Customer Service Representative

Raleigh Water provides water and sanitary sewer services to approximately 200,000 metered customers with a service population of approximately 600,000 people in Raleigh, Garner, Wake Forest, Rolesville, Knightdale, Wendell, and Zebulon.  Our mission is to provide safe, sustainable water services for our customers while protecting public health and contributing to the economic, environmental, and social vitality of our communities.  

The Customer Care & Billing Division of Raleigh Water staffs approximately 70 positions providing a combination of unique positions:

• customer care contact center and quality assurance
• billing and accounting services
• training
• technical application design and development
• testing application support

Location:  Raleigh Water Operations Center, 3324 Lake Woodard Dr., Raleigh NC  - with FREE parking!

Position may be able to work a hybrid remote schedule after 6-month probationary period and successful demonstration of skills and competencies.

The Customer Service Representative position is critical to providing direct customer service to the public involving information exchange. Work includes identifying and processing billing, verifying identity of account owners, and receiving and responding to customer inquiries using various methods of communication.  This role involves a heavy inbound and outbound phone calls, researching and resolving billing issues, inquires, and disputes and providing explanations to customer or handling customer complaints.

ABOUT YOU:
You are confident, organized, an active listener and effective communicator with empathy for customer’s situations.  You are a problem solver and have the ability to understand each customer’s concerns with patience. You pride yourself as a knowledgeable person who can answer questions with a high level of detail. You can retain a wealth of information and are a critical thinker with a positive attitude to ensure positive customer experiences.
You are computer savvy and know your way around applications and the internet. Your typing skills whether professional or high-speed find and peck can do so with little errors and update information quickly and legibly.  You don’t shy away from multi-tasking and enjoy a fast-paced work environment.

The ideal candidate is a master at time management and being on time to you means being early. In addition, you like structure and having a schedule. You understand you are a part of team, and your dependability is critical to the team’s success.  You work well individually knowing your part makes the whole team that much better!

The benefits of being a Customer Service Representative:

• Parking is free!
• The role may work a hybrid remote schedule after 6-month probationary period and successful demonstration of skills and competencies.
• Be “the face” of Raleigh Water and learn lots about the utility and other departments.
• Lots of training opportunities available.
• Work in a positive environment.   

Please attach a Resume and Cover Letter with your online application to be considered for this position. (NOTE: additional days or hours may be required for special projects or assignments.) 

• Serve external customers by responding to inquiries and provides information related to account verifications to fulfill service requests.  This position will review and resolve complaints/issues, providing a referral to appropriate resource when needed.
• Reviews and processes requests regarding activating/deactivating accounts based on payment status, coordinating billing based on completed services, requesting credit balance refunds, vouchers and receipts, and processing reservation requests and/or assisting customers with forms completion.
• Enter, update, and maintain system data and verify accuracy of data input or system generated updates.  Make corrections, post account adjustments, and collect and compile data.
• Performs basic research, reviews reports, gather and verify information and contact customers to provide follow up information, such as general account information, past due account balance information, collection procedures related to delinquent accounts, payment plan options and/or billing issues.

Education and Experience

• Minimum 2 years of customer service experience in a call center environment. 
• Minimum 6 months of experience with Oracle’s CC&B and Cityworks software.
• At least 2 years of customer service experience, such as:
  • Retails sales with interaction with customers. 
  • Experience answering phones; directing customers.  
  • Assisting with general questions; providing excellent customer service qualities. 
  • Assisting with completion of applications.
  • Submitting customer requests.

Preferred Qualifications

• Experience in a collection’s environment.

Knowledge, Skills, and Abilities: 

• Knowledge or background regarding records maintenance, and good math skills is preferred. 
• Proficiency or basic skills in Microsoft Office suite (Word, Excel, Access, Outlook). Strong verbal and written communication skills and ability to handle stressful situations calmly. 
• Must be able to multi-task and handle customer calls, database entry, and paperwork simultaneously. 
• Ability to support and adapt to change quickly and positively. Ability to work independently and work harmoniously as a team member.

Salary : $14 - $23