Utility Customer Service Specialist

An employee in this class performs a variety of customer service, cash collection, recordkeeping, and clerical work in support of the utility accounts function in the Utilities Department. Work includes serving as the initial source of citizen contact for utility accounts and assisting customers with account questions by telephone and in person; researching and responding to a variety of questions regarding new services, accounts, bills, due dates, and other customer concerns; receiving payments for utility bills including cash, check and credit card payments and issuing receipts; processing and recording payments received; processing new utility service applications and setting up new accounts; notifying customers of possible meter consumption; preparing utility meter check orders, meter taps, and disconnect service orders; preparing cutoff list; assisting meter readers in finding the location of the meter using GIS; entering computerized data on utility accounts; performing daily balancing cash drawers and preparing deposits; assisting with the billing process; and performing records retention, filing and scanning. Work involves heavy public contact and coordination with field and other department staff. Work involves attention to detail, accuracy, and knowledge of department policies and procedures. Considerable tact, diplomacy, and courtesy are required in public contact functions. Starting Salary $38,952

Examples of Job Duties

Actively listens and acknowledges each customers concerns, maintains an open mind avoiding assumptions or judgements; asks appropriate questions to thoroughly understand the details and unique circumstances of each situation; evaluates alternatives and offers multiple solutions when possible to resolve issues; and de-escalate emotional contact between the department and its customers to provide a positive customer experience.

Establishes and maintains utility accounts and accurately updates all account information, remarks, notes and comments.

Assists customers with understanding billed water and/or sewer charges and credits, and educates customers in the use of all payment options.

Collects payments of miscellaneous fees and applies to appropriate accounts in compliance with cash handling procedures.

Prepares, distributes, and completes work orders, including meter installations, new services, start/stop services, disconnection and reconnection of services, and investigations.

Interprets and applies all applicable statutes, ordinances, policies and procedures.

Reviews meter readings, billing journals, and customer accounts to investigate anomalies such as abnormally high or low usage. Uploads and retrieves information on handheld meter reading devices. Prepares and distributes work orders for meter reading verifications, investigations, and audits.

Promptly responds to customer inquiries, and provides information to customers and the general public in a professional manner through various channels of communication.

Conducts special assignments or assists with special projects as assigned; revises/updates various manuals, regulations, and program documentation as assigned.

Provides assistance to other employees or departments as needed.

Performs Other Related Duties As Required.

Knowledge, Skills, and Abilities

Considerable knowledge of the County’s utility customer service policies, procedures, and processes in handling customer service issues and concerns.

Considerable knowledge of basic mathematical computations, grammar, and vocabulary.

Working knowledge of standard operating practices involved in modern office operation, cash receipting, automated balancing techniques and procedures, and equipment.

Working knowledge of the application of information technology to the work and application to collections and account maintenance.

Working knowledge and understanding of the various utility and water rates and schedules.

Skill in collaborative conflict resolution and customer contact.

Ability to explain rules and regulations concerning applications and charges for utilities and water services.

Ability to make minor administrative decisions in accordance with established rules, regulations, ordinances, policies, procedures, and laws.

Ability to process and complete necessary records, reports, and other paperwork to provide quick and efficient customer service.

Ability to deal with customers with tact and courtesy and maintain control in sensitive and difficult situations.

Ability to develop and maintain effective working relationships with customers, employees, and the general public.

Ability to operate a calculator, computer terminal, typewriter, cash register, and related office equipment quickly and accurately.

Ability to communicate effectively in oral and written forms.

Ability to work with information requiring attention to detail and accuracy in data entry.

Ability to work in a busy office environment and with frequent interruptions.

Qualifications

Graduation from high school and experience in customer service work and work using a computer, preferably in a public utility or collections function, or an equivalent combination of education and experience.

Stanly County is an equal-opportunity employer

STANLY COUNTY BENEFITS (Full-time Employees)

Employees accrue sick and vacation time each paycheck.

Stanly County observes twelve (12) holidays. New Year’s Day, Martin Luther King Jr. Birthday, Good Friday, Memorial Day, Independence Day, Labor Day, Veteran’s Day, Thanksgiving (Thursday and Friday), Christmas (3 days).

Employees receive one (1) personal day per year.

Insurance Benefits

Stanly County provides health & vision insurance with Blue Cross and Blue Shield of North Carolina. Our plan is a PPO, 80/20, with a $1000 deductible. Teledoc is offered through our insurance for a $10 co-pay per visit. Primary care visit is a $40 co-payment. Specialist is $50 co-pay. One free eye exam per year. The insurance coverage is FREE to full-time employees.

Dental Coverage is with Guardian dental insurance and is FREE to full-time employees.

Other volunteer insurance benefits include: Flexible Spending Program, Life Insurance, Cancer, Accident, and Disability policies.

Stanly County offers an employee health clinic. Our on-site Advance Practice Provider will see employees and dependents covered on our county insurance plan free of charge. This service does not replace your primary healthcare providers but augments their care.

As a wellness benefit, employees have the option of joining the Stanly County YMCA. The County will pay half of the employee’s membership.

Employee Assistant Program is offered through Atrium Health. Each employee will receive up to six (6) free sessions on a rolling year. Dependent children and/or spouse may also use the sessions.

Retirement

Stanly County Employees will be a member of the N. C. Local Government Employees’ Retirement System. Stanly County is required to withhold six percent (6%) from each paycheck and deposit it into the retirement system. The County also contributes to the plan. You are vested at five years as a contributing member. After one year of contributing membership in the system, a death benefit is available if you die while still in active service or within 180 days of your last day of service.

NC 401(k) (Supplemental Retirement Plan)

Employees can contribute to the Empower 401(k) plan upon hire. If the employee contributes at least one percent (1%), Stanly County will match one percent (1%).

Additionally, employees may make additional contributions through the following options: 457 Deferred Compensation Plan and Roth Plan Option.

Longevity

Longevity pay is earned after three (3) years of continuous Local Government retirement benefited service working with Stanly County government.

Longevity Bonus

3 years but less than 5 years $300

5 years but less than 10 years $600

10 years but less than 15 years $900

15 years but less than 20 years $1,200

20 years or more $1,500