.
• Serves as receptionist for the Town; answers telephone and responds to inquiries and complaints or routes calls to proper authority; prepares re-read orders, new service orders and meter test work orders as needed.
• Prepares service orders, requisitions and correspondence; operates computer, calculator and other standard office equipment necessary to prepare and maintain records and providing general office support for Town staff and officials.
• Prepares and makes daily bank deposits; maintains other utility and financial records as directed.

Knowledge, Skills and Abilities:

• General knowledge of standard office methods and procedures.
• General knowledge of collection and accounting procedures.
• General knowledge of business English, spelling and basic math.
• Ability to make decisions relating to assigned operations in conformance with applicable laws, policies and procedures.
• Ability to understand and follow detailed oral and written instructions and procedures.
• Ability to establish and maintain effective working relationships with coworkers and supervisors.
• Ability to deal tactfully and firmly with the general public and customers.

Education and Experience:

Any combination of training and experience equivalent to graduation from high school and 2-3 years’ experience in general clerical working involving the collection and recording of funds and frequent contact with the general public; experience working in local governmental setting preferred.

Physical Requirements and Working Conditions:

• Work is generally performed in a temperature-controlled office environment, though some exposure to weather may be required.
• Must be able to physically perform the basic life functions of stooping, kneeling, reaching, standing, walking, lifting, grasping, talking, hearing and repetitive hand and arm motions.
• Must be able to perform light work exerting up to 20 pounds of force occasionally, 10 pounds frequently; and a negligible amount of force constantly to move objects.
• Must possess the visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned.

Special Requirement:

Possession of a valid North Carolina driver’s license with an acceptable driving record. Candidates for employment must pass a pre-employment drug screen and criminal records check. Certification as a Notary Public or ability to obtain within one year of date of hire. Ability and willingness to attend training as directed by supervisor. May be required to work in inclement weather in the event of declared state of emergency. Possession of a valid North Carolina driver’s license with an acceptable driving record. Candidates for employment must pass a pre-employment drug screen and criminal records check. Certification as a Notary Public or ability to obtain within one year of date of hire. Ability and willingness to attend training as directed by supervisor. May be required to work in inclement weather in the event of declared state of emergency.

Please submit cover letter (Attn: Heather Harris), resume, and references (minimum of 3 and 2 must be professional) to payroll@newportnc.gov. Include subject line: Position and last name (ex. Customer Service Specialist - Smith).

Pay: $36,630.00 - $40,000.00 per year

Benefits:

• Professional development assistance

Work Location: In person

Salary : $36,630 - $40,000