Customer Care Associate

2 weeks ago


Fayetteville, North Carolina, United States Fayetteville's Hometown Utility Full time

Job Overview

POSITION SUMMARY: This role is dedicated to delivering exceptional customer support in a courteous manner to ensure maximum customer satisfaction. The individual must maintain professionalism while managing a high volume of inquiries. Key responsibilities include processing routine customer requests, service orders, and addressing concerns related to utility services. This includes assessing required deposits and fees according to established protocols, setting up payment arrangements, and issuing necessary documentation such as letters of credit and duplicate bills. Additionally, the role involves promoting new customer initiatives to enhance the overall experience and directing customers with credit issues to appropriate assistance programs. The representative will also handle special payment circumstances and provide support to cashiers as needed.

CORE COMPETENCIES: Proficient understanding of safety protocols and procedures; comprehensive knowledge of available services, fees, and operational processes; familiarity with the policies and procedures of the Public Works Commission in addressing customer inquiries; ability to articulate rules and regulations regarding utility applications and charges; capability to assist in training new staff members; proficiency in completing and processing documentation accurately to ensure efficient customer service; effective communication skills, both verbal and written; adeptness in managing customer interactions with tact and maintaining composure in challenging situations; ability to foster and sustain positive relationships with customers, the public, and colleagues at all levels.

ESSENTIAL QUALIFICATIONS: High school diploma or equivalent; a minimum of three (3) years of experience in an office or business environment with a focus on customer service excellence. Proficiency in Microsoft Office is required.

About Fayetteville's Hometown Utility

At Fayetteville Public Works Commission (PWC), we recognize that our employees are our most valuable resource. Our dedicated team of 650 professionals plays a crucial role in delivering award-winning, safe, and reliable electric, water, and sewer services to over 118,000 customers, all while maintaining some of the most competitive rates in the state. As the largest municipal public power system in North Carolina, we pride ourselves on being a customer-centric, locally owned utility that is committed to quality service, reliability, conservation, safety, and environmental stewardship.

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