Pay Range 12 Breakdown

Hourly (40 hrs.)$15.4227$23.1340
Hourly (42 hrs.)$14.6883$22.0324
Hourly (56 hrs.)$11.0162$16.5243

Customer Service Specialist

Range: $32,079.14 - $48,118.70 (12)
Position Number: 10012


JOB SUMMARY: The primary function of this position is technical analysis and output and developing and maintaining the training program for all Customer Service Representatives. Work is performed under the general supervision of the Customer Service Supervisor.

MAJOR DUTIES:                                                                                                                     Create, publish and update annually a Training Manual for Customer Service Representatives;

Train new Customer Service Representatives;

Function as the Division’s Payroll Clerk when entering, reviewing and answering questions related to bi-weekly payroll;

Supervise college interns;

Create procedures for integrating newly adopted telecommunication and computer software programs and systems into the current operations;

Oversee training for all Billing, Collections and Customer Service staff on newly adopted telecommunication and computer software programs and systems;

Maintain current knowledge and expertise of adopted telecommunication and computer software programs and systems;

Provide back-up to the lead for debt set-off program;

Provide payment plan back-up to the Credit Customer Service Representative;

Generate and mail all first notices;

Coordinate training and implementation of the Automated Meter Infrastructure (AMI) technology;

Other projects and duties as assigned.

PHYSICAL DEMANDS: The work is typically performed while sitting at a desk. Sufficient personal mobility, flexibility, and physical reflexes, with or without reasonable accommodation, which permits the employee to lift up to 20 pounds, to sit and work at a keyboard for an extended period of time. The work is typically performed in an office.

SUPERVISORY CONTROLS: The Customer Service Specialist assigns work in terms of general instructions. The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the final results.

GUIDELINES: Guidelines include department standard operating procedures, North Carolina General Statutes, Customer Service Policy Manual, and relevant city, state, and federal codes, laws, and regulations. These guidelines are generally clear and specific but may require some interpretation in application.

COMPLEXITY: The work consists primarily of related customer service duties. Uncooperative customers contribute to the complexity of the position. The position additionally requires the ability to understand basic technology terms and processes.

PERSONAL CONTACTS: Contacts are typically with co-workers, other city employees, and the general public.

PURPOSE OF CONTACTS: Contacts are typically to give or exchange information, resolve problems, and provide services.

Knowledge and level of competency commonly associated with the completion of a high school diploma, Associate’s degree is preferred.
Experience sufficient to thoroughly understand the technical objectives and functions within the division, usually interpreted to require three or more years of related experience.
Minimum reasoning ability associated with this classification with ability to apply logical thinking to work tasks and practical situations and requests made by Supervisor; good judgment is important.
Ability to use arithmetic to work with payroll and other job functions.
Ability to read and comprehend manuals, instructions, directions, report information, records and various other documents relating to this position.
Possession of, or ability to, readily obtain a valid driver's license issued by the State of North Carolina for the type of vehicle or equipment operated.
Skill in the training of personnel and working in a team environment.
Knowledge of departmental and city policies and procedures.
Interpersonal communication skills.
Skill in the operation of standard office equipment, computers and computerized accounting software.

Created 07/13