Salary: $37,541.92 - $48,200.00 Annually Location : High Point, NC 27260 Job Type: Full-Time Job Number: 7145 Department: Telephone Center Opening Date: 10/14/2024 Closing Date: Continuous Job Description The Customer Service Representative performs responsible clerical and routine technical work involving customer service within the phone center or walk-in area of the Customer Services Department. This position requires providing excellent service to customers in a fast-paced environment, assisting with utility billing inquiries, and handling work orders and payments. The work is performed under immediate supervision. Essential Tasks
- 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.
- Issue work orders to various City departments in response to customer requests or issues.
- 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.
Qualifications
- Preferred Skills
- Bilingual skills in English and Spanish are preferred.
- Physical Requirements- Hearing/Speaking - Expressing and/or receiving information by means of spoken word are both necessary to converse with internal and external customers including co-workers, citizens, and applicants. Visual Abilities - the ability to perceive via eyesight is required for this position:
- Acuity, far - clarity of vision at 20 feet or more. Must be able to see from a distance when administering and observing employment tests, operating a motor vehicle, or addressing an audience.
- Acuity, near - clarity of vision at 20 inches or less. Must be able to see work-related business documents close at hand.
- Depth perception - Three-dimensional vision and the ability to judge distance and space relationships.
- Field of Vision - the area that can be seen up and down or to the right or left while eyes are focused on one point. Must be able to see a wide span of area.
- Accommodation - Must be able to adjust the eye lens to glance quickly.
Physical Strength - degree of physical demands typically associated with this position include: - Light Work
- Exerting negligible amount of force constantly to move objects and papers, to answer telephone and to file. Physical demand requirements usually require some walking, standing or bending; however, worker sits most of the time. There is significant use of arms and hands.
Type of Physical Demands Reaching - Extending the hand(s) or arm(s) in any direction. Handling - Seizing, holding, grasping, turning, or otherwise working with hand(s). Fingering - Picking, pinching or otherwise working with fingers primarily rather than the entire hand or arm. Mental Activity/Requirements- Reasoning: - Ability to apply principles of logical thinking combined with knowledge of principles and practices of public personnel and employment laws to work tasks and handle practical situations, comprehend, and respond to a variety of situations in a timely fashion and exercise good judgment.
Mathematics Ability: - Using arithmetic and/or Statistics: Ability to calculate and explain billing rates and charges.
Language Ability: - The ability to speak, read and write the English Language are required for this position.
Environmental Conditions- Physical Surroundings: - The Customer Service Representative I is subject to Inside Environmental Conditions: Protection from weather conditions but not necessarily from temperature changes.
Hazards: - There are no occupational hazards typically associated with this position.
Machinery/Tools/Work Aids/Other Equipment: - Adding machine, calculator, typewriter, CRT, stapler, telephone, copying equipment, files, notepads, pens, pencils, calendar, telephone directory, Personnel Resolution, ordinances, rules and regulations manuals and other work aids related to the job.
Our Commitments The City of High Point is committed to be an Equal Opportunity Employer which celebrates diversity and seeks to attract and retain the best qualified partners in service to the Citizens of the City of High Point. The City of High Point is an at-will employer and employees may be terminated or may terminate their employment at any time with or without reason for any reason not prohibited by law. The City of High Point is committed to classifying and compensating its employees fairly and equitably for the work they do weighed with both the internal capabilities and the external market. While the job description is not intended to and does not create a contract of employment, we are excited to use this living document as a guide for managing performance and positions to ensure job descriptions are reflective of the current work required by the incumbent or expected by any candidate to whom an offer of employment is extended. The City of High Point is committed to providing a safe, comfortable working environment to all employees. To that end, we are proud to comply with all Occupational Safety and Health Administration (OSHA) requirements, as well as make reasonable accommodations to candidates and employees as we are able in accordance with the Americans with Disabilities Act (ADA). Candidates selected for employment must undergo (a.) a physical to determine whether they will be able to safely complete the essential functions of the job with or without a reasonable accommodation (b.) a drug screening, in accordance with the City's drug and alcohol policy and (c.) a background screening to determine whether there is any current, pending or previous charge, conviction or other infraction deemed incompatible with service in the capacity for which the candidate is being hired. Successful results from all three of these conditions will result in an offer of employment. City of High Point - Benefits Overview Statement The City of High Point offers a comprehensive benefits package to all regular full-time employees including vacation, holiday, and sick leave as well as medical, dental, vision, and life insurance. Employees in designated part-time positions may participate in some of the benefit programs offered to regular full-time employees. Access the following link to view City of High Point Benefits and links to Benefit sites: Benefits Overview The Benefits Handbook provides a summary of benefits for City of High Point Employees. Benefits Booklet = 01 By completing these supplemental questions, you are attesting that the information you have provided is accurate. Any information you provide may be reviewed by the hiring manager. Any misstatements or falsification of information may eliminate you from consideration or may result in dismissal. See resume is not an acceptable answer to any question. Resumes may be uploaded as a supplement to the online application. Resumes are not accepted in lieu of application and/or the Work History section.Yes, I understand and agree, No, I do not agree.
02 Describe your experience working in a call center environment.
- No Experience
- 6 months but less than 1 year
- 1 year but less than 2 years
- 2 years or more
03 Select one of the following that best describes your work experience related to this position.
- Call center answering less than 50 calls per day
- Call center answering 50-75 calls per day
- Call center answering 75-100 calls per day
- Call center answering 100-125 calls per day
- Call center answering greater than 125 calls per day
04 Are you fluent in other language(s)other than English?
05 If you answered yes to question #4, please list what language(s) you speak.If you answered no , enter N/A 06 Are you proficient with Microsoft Office's suite of products?
07 If you answered yes to question #6, please list them and any applications you consider yourself an expert(excel, word, outlook). Required Question