Customer Service Representative

Brunswick Regional Water & Sewer H2Go   LELAND, NC   Full-time     Call Center / Customer Service
Posted on November 21, 2022
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Customer Service Representative

Company Summary
Brunswick Regional Water and Sewer H2GO is a self-governing governmental, public entity
established by the State of North Carolina for the purpose of preserving and promoting the public
health and welfare. H2GO has an elected, five-member Board of Commissioners. Our service area
includes Belville, Leland, parts of Navassa, and customers located outside the limits of these
incorporated Towns.

H2GO is committed to assuring a quality of life for our valued customers by providing the highest
levels of water and sanitary sewer services, from Source to Stream, in a safe and efficient manner.
As professional service providers, H2GO in cooperation with its community partners will
comprehensively plan, develop, maintain, and operate the District's utility systems in a customer
service oriented and cost- effective manner.

Job Summary
Under the direction of the Customer Service Manager, the Customer Service Representative
performs a variety of tasks related to customer service, including a number of accounting functions,
including but not limited to customer billing, revenue collection, and maintaining H2GO customer
records. Essential Functions are not intended to be an exhaustive list of all responsibilities, duties,
and skills. They are intended to be accurate summaries of what the job classification involves and
what is required to perform it. Employees are responsible for all other duties as assigned.

 

Job Duties & Responsibilities

  •  Supports the Customer Service Manager in achieving H2GO’s mission, plans, objectives, and
    values.
  •  Answers incoming telephone calls and responds to routine questions from the public.
  •  Operating utility billing software, compiles reports and necessary documents, historical data,
    billing/account statements and other information necessary to answer customers’ inquiries.
  •  Assists customers with electronic payment options.
  •  Maintains and administers customer utility accounts according to H2GO policies and
    procedures.
  •  Receives and records public requests for water/sewer maintenance services, and relays work
    orders to appropriate departmental staff.
  •  Organizes and performs a variety of complex and responsible bookkeeping duties related to
    customer accounts, including: Month-end and fiscal year-end balances; daily compilation and
    calculation of deposits; processes payments from various sources including on-line; performs
    auto posting to customer accounts; prepares and maintains all ledgers and reports; assists
    Customer Service Manager in reconciling utility billing to the general ledger for the Finance
    Director; maintains and audits cash drawers as needed; reconciles cash receipts in a timely
    manner.
  •  Follows appropriate H2GO collection procedures to manage delinquent customer accounts.
    Pursues the collection and arranges payment for delinquent accounts in accordance with
    H2GO policies.
  •  Under the supervision of the Customer Service Manager, administers and maintains accurate
    and timely accounts receivable for residential and commercial water and sewer billing accounts
    quarterly.
  •  Processes, records, reconciles, and transmits multiple electronic and manual payment types.
  •  Works closely with utility field staff to perform multiple functions associated with customer water
    meters, grinder pumps, service connections and sewer laterals, and other work orders.
  •  Performs various administrative support functions as necessary, including assessment of
    customer special needs and various other related duties as assigned by Customer Service
    Manager.

Qualifications

  •  1 year experience nurturing account relationships
  •  Basic accounting experience
  •  Basic computer skills
  •  Proficient skills in Microsoft excel
  •  Professional phone and email etiquette
  •  Excellent communication skills (verbal/written)
  •  Ability to research and analyze information
  •  Strong multi-tasking skills

Working Conditions
This job operates in a professional office environment. This role routinely uses standard office
equipment such as computers, phones, copiers, and scanners.
The physical demands described here are representative of those that must be met by an employee
to successfully perform the essential functions of the job. This position is primarily sedentary, with
some filing or lifting required. Must be able to bend and lift and carry up to 50 pounds.
Please note this job description is not designed to cover or contain a comprehensive list of
activities, duties, or responsibilities that are required of the employee for this job. The Company
reserves the right to revise or change the job duties as the need arises. Management reserves the
right to change the description, duties, or work schedules to accommodate individuals with
disabilities. 

Equal Employment Opportunity
The District’s policy is not to unlawfully discriminate against any applicant or employee based on race, color, national
origin, ethnicity, sex, gender, sexual orientation, religion, marital status, age, disability, genetic information, veteran status,
or any other basis protected by applicable law and EEOC regulations. The District also prohibits harassment of applicants
or employees based on any of these protected categories.