About the Department

Primary Reason Why Classification Exists
To perform customer service, clerical, and municipal utility billing

Position Duties

Processes customer requests for new services, transfers, extensions, and disconnections; prepares cut-off lists
Receives payments from customers in person or through the mail; verifies checks for errors, issues receipts, and enters payments into collection system
Determines deposit amounts for new service; processes necessary paperwork
Prepares letters, memoranda, and reports using word processing software
Encourages payment on delinquent accounts; issues cut-off notices and contacts utility divisions about cut-off notices
Collects business and privilege licenses and other municipal fees and fines
Maintains files and records
Prepares bank deposit slips; records funds collected; secures and balances cash drawers; breaks down payments
Processes returned checks; completes utility connect and disconnect work orders
Prepares and mails correspondence to customers who submitted inaccurate payments; advises of actions to be taken to ensure correct payments
Contacts other utility departments and advises of new utility service or cut-offs initiated
Contacts customers regarding service issues; explains policies and procedures and resolves customer problems and complaints using established procedures
Provides billing and collections information to citizens and businesses; refers customers to supervisory personnel if not resolved
Prepares service orders for the various Public Works & Utilities divisions including electric, water, sewer, sanitation, and street maintenance
Issues letters of credit; establishes bank drafts and commercial accounts
Researches incorrect bills; writes adjustment sheets
Updates customer files; may include Medical Alert List
Checks efficiency of completed work orders and deposit refund eligibility
Performs back-up duties for other positions as necessary
Performs related duties as required

Minimum Qualifications

Knowledge of standard office practices, techniques, procedures, equipment, and billing terminology
Knowledge of Microsoft Office products such as Word and Excel
Knowledge of commonly accepted practices of records management
Knowledge of municipal billing and collection policies and procedures
General knowledge of utility billing policies and procedures
Knowledge of effective oral and written communication techniques when communicating with customers, coworkers, and others
Ability to understand and follow oral and written directions
Ability to perform detailed mathematical computations with speed and accuracy; using cash register, calculator, and computer terminal
Ability to identify errors in billing and balance accounts
Ability to establish rapport and communicate effectively with customers, co-workers, supervisors, and the general public
Ability to perform detailed clerical and bookkeeping record work and provide clerical support to other clerical personnel in other departments
Ability to operate and balance a cash drawer on a daily basis
Ability to communicate municipal billing and collections policies and procedures
Ability to remain calm when interacting with customers who are angry or argumentative
Skill in the use of office computers, printers, and related equipment and software applications

Other Qualifications

Physical Requirements
This work is primarily sedentary requiring the exertion of up to 10 pounds of force occasionally to move objects and a negligible amount of force frequently or constantly to move objects. Work requires manual dexterity such as fingering, grasping, and repetitive motions including operating a computer keyboard. Vocal communication is required to express or exchange information. Hearing is required to perceive information at normal spoken word levels either in person or over the phone. Visual acuity is required to prepare and analyze written or computer data, operation of machines, determine the accuracy and thoroughness of work, and observe general surroundings and activities

Education and Experience
Graduation from high school or GED equivalency and 2 - 3 years of customer service work; an Associate's degree in accounting or similar career field is desired

Special Requirements

Proficiency in the use of work processing and spreadsheet software
Must be able to be bonded
May require a valid North Carolina driver’s license

Benefits

: Please visit our employee benefits page to learn more about benefits offered at the City of Newton.

Supplemental Questions

Number of years of experience in a Customer Service position?

0 - 2 years
3 - 5 years
5 - 7 years
7+ years

Number of years of experience processing customer service transactions in a computerized environment?

0 - 2 years
3 - 5 years
5 - 7 years
7+ years

Number of years of experience in a customer service position in a city's utility department?

0 - 2 years
3 - 5 years
5 - 7 years
7+ years

Number of years of experience using a multi-line phone system?

0 - 2 years
2 - 4 years
4 - 6 years
6+ years

On a scale of 1 - 5, with one being beginner level and 5 being expert level, rate your skill using Microsoft Excel.

On a scale of 1 - 5, with one being beginner level and 5 being expert level, rate your skill using Microsoft Word.

Required Question

Agency Information

Employer: City of Newton
Address: 401 N Main Ave

Newton, North Carolina, 28658
Phone: (828) 695-4304
Website: http://www.newtonnc.gov

Customer Service Representative