Pay Range 10 Breakdown

Hourly (40 hrs.)$13.9722$20.9583
Hourly (42 hrs.)$13.3068$19.9602
Hourly (56 hrs.)$9.9801$14.9702

Customer Service Representative II

Range: $29,062.11 - $43,593.16 (10)
Position Number: 1276


JOB SUMMARY:  This position performs customer service duties.

Assists customers with the completion of service request forms; receives applications for service transfers; obtains customer information necessary to connect utility services; interviews new customers to determine type of service requested; completes work orders.
Processes payments, makes deposits, and balances cash drawer.
Answers customer inquiries concerning service and billing procedures; explains charges; assists customers who protest billing; orders meter testing; sets up payment contracts for past-due accounts.
Prepares service on and off orders for technicians; orders re-reads and makes adjustments accordingly.
Updates and maintains files.
Train all new Customer Service Reps.
Perform random audits on present staff for assurance of adherence to procedures and protocols; monitoring and coaching proper phone/email etiquette; additional training on high bill complaints; provide knowledge on other areas of the division for efficiency purposes.
Rotate Customer Service Interns to introduce them to other areas; schedule Customer Service Interns.
Creation of a training reference manual.
Provide update recommendations to the Customer Service Policy and Procedures Manual to the Assistant Business Office Manager and Business Office Manager.
Provide supervisors with updates, particularly regarding areas needing improvement.
Fill-in at off-site locations as necessary (determined by staffing needs).
Assists customers with the completion of privilege license applications.
Performs other related duties as assigned.

Knowledge of modern office principles and practices.
Knowledge of department and city policies and procedures and federal, state, and local laws and regulations.
Skill in the operation of computers and other standard office equipment.
Skill in planning, organization, and decision making.
Skill in oral and written communication.

SUPERVISORY CONTROLS:  The Customer Service Supervisor 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 of related customer service duties.  Uncooperative customers contribute to the complexity of the position.

SCOPE AND EFFECT:  The purpose of this position is to perform customer service duties.  Successful performance results in satisfied customers.

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.

PHYSICAL DEMANDS:  The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, stooping, or walking.

WORK ENVIRONMENT:  The work is typically performed in an office.

Ability to read, write and perform mathematical calculations at a level commonly associated with the completion of high school or equivalent.
Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for one to two years.
Ability to be bonded.