Duties and Responsibilities Track, monitor, and organizes all work received electronically and by standard mail. Lead all CSR staff proactively by assisting or supporting them with difficult calls or callers. Coach teammates on accurate work order performance and proficiency via CC&B and CityWorks. Encourages team members and be a role model of excellent work habits and behavior. Supports supervisor by ensuring work efforts and outputs of teammates as well as report on areas where improvement is needed for all CSR staff. Provides feedback to supervisor for all CSR staff for evaluations and monthly one on one’s. Provide professional and courteous services to customers with inquiries or complaints regarding City’s billing of water, wastewater, solid waste, and recycling fees. Receives customer contacts via heavy inbound and outbound phone calls, emails, web, fax, and written correspondence. Assists with in person customer inquiries as assigned. Reviews, analyzes and performs simple and complex consumptive or financial adjustments to customer accounts with minimal supervision while adhering to City of Raleigh policies and/or procedures. Negotiates payments, payment arrangement, and collects on past due accounts with professionalism. Coordinates new service and disconnection of service based on customer needs. Navigates quickly and efficiently through software applications while handling multiple transactions via all City used applications. Work with teammates to monitor call queues and ensure minimal customer wait times. Provides recommendations to supervisors to improve efficiency and customer service delivery. Assists with escalations and ID Theft cases. Associate’s (2 year) college degree or equivalent. Two years of customer service experience in a call center environment. Must have strong verbal communication skills and ability to handle stressful situations calmly. Ability to diffuse and/or calm upset customers and provide options and recommendations for solutions. Proficiency in Microsoft Office suite (Word, Excel, Access, Outlook.) Accounting knowledge/good math skills is preferred. Experience in collections environment is desired. Must be highly organized, 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 one (1) year of experience with Oracle’s CC&B and/or Cityworks software is required. There are (4) vacancies. |
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The Raleigh City Museum, with its two full-time and one part-time staff members and scores of volunteers, designs and fabricates a new…
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