Hybrid Customer Service Representative bei Town of Wake Forest, NC

About the Department

The Role

Customer Service Representative

The Opportunity – Serve as a compassionate and solution-driven customer service professional by delivering positive experiences to our customers.  We are looking for a team-oriented individual to become a part of in our fast-paced Utility Billing and Collections Department

Employee Values:  Employees of the Town of Wake Forest are expected to uphold and exhibit the Town’s shared employee values of caring, commitment, character, and collaboration. 
 

Position Duties

The Mission (and the Fun!)

Things you will do daily:

• Collects and posts a variety of revenues at the counter.
• Take payments for the City of Raleigh 
• Balances two cash drawers without error.
• Answers customer concerns/inquiries in person, on the phone, via e-mail and/or U.S. email.
• Posts the U.S. mail and the payment drop boxes.
• Handles returned checks; sends letters, notes accounts and makes adjustments
• Assists customers with making payments and with other issues; assists customers logging into their pre-pay accounts and resets passwords.
• Process online customer requests such as setting up electric accounts, closing electric accounts, extension requests etc.

Things you will do frequently:

• Audits electric accounts.
• Coordinates with the Utility Accounts Supervisor along with electric crew cutting on and cutting off electric services to customers.
• Enrolls customers in town programs such as equal payment plan, landlord agreements etc. 
• Refers non-routine or escalated issues to supervisor for advice and/or consultation.
• Close out customer accounts by applying deposits to electric and processing additional billing or refund.
• Fill in for the receptionist as needed.
• Assists when needed in the debt set-off program.
• Handles special projects as assigned.
• Handles extension cut-offs.
• Processes pledges from outside agencies. 

Things you will do occasionally:

• Prepares special documents for customers as requested.
• Researches and prepares special reports for management as requested.
• Performs other related duties as required.

Minimum Qualifications

Who You Are:

You enjoy working and collaborating as part of a team.  

You are passionate about delivering excellent customer service with heavy public contact

You have a working knowledge of utility billing and computer operations

Someone successful in this role will have graduated High School, supplemented by courses in business or accounting

To be successful you should know how to operate a calculator, computer terminal, cash register, and related office equipment

Other Qualifications

Total Rewards:

With excellent schools, safe neighborhoods, and a strong sense of community, Wake Forest is an ideal place to raise a family or launch your next chapter.  We offer a full suite of benefits to our full-time employees to include:

Participation in the NC Retirement Pension.  Once vested, the pension system pays retirees a stable, monthly income.  For Life!  

Employer-sponsored 401(k) contributions that require no employee match!

Health, dental, vision, and life insurance.  

Paid time off in the form of paid Holidays, Sick Leave, and Vacation Leave.  

We are a family-friendly employer offering Volunteer leave, paid parental leave, and Paid elder care leave.  

The Town supports employee growth and development through a number of onsite leadership development opportunities.

Ready to Join Us?

Don’t wait, submit your application today!

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