Customer Service Advocate Position Available In New Hanover, North Carolina

Customer Service Advocate Cape Fear Public Utility Authority – 3.9 Wilmington, NC Job Details Full-time $39,690 – $52,920 a year 3 days ago Benefits Health insurance Dental insurance 401(k) Paid time off Parental leave Vision insurance 401(k) matching Qualifications Bilingual Customer service High school diploma or GED Driver’s License IVR Computer skills Cash handling Entry level Under 1 year Full Job Description Job Summary Incumbents in this position are responsible for providing customer service support for CFPUA’s billing and collections operations. This position is assigned to pay grade G13. 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. Six (6) months of work experience in a role such as customer service representative, call center representative or any related work field. Cash handling experience required. Basic computer skills required. Bilingual preferred. Must be bondable. Possession of or ability to readily obtain a valid State of North Carolina driver’s license. Cape Fear Public Utility Authority is an Equal Opportunity Employer. It is our policy to foster, maintain, and promote equal employment on the basis of qualifications and without regard to age, sex (including sexual orientation and gender identity), race, color, creed, religion, national origin, disability, or genetic disorder. Federal law requires all employers to verify the identity and employment status of all person hired to work in the United States. Cape Fear Public Utility Authority participates in E-Verify.

Job Type:

Full-time Pay:

$39,690.00 – $52,920.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Parental leave Vision insurance

Shift:

8 hour shift

Work Location:

In person