Senior Customer Service Lead & Billing Coach

City of Raleigh; United States; Hybrid; USD 52,000 - 68,000; Full time

Benefits offered by this job

Free parking

Hybrid remote work after 6 months

Excellent benefits and retirement

Job summary

The City of Raleigh is seeking a Senior Customer Service Representative to provide advanced support for Raleigh Water's 200,000+ customers and serve as peer coach for the CSR team. This role handles complex billing inquiries, escalated issues, and specialized account management, with rotating on-call coverage for after-hours emergencies and premium pay.

Regular hours are Monday - Friday, 8:15 am-5:15 pm. Raleigh Water serves 600,000 people across seven municipalities; this position may qualify

Qualifications

• 6+ months of training beyond high school in Customer Service, Business, or related field.
• 1 to 3 years' experience in customer service, payment processing, finance administration, revenue management, or related field
• Any equivalent combination of training and/or experience that provides the required knowledge, skills and abilities may be substituted

Responsibilities

• Handle complex and escalated customer billing inquiries and service issues
• Provide peer coaching and informal mentoring to CSR team members
• Research and resolve account discrepancies requiring specialized knowledge
• Serve periodic on-call coverage for after-hours customer emergencies
• Assist with quality assurance and process improvement initiatives
• Compile data and perform analysis on account issues and service trends
• Coordinate with other departments to resolve multi-faceted customer concerns
• Serve rotating on-call coverage for after-hours customer emergencies (approximately monthly, with premium pay)

Skills

Customer service

Coaching

Communication

Problem solving

Education

Postsecondary training in Customer Service

Tools

CRM software

Billing systems

Job description

The City of Raleigh is seeking a Senior Customer Service Representative to provide advanced support for Raleigh Water's 200,000+ customers and serve as peer coach for the CSR team. This role handles complex billing inquiries, escalated issues, and specialized account management, with rotating on-call coverage for after-hours emergencies and premium pay.

Regular hours are Monday - Friday, 8:15 am-5:15 pm. Raleigh Water serves 600,000 people across seven municipalities; this position may qualify