Facility Customer Care Agent

Job Title

Performs intermediate skilled administrative support work opening and closing utility accounts, preparing utility bills, receiving and processing payment, assisting customers, maintaining files and records, and related work as apparent or assigned. Work is performed under the moderate supervision of the Customer Service Manager and Customer Service Payment Supervisor.

Essential Functions

• Assists customers in person, over the telephone, or by email; directs calls to appropriate department.
• Opens, maintains, and closes customer accounts.
• Responds to and follows up on customer inquiries; troubleshoots utility problems that affect usage and payment issues.
• Receives and processes payments for utility accounts, deposits, miscellaneous fees and services related to utilities and other City departments; monitors wire payments via online banking.
• Monitors meter reading data, analyzes consumption, determines necessary rereads, and prepares for billing process.
• Enters and maintains meters and services on accounts.
• Enters a variety of data into the computer; maintain files and records using financial and customer services software, banking information, and other resources.
• Issues work orders for crew members; responds to emergency calls and dispatches appropriate personnel.
• Balances cash drawer and prepares daily bank deposit; orders currency and coins as needed for daily operations.

Typical Qualifications

• High school diploma or GED and minimal experience in accounting, bookkeeping, and cash handling, or equivalent combination of education and experience.
• Obtain CPR and first aid certification within one year of hire.
• General knowledge of utility billing terminology, methods, procedures, and equipment; general knowledge of standard office procedures, practices, and equipment; skill in the use of personal computers, associated software packages, hardware, and peripheral equipment; ability to understand and follow oral and written directions; ability to perform mathematical computations with speed and accuracy; ability to type accurately at a reasonable rate of speed; ability to establish and maintain effective working relationships with associates, customers, outside agencies, financial institutions, property owners, and the general public.

Physical Demands

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions. This work requires the frequent exertion of up to 10 pounds of force; work regularly requires sitting, speaking or hearing, using hands to finger, handle or feel, reaching with hands and arms and repetitive motions and occasionally requires standing, walking, tasting or smelling and pushing or pulling; work has standard vision requirements; vocal communication is required for expressing or exchanging ideas by means of the spoken word and conveying detailed or important instructions to others accurately, loudly or quickly; hearing is required to perceive information at normal spoken word levels and to receive detailed information through oral communications and/or to make fine distinctions in sound; work requires preparing and analyzing written or computer data and observing general surroundings and activities; work has no exposure to environmental conditions; work is generally in a moderately noisy location (e.g. business office, light traffic).

This full-time position qualifies for benefits, which include; Health, Dental, Vision, Disability, Life Insurance, 401k and NC Retirement.