JOB SUMMARY:  This position performs customer service duties.

Assists customers with the completion of service request forms; receives applications for service transfers; obtains customer information necessary to connect utility services; interviews new customers to determine type of service requested; completes work orders.

Processes payments, makes deposits, and balances cash drawer.

Answers customer inquiries concerning service and billing procedures; explains charges; assists customers who protest billing; orders meter testing; sets up payment contracts for past-due accounts.

Prepares service on and off orders for technicians; orders re-reads and makes adjustments accordingly.

Updates and maintains files.

Runs morning reports in absence of Customer Service Coordinator.

Assists customers with the completion of privilege license applications.

Answers office telephone and directs calls accordingly.

Assists in interviewing and training new personnel.

Performs other related duties as assigned.

Knowledge of modern office principles and practices.

Knowledge of department and city policies and procedures and federal, state, and local laws and regulations.

Skill in the operation of computers and other standard office equipment.

Skill in planning, organization, and decision making.

Skill in oral and written communication.

SUPERVISORY CONTROLS:  The Customer Service Coordinator assigns work in terms of general instructions.  The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the final results.

GUIDELINES:  Guidelines include department standard operating procedures, North Carolina General Statutes, Customer Service Policy Manual, and relevant city, state, and federal codes, laws, and regulations.  These guidelines are generally clear and specific but may require some interpretation in application.

COMPLEXITY:  The work consists of related technical customer service duties.  Uncooperative customers contribute to the complexity of the position.

SCOPE AND EFFECT:  The purpose of this position is to perform customer service duties.  Successful performance results in satisfied customers.

PERSONAL CONTACTS:  Contacts are typically with co-workers, other city employees, and the general public.

PURPOSE OF CONTACTS:  Contacts are typically to give or exchange information, resolve problems, and provide services.

PHYSICAL DEMANDS:  The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, stooping, or walking.

WORK ENVIRONMENT:  The work is typically performed in an office.

SUPERVISORY AND MANAGEMENT RESPONSIBILITY:  None.

Ability to read, write and perform mathematical calculations at a level commonly associated with the completion of high school or equivalent.

Experience sufficient to thoroughly understand the work of subordinate positions to be able to answer questions and resolve problems, usually associated with one to three years experience or service.

Ability to be bonded.