Job description

2/24/22, 10:25 AM Job Bulletin

TOWN OF HILLSBOROUGH
invites applications for the position of:

Customer Service Representative

SALARY: $39,597.00 - $63,355.00 Annually

OPENING DATE: 12/9/2022

CLOSING DATE: 1/8/2023 11:59 PM

ABOUT THE POSITION:

The purpose of this classification is to provide exceptional customer service, collect and post utility payments, and to create and complete work orders for customers' utility services.

All applications must be submitted online at: https://www.governmentjobs.com/careers/hillsboroughnc

JOB DUTIES:

ESSENTIAL JOB FUNCTIONS
The following duties are representative of this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

• Collects and posts payments from utility customers
• Reconciles cash drawers daily to cash collections receipt report
• Counts monies, totals checks and credit card receipts; ensures checks are filled out and properly endorsed; prepares daily bank deposits and communicates with customers about non-sufficient funds checks.
• Enters payments for other miscellaneous fees associated with the town including park rentals, planning, zoning, fire inspections, parking tickets, etc.
• Opens, matches, and stamps mail payments.
• Assists customers in establishing new accounts and/or transferring accounts including filling out applications, verifying and photocopying ID and lease agreements (if applicable), entering bank draft (ACH) information, setting up accounts, and collecting fees before creating the service order.
• Prepares utility activation and deactivation service orders, door hangers, leak checks, and other utility service orders.
• Prints transaction histories, credit references, and consumption histories when requested by customers.
• Enters agreements and/or vouchers into the system when agreements are received; communicates with the Department of Social Services or the party that made agreement to ensure payment is received in sufficient time.
• Collects past due bills from customers; communicates with meter readers to have customer's service reinstated as needed.
• Assists customers with billing questions by phone, email and/or in person; provides customers with information such as account balances, usage history, transaction history, meter readings and dates, possible leaks, etc.
• Enters and/or updates customer information in utility billing system.
• Posts deposits and connections fees to new accounts.
• Creates bulk water accounts receivable invoices, as needed, in billing system.
• Communicates with meter readers and utility crews via phone and radio regarding services and/or service orders, including recording the customers first or last meter reads in the system and file them accordingly.
• Obtains information for monthly departmental report.
• Files and maintains billing and collection records.
• Assists supervisor(s) with various projects.
• Performs other related duties as required.

POSITION QUALIFICATIONS:

Education and Experience:

• Requires a High School Diploma and/or GED and 2 years of related experience; or any equivalent combination of training and experience.

Licensure, Certification, and Specialized Training:

• NC Driver's License

Working Conditions and Physical Requirements:

• Must be physically able to operate small hand tools, and a variety of automated office machines.
• Must be able to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Must be able to lift and/or carry weights of up to 20 pounds.
• Sedentary work involves sitting most of the time, but may involve walking or standing for periods of time.

SUPPLEMENTAL INFORMATION:

Knowledge, Skills, and Abilities:
Knowledge:

• Methods, procedures and policies of the department as they as they pertain to the performance of duties, including town code, employee handbook, policy and procedure manuals, NC General Statutes and other codes/laws/regulations, publications and reference texts, etc.
• Functions and interrelationships of town and other governmental agencies.
• Concepts and principles of business as relates to the specific duties of the job.

Skills:

• Bookkeeping, data processing, organizational and interpersonal skills.
• Customer service principals in an office setting.
• Mathematical ability to handle required calculations.
• Use and maintain a variety of office equipment including calculator, computer, printer, shredder, postage machine, two-way radio, intercom, credit card machine, copier, fax machine, telephone, and any other equipment as necessary to complete essential functions.
• Familiar with use of word processing, spreadsheet, database, and utility software, such as Microsoft Office, O365, Tyler/ERP Pro-10, SmartFusion, etc.

Abilities:

• Produce quality work, which requires constant attention to detail.
• Assemble information and make written reports and records in a concise, clear and effective manner.
• Offer assistance to co-workers and employees of other departments as required.
• Plan, organize and prioritize daily assignments and work activities.
• Establish and maintain effective working relationships with other employees, business owners, vendors and the general public.
• React calmly and quickly in emergency situations.

Job Type: Full-time

Pay: $39,597.00 - $63,355.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Preferred)

Work Location: One location

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