Customer Service Rep I — Walk‑In & Phone Support

City of High Point; United States; On-site; USD 27,000 - 34,000; Full time

Benefits offered by this job

Lifelong pension

401K/457B Retirement Plans

PTO first year

13 Paid Holidays per year

Tuition reimbursement

Medical, dental, and vision plans

Job summary

The City of High Point is seeking a Customer Service Representative to support the call center and walk-in services at 211 S Hamilton St, High Point, NC. You will handle utility billing inquiries, process payments, and set up or transfer service accounts with professionalism and empathy.

The role requires at least 1 year in a call center or customer service role, a high school diploma or GED, and a valid driver's license.

Qualifications

• High School Diploma or GED required.
• At least 1 year of experience in a call center or customer service role.
• Valid driver's license.
• Proficiency with Microsoft Office (Word, Excel, 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.
• 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

Customer service

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

The City of High Point is seeking a Customer Service Representative to support the call center and walk-in services at 211 S Hamilton St, High Point, NC. You will handle utility billing inquiries, process payments, and set up or transfer service accounts with professionalism and empathy.

The role requires at least 1 year in a call center or customer service role, a high school diploma or GED, and a valid driver's license.