What are the responsibilities and job description for the CUS SVC REP position at Fayetteville Public Works Commission?
SUMMARY OF RESPONSIBILITIES: This class is responsible for receiving and processing routine customer inquiries, service orders and/or complaints about utility services. Responsibilities include, but are not limited to, determining amount of deposit/fees required, from established guidelines; following through to ensure completion; establishing payment arrangements and miscellaneous charges; issuing letters of credit, duplicate bills, and/or other pertinent documents; referring customers with credit problems to utility assistance organizations; issuing reconnects relative to special payment circumstances; relieving at switchboard. Operating under direct supervision of a designated supervisor, work is performed in accordance with established policies and procedures. May be assigned to any unit, section and/or branch office in the Customer Service Department. Performs related work as required. EQUIPMENT OPERATED: Computer, calculator, communication equipment, and other equipment, as required.
FULL PERFORMANCE KNOWLEDGE, SKILLS, AND ABILITIES: Working knowledge of safety rules/regulations/ procedures, as appropriate; working knowledge of the services available, deposits, fees, and processes; working knowledge of the policies, procedures, and processes of the Public Works Commission in responding to customer’s requests/concerns; working knowledge/understanding of the various utility rates and schedules; ability to explain rules/regulations about applications and charges for utility services; ability to accurately complete and process records/reports/other documents to provide quick, accurate and efficient customer service; ability to communicate effectively orally and in writing; ability to deal with customers with tact and maintain control in sensitive and difficult situations; ability to develop and maintain effective working relationships with customers, the general public, and all levels of employees.
MINIMUM QUALIFICATIONS: Graduation from high school or possession of an equivalency diploma and a minimum of one (1) year clerical experience that included customer service responsibilities.
SPECIAL REQUIREMENTS: Must possess/maintain a valid North Carolina Driver’s License.
PHYSICAL REQUIREMENTS: Must be able to perform the essential functions of the position.
SAFETY HAZARDS: Minimal.
PROTECTIVE EQUIPMENT: As required in the Public Works Commission’s Safety Manual.
EMPLOYER’S RIGHTS: This job description is general and illustrative of the kind of duties required of this position. It is not exhaustive and does not contain a detailed description of all the duties that may be assigned to the incumbent occupying this position.
