Customer Service Agent I - City Utility Support

City of High Point; High Point (NC); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Guaranteed life-long pension after 5y

401K and 457B plans

PTO in first year

13 paid holidays

Job summary

The City of High Point is hiring a Customer Service Representative to deliver exceptional customer service in the phone center and walk-in areas, handling utility billing inquiries, account management, and payments. Required qualifications include a High School Diploma or GED, at least 1 year in a call center or customer service role, a valid driver’s license, and proficiency with Microsoft Office.

The job location is 211 S Hamilton St, High Point, NC, and the role may require some evenings or

Qualifications

• High School Diploma or GED.
• Minimum of 1 year of experience working in a call center or customer service role, excluding food service and retail.
• Valid driver’s license
• Proficiency with Microsoft Office, including Word, Excel, and Outlook
• Willingness to work during inclement weather or City emergencies, including nights and weekends

Responsibilities

• Deliver exceptional customer service in both phone center and walk-in area environments.
• Assist customers in establishing new service accounts, closing or transferring existing accounts, and addressing utility billing inquiries.
• Analyze customer payment histories, balances, and potential for future payments to create appropriate payment arrangements.
• Issue work orders to various City departments in response to customer requests or issues.
• Process payments for utility accounts and miscellaneous transactions.
• Operate computers, phones, and internal PC applications to efficiently document interactions and complete tasks.
• Manage a high volume of phone calls, answering between 100-120 calls per day, while maintaining quality metrics and telephone statistics.
• Resolve customer issues professionally and de-escalate matters in a calm manner.
• Operate calculators and standard office equipment to maintain records.
• Ensure all work is performed in compliance with OSHA and City Safety Standards and Policies.
• Participates in special projects and other duties as assigned.

Skills

Microsoft Office Suite

Call center experience

Customer service

Education

High School Diploma or GED

Job description

The City of High Point is hiring a Customer Service Representative to deliver exceptional customer service in the phone center and walk-in areas, handling utility billing inquiries, account management, and payments. Required qualifications include a High School Diploma or GED, at least 1 year in a call center or customer service role, a valid driver’s license, and proficiency with Microsoft Office.

The job location is 211 S Hamilton St, High Point, NC, and the role may require some evenings or