DESCRIPTION OF WORK

DEPARTMENT: Business and Collections Services Department, City of Rocky Mount
To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description that can be identified as other duties as assigned, which may be reasonably considered to be incidental in the performance of their duties just as though they were actually written out in this job description.
JOB SUMMARY
Responsible for assisting customers by telephone and/or in person to resolve customer service-related issues in a timely manner. Process service order requests to connect, disconnect, transfer, computes deposits, and investigate utility services for residential and commercial customers according to City policy.

JOB REQUIREMENTS

• Assists customers in person and by telephone to resolve issues related to customer service requests in a timely manner; records and processes service requests; refers customers to appropriate personnel as needed.
• Issues service order requests to connect, disconnect, transfer, computes deposits, and investigate utility services for residential and commercial customers according to City policy.
• Evaluates and establishes payment arrangements for customers with outstanding balances based on City policies.
• Research and answers questions and aids concerning utility bills, property tax, assessments, and miscellaneous invoices; corrects or adjusts utility bills due to incorrect meter readings, billing errors, or equipment failure.
• Reviews utility accounts to ensure that customers are paying in a satisfactory manner; provides customers with courtesy notifications regarding late payments, and request discontinuance of service if warranted.
• Researches and analyzes account transactions and billing histories.
• Performs other related duties as assigned.

MINIMUM QUALIFICATIONS

Education and Experience:

• High school diploma or equivalent.
• One (1) years' experience in a related field of work.
• Or an equivalent combination of education and experience.

• None

KNOWLEDGE, SKILLS AND ABILITIES REQUIREMENTS

• Knowledge of utility rates, assistance programs, consumption, and fees.
• Knowledge of job-related computer operations.
• Knowledge of customer service principles.
• Knowledge of generally accepted accounting principles and mathematical calculations.
• Knowledge of accountability principles and the ability to be able to accept positive as well as constructive feedback.
• Skill in analyzing problems and identifying solutions.
• Skill in active and reflective listening
• Skill in preparing clear and accurate reports.
• Skill in establishing cooperative and productive working relationships.
• Skill in setting priorities for competing projects.
• Skill in operating computers and other standard office equipment.
• Skill in interpersonal relations.
• Skills in oral and written communication.
• Ability to incorporate policy and practices into daily customer interactions.
• Ability to maintain confidentiality and set boundaries.
• Ability to work in a team setting to establish goals.

• None

• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction.
• Ability to receive detailed information through oral communication.
• Mental Acuity: Ability to make rational decisions through sound logic and deductive processes.
• Speaking: Expressing or exchanging ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely.
• Sitting: Particularly for sustained periods of time.
• Talking: Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Visual Acuity: Have close visual acuity to perform an activity like preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading. Visual Acuity to determine the accuracy, neatness, and thoroughness of the work areas.
• Walking: Moving about on foot to accomplish tasks from one work area to another

Full time jobs are provided Benefits.
Benefit information can be found on the City's websiteServices HR Employee Benefits - Rocky Mount NC.