Job DescriptionSUMMARY OF RESPONSIBILITIES: This class is responsible for providing engaging customer service in a professional manner to ensure the highest degree of customer satisfaction; must be able to maintain composure at all times while addressing high call volume. Responsibilities include, but are not limited to, receiving and processing routine customer inquiries, service orders and/or complaints about utility services; determining amount of deposit/fees required in accordance with established guidelines; establishing payment arrangements/plans and; issuing letters of credit, duplicate bills, and/or other pertinent documents; promoting new customer programs to enhance the customer experience; referring customers with credit problems to utility assistance organizations; issuing reconnects relative to special payment circumstances; providing backup to cashiers when necessary. FULL PERFORMANCE KNOWLEDGE, SKILLS, AND ABILITIES: Working knowledge of safety rules/regulations/ procedures, as appropriate; working knowledge of the services available, deposits, fees, and processes; working knowledge of the policies, procedures, and processes of the Public Works Commission in responding to customer's requests/concerns; working knowledge/understanding of the various utility rates and schedules; ability to explain rules/regulations about applications and charges for utility services; ability to assist with in person training of new employees; ability to accurately complete and process records/reports/other documents to provide quick, accurate and efficient customer service; ability to communicate effectively orally and in writing; ability to deal with customers with tact and maintain control in sensitive and difficult situations; ability to develop and maintain effective working relationships with customers, the general public, and all levels of employees. MINIMUM QUALIFICATIONS: Graduation from high school or possession of an equivalency diploma and a minimum of three (3) years office/business experience providing customer centricity. Good working knowledge of Microsoft Office required. GRADE 403 HOURLY NON EXEMPT $16.28 - $21.45
Fayetteville's Hometown Utility
06/18/2024
Fayetteville,NC