Pay Range 10 Breakdown
|Hourly (40 hrs.)||$13.9722||$20.9583|
|Hourly (42 hrs.)||$13.3068||$19.9602|
|Hourly (56 hrs.)||$9.9801||$14.9702|
Customer Service Technician II
Range: $29,062.11 - $43,593.16 (10)
Position Number: 1277
JOB TITLE: LEAD CUSTOMER SERVICE TECHNICIAN
JOB SUMMARY: This position performs technical customer service duties in support of the collection functions of the department.
Connects and disconnects electric, gas, and water utilities for residential and commercial customers; lights pilots on gas appliances.
Disconnects utilities of non-payment.
Distribute door hangers to residential customer for failure to pay; delivers letters to commercial customers.
Responds to customer complaints; checks meters.
Prints daily work orders.
Maintains adequate supplies in vehicle; receives materials from warehouse.
Schedules on call duties and vacations for personnel.
Prepares annual budget requests.
Performs other related duties as assigned.
KNOWLEDGE REQUIRED BY THE POSITION:
Knowledge of the operations of utility meters.
Knowledge of basic electrical systems.
Knowledge of gas appliance safety procedures and controls.
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 Credit Supervisor 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. Inclement weather conditions contribute to the complexity of the position.
SCOPE AND EFFECT: The purpose of this position is to perform technical 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 intermittently sitting, standing, stooping, bending, or crouching. The employee frequently lifts light and occasionally heavy objects and must distinguish between shades of color.
WORK ENVIRONMENT: The work is typically performed in an office and outdoors, occasionally in cold or inclement weather. The employee may be exposed to dust and dirt.
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.
Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for one to two years.
Ability to be bonded.