Job description

Customer Service Advocate

Salary

$42,000.00 Annually

Location

Wilmington, NC

Job Type

Full-Time

Department

CUSTOMER SERVICE

Job Number

00035

Max Number of Applicants

75

Closing

Continuous

NOTE: This if for 2 Positions

Job Summary

Incumbents in this position are responsible for providing customer service support for CFPUA’s billing and collections operations.

Essential Job Functions

• Answers telephone and greets visitors; provides information and assistance in a Call Center Environment or Face-to-Face Environment.
• Schedules work orders, including tenant changes orders, rereads, and site visits.
• Processes applications for new services and closes customer accounts as necessary.
• Processes returned mail.
• Copies, files, and faxes various documents.
• Processes credit adjustments.
• Processes bill corrections.
• Prepares and updates reports.
• Guide customers with payments via IVR.
• Accepts, receives, an/or collects payments directly from customers in a Face-to-Face Environment.
• Resolves difficult or sensitive customer service inquiries or problems; advises public on complex rules, policies, and procedures.
• Receives 100+ customer requests through multiple intake channels including phone, fax, email, and mail on a weekly basis while taking calls.
• Advises citizens of anticipated service and completion dates of their requests.
• Conveys a positive image and handles a large volume of customer calls in a friendly, effective, efficient, and professional manner.
• Determines if and when to grant bill extensions. Listens to circumstances and determines if customer needs to be escalated to collections department.
• Submits request for information to Engineering. Communicates with the customer and Engineering for results.
• Meets service level for calls and the completion of customer requests with 99% accuracy level.
• Performs other related job duties as assigned.

In the event of an emergency, all employees are considered essential personnel and may be required to perform alternate duties.

Education, Experience, and Other Requirements

High school diploma or GED.

One (1) year of work experience in a role such as customer service representative, call center representative or any related work field.

One (1) year of cash handling experience in addition to the one (1) year call center work experience.

Basic computer skills required.

Must be bondable.

Possession of or ability to readily obtain a valid State of North Carolina driver's license.

G13

Agency

Cape Fear Public Utility Authority

Address

235 Government Center Drive

Wilmington, North Carolina, 28403

Phone

910-332-6570

Website

http://www.cfpua.org

Job Type: Full-time

Pay: From $42,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: One location

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