Provide professional and courteous service to customers with inquiries or complaints regarding the City’s billing of utility services.
Receive customer contacts via heavy inbound and outbound phone calls, email, web, fax, and written correspondence.
Assist with in-person customer inquiries as assigned.
Review, analyze and perform simple and complex consumptive or financial adjustments to customer accounts with minimal supervision while adhering to City of Raleigh policies or procedures.
Negotiate payments, payment arrangements, and collects on past due accounts with professionalism.
Coordinate new service and disconnection of service based on customer needs.
Navigate quickly and efficiently through software applications while handling multiple transactions.
Work with teammates to monitor call queues and ensure minimal customer wait times.
Provide recommendations to supervisors to improve efficiency and customer service delivery.
Typical Qualifications
At least one year of customer service experience in a call center environment. Experience in a collections environment is preferred.
HS diploma (or GED), preferably supplemented by college education and/or additional computer training.
Accounting knowledge or background with good math skills is preferred.
At least one year of billing experience is preferred.
Familiarity with Service Level Agreement (SLA) goals and objectives preferred.
Proficiency or basic skills in Microsoft Office suite (Word, Excel, Access, Outlook).
Very strong verbal and written communication skills and ability to handle stressful situations calmly.
Must be highly motivated and detail oriented with the ability to work within strict time frames.
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.
At least 6 months of working knowledge or experience with Oracle’s CC&B software is preferred.
Additional Information
Please attach resume and cover letter to your application.
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