Customer Service Representative

Norwood; Washington; On-site; USD 28,000 - 31,000; Full time

Job summary

Norwood Light Department in Norwood, MA is seeking a Customer Service Representative to manage daily billing operations and customer interactions across phone, email, and online channels. The role requires accurate data entry, strong customer service, and familiarity with MS Office tools.

The position is full-time with a permanent schedule (Tue-Sat 7:30am–4:00pm) and a training period (Mon-Fri 7:30am–4:00pm). Salary range listed, with benefits as per municipal policies.

Qualifications

• Data entry and retrieval experience with basic accounting concepts.
• One to three years of related experience or equivalent education/experience.
• Solid understanding of video streaming services and customer problem solving.

Responsibilities

• Handle billing operations, payments, account maintenance, adjustments and refunds.
• Assist customers via phone, email and online channels with billing inquiries.
• Respond to questions, review customer histories and provide solutions.
• Run reports and assist with monthly/annual departmental reports.
• Provide basic troubleshooting for broadband services to customers.
• Support department accounting functions and maintain tax-exemption files.

Skills

Data entry

Customer service

MS Office

Bilingual

Education

High school diploma

Tools

Outlook

Word

Excel

PowerPoint

Teams

Office 365

Job description

Title:Customer Service RepresentativeDepartment:Norwood Light Department 136 Access Road, Norwood MA 02062Status:FLSA Non-Exempt, Light Department Union, 40 hours per weekHours: Permanent shift: Tuesday through Saturday 7:30am – 4:00pmTemporary shift (training): Monday through Friday 7:30am – 4:00pmSalary: FY27, Grade S7A $28.383 - $31.1984 for steps 1-3 (salary range exceeds hiring range)

General Summary

: Under the general supervision of the Director of Business Operations and the Business Manager, responsible for all day-to-day computer operations, processing, and customer service activities.

Essential Job Functions

• Adheres to schedules for billing operations, processing payments, account maintenance, cut-ins, cutouts, adjustments and refunds.
• Performs training on a periodic basis.
• Works directly and extensively with the public to resolve billing inquiries and service-related issues through phone, email and online channels.
• Answers questions and solves problems on bills or in computer files, checks customer histories, troubleshoots questions and customer issues to determine corrective action.
• Runs and checks reports, notices and bills as directed by the Director or Business Manager, including daily, monthly, annual and other analytical reports.
• Provides customers with basic troubleshooting alternatives established by the Broadband Supervisors.
• Assists with the accounting functions of the Department financial records.
• Maintains delinquent customer lists. Sends reminder and shutoff notices. Negotiates payment arrangements with customers who are behind in payments.
• Maintains accurate records and files supporting tax exemptions and charges for commercial customers.
• Assists Director and Business Manager in preparing lien list information for the Treasurer and Collector.
• Assists in the preparation of various monthly and annual reports, including DPU, DTC, etc. as requested by the Director and/or Business Manager.
• Responds to both general and technical nature broadband customers service questions and problems.
• Responds to inquiries relating to CATV, Internet and phone services while servicing electric or water billing customers.
• Receives and processes utility payments.
• Promotes and maintains positive community relations.
• Covers business office responsibilities during breaks, vacations and sick leave.Works flexible hours, as required.
• Performs other related duties as required.
• Knowledge of computerized data entry and retrieval, accounting principles, and strong customer service skills equivalent to completion of a high school diploma.
• Specialized training and one to three years of related experience, or equivalent combination of education and experience.
• Solid understanding of video streaming services and ability to demonstrate functionality to customers including setup, navigation and troubleshooting.
• Exceptional computer skills/experience including MS Office products (Outlook, Word, Excel, PowerPoint), messaging applications (Teams) and file sharing (Office 365).
• Ability to perform detailed work accurately and efficiently within deadlines.
• Extensive public relations knowledge and skills required in both telephone and personal contact with both the public and other employees.
• Bilingual (English/Spanish or English/Portuguese) helpful.

*This posting is not meant to be inclusive of all job duties or qualification requirements. Complete job description is available by emailing [e-mail].

The Town of Norwood is an equal opportunity employer. M/F/D/V and does not discriminate based on race, creed, gender, national origin, age, disability, marital or veteran status, sexual preference or any other legally protected statu s. Posted on October 9, 2026.