Service Excellence Representative
2 weeks ago
Job Overview
ROLE SUMMARY: This position is dedicated to delivering exceptional customer service in a courteous and professional manner, ensuring maximum customer satisfaction. The role requires maintaining composure while managing a high volume of inquiries. Key responsibilities include, but are not limited to, handling and processing standard customer inquiries, service requests, and complaints related to utility services; assessing the necessary deposits and fees based on established protocols; setting up payment arrangements; issuing necessary documentation such as letters of credit and duplicate bills; promoting new customer initiatives to improve the overall customer experience; directing customers facing credit issues to appropriate assistance organizations; managing service reconnections under special payment conditions; and providing support to cashiers as needed.
ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES: Proficient understanding of safety regulations and procedures; comprehensive knowledge of available services, associated deposits, fees, and operational processes; familiarity with the policies and procedures of the Public Works Commission in addressing customer inquiries; awareness of various utility rates and schedules; capability to articulate rules and regulations regarding applications and charges for utility services; ability to assist in training new staff members; proficiency in accurately completing and processing records, reports, and other documentation to ensure prompt and efficient customer service; effective oral and written communication skills; adeptness in managing customer interactions with diplomacy and maintaining control in sensitive situations; ability to foster and sustain positive working relationships with customers, the public, and colleagues at all levels.
MINIMUM REQUIREMENTS: High school diploma or equivalent; at least three (3) years of experience in an office or business environment focused on customer service. Proficient knowledge of Microsoft Office is essential.
About Fayetteville's Hometown Utility
At Fayetteville Public Works Commission (PWC), we truly value our employees as our most significant asset. 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, Fayetteville's Hometown Utility is committed to being customer-oriented, locally owned, and dedicated to quality service, reliability, conservation, safety, and environmental stewardship.
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