Customer Service Rep I

About the role

At the City of High Point, we celebrate the creator in everyone. Building on our rich cultural history steeped in industrialism and innovation, our employees seek not only to transform themselves, but the world around us. We are collaborators, we are makers, we are visionaries. We invite you to explore the many opportunities to serve our community, by sharing your talents, skills, and expertise. You'll join a diverse team of over 1300 individuals dedicated not just to making a career, but a difference; because what we create in High Point, changes the world! Our Core Values: Integrity : Saying what we mean and consistently doing what we say with no desire other than the good of the citizens we serve. It means standing up for beliefs. Responsibility : A continual process that emphasizes a high level of personal accountability by each member of the organization. Partnership : Adding competitive value and quality to the services provided to our residents, businesses, and visitors through responsible fiscal stewardship, increased innovation, greater use of technology, and expanded civic, neighborhood and regional partnerships.

Responsibilities

• Essential Tasks & Responsibilities:
• Deliver exceptional customer service in both phone center and walk-in area environments.
• Assist customers in establishing new service accounts, closing or transferring existing accounts, and addressing utility billing inquiries.
• Analyze customer payment histories, balances, and potential for future payments to create appropriate payment arrangements.
• Issue work orders to various City departments in response to customer requests or issues.
• Process payments for utility accounts and miscellaneous transactions.
• Operate computers, phones, and internal PC applications to efficiently document interactions and complete tasks.
• Manage a high volume of phone calls, answering between 100-120 calls per day, while maintaining quality metrics and telephone statistics.
• Resolve customer issues professionally and de-escalate matters in a calm manner.
• Operate calculators and standard office equipment to maintain records.
• Ensure all work is performed in compliance with OSHA and City Safety Standards and Policies.
• Participates in special projects and other duties as assigned.

Requirements

• Required Qualifications:
• High School Diploma or GED.
• Minimum of 1 year of experience working in a call center or customer service role, excluding food service and retail.
• Valid driver's license
• Proficiency with Microsoft Office, including Word, Excel, and Outlook
• Willingness to work during inclement weather or City emergencies, including nights and weekends (e.g., power outages, disaster response)
• The work location of this job will be 211 S Hamilton St High Point, North Carolina.
• Our Commitments

Benefits

Additional Information

Compensation Range $18.05 - $23.13 Please note: This job opening may close earlier than the stated date, due to high candidate volume. If interested, we encourage you to apply as soon as possible.

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