Senior Customer Accounts Representative - Albemarle : Job Details

Senior Customer Accounts Representative

Albemarle

Job Location : Rural Hall,NC, USA

Posted on : 2024-09-29T05:15:45Z

Job Description :

Performs responsible administrative support and fiscal work in support of the utility customer service and customer accounts functions and other customer services.

Skills, Experience, Qualifications, If you have the right match for this opportunity, then make sure to apply today.

Responsible for providing reception, customer service, administrative support, and accounts maintenance. Work involves answering the telephones, providing information on service inquiries, requests for services, and problem matters with electric, water and public services. Work includes processing initial information for providing services; researching and providing information on customer accounts; and assuring that feedback is given to the customer in a timely and professional manner. Work involves heavy public contact functions and coordination with field and other staff and departments within the City's organizational structure. Significant tact and diplomacy in working with customers are required in the work. Work includes contacts in person and by telephone and follows established policies and procedures. Unusual or difficult situations are referred to higher levels. Work is performed under regular supervision and is evaluated through observation, review of records and reports, and feedback from customers served.

  • Works with customers in person and by phone and email.
  • Meets with customers to set up new accounts or make changes; takes deposits; processes customer requests and generates work orders for new services, transfers, upgrades, and disconnections.
  • Answers inquiries and questions in person and by phone about services, due dates, accounts, bills, payments, credit, extensions, and other areas for customers.
  • Enters customer information into the database and prints out application or service work orders; schedules customer service meetings for field staff; assists customers with updating information on them in their files such as telephone number, addresses, name changes, and other identifying information.
  • Handles a variety of customer problems and complaints and follows established procedures for handling and resolving.
  • Checks on work orders, researches problems with accounts, and calls customers back on results and status.
  • Provides customers with extensions; prepares guarantor paperwork and notarizes it; negotiates payment terms and establishes payment plans with customers; involves higher authorities when necessary.
  • Mails monthly guarantor letters for late payers; prepares meter test letters; prints disconnection list work orders; prepares expired extension work orders; keeps work orders for re-reads and disconnections organized in books and changes out monthly.
  • Sets up, changes and/or deletes bank drafts; obtains voided check and signed form; tracks monthly and manual deposit refunds.
  • Assists field staff with information needs various administrative tasks in person, by phone and by radio.
  • Researches customer accounts and credit histories for new accounts and re-connections; tracks customers from one address to another and makes notations in account based on account history.
  • Assists supervisor with adding late fees to accounts, sending out final notice letters, preparing regular and expired extension disconnection lists.
  • Other duties as assigned.

    • Required:

    • Graduation from high school and experience in customer services work and office technology, preferably in a public utility or collections; or an equivalent combination of education and experience.
    • Possession of a valid North Carolina driver's license.
    • Must be able to physically perform the basic life operational functions of stooping, reaching, standing, lifting, walking, grasping, feeling, talking, hearing and repetitive motions.
    • Must be able to perform sedentary work exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
    • Must possess the visual acuity to prepare data and statistics, work with accounting processes, operate a computer terminal, and make visual inspections.
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