Senior Customer Service Representative

$41,097 - $64,855 yearly
  • Town of Hillsborough
  • 105 East Corbin Street, Hillsborough, NC, USA
  • Mar 26, 2024
Full time Accounting Finance Utilities

Job Description

The purpose of this classification is to provide exceptional customer service, collect and post utility payments, create and complete service orders for customers' utility services, support accounts payable, and serve as the backup for the monthly utility billing process when assigned. 

The following duties are representative of this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

  • Collects and posts payments from utility customers, either by mail,  or in person; reconciles cash drawers daily to cash collections receipt report, counts monies, adds checks and credit card receipts; ensures checks are filled out and properly endorsed; communicates with banks and customers about non-sufficient funds checks.
  • Enters payments for other miscellaneous fees associated with the town including park rentals, planning, zoning, fire inspections, parking tickets, etc.
  • Opens, matches, and stamps mail payments.
  • Assists customers in establishing new accounts and/or transferring accounts including filling out applications, verifying and photocopying ID and lease agreements (if applicable), setting up account, and collecting service fees before creating the service order.
  • Finalizes customers moving out (closing accounts); prepares service orders for customers requesting utilities turned on and off; prepares door hangers; prepares service orders for leak checks or any other utility problem.
  • Enters agreements and/or vouchers into the system; communicates with the Department of Social Services or the party that made agreement to ensure payment is received in sufficient time.
  • Collects total due bills from customers; communicates with meter readers to have customer’s service reinstated as needed.
  • Assists customers with billing questions by phone, email and/or in person; advises customers with needed information such as account balances, usage history, transaction history, meter readings and dates, makes them aware of possible leaks, etc.; enters, changes, and/or updates customer's information in computer.
  • Reviews transaction histories and prints credit references for customers; researches and prints consumption histories, credit reports, and receipts.
  • Communicates with meter readers and utility crews via phone and radio regarding services and/or service orders.
  • Files and maintains billing and collection records.
  • Serves as backup for the monthly utility billing process including posting late penalties, cut off fees, and generating the monthly cut off register for meter technicians.
  • Prepares and processes weekly single disconnect billing.
  • Trains customer service representatives.
  • Assists supervisor(s) with various projects.
  • Assists with processing accounts payable or other finance functions as needed.
  • Prepares reports, spreadsheets, analysis, or other information from the utility billing system, accounting system, or other databases to help internal operations as well as respond to information requests from other departments.  
  • Performs other related duties as required.