Customer Service Advisor I

Salary: See Position Description
Location : Wilson, NC
Job Type: Regular Full Time
Job Number:
Department: Financial Info Services/Billing & Collections
Opening Date: 05/28/2025

Job Summary/Scope
Wilson is a city of around 50,000 people located in the heart of eastern North Carolina. We are about an hour from the Research Triangle and the buzz of the Raleigh area, and you can also quickly reach the North Carolina beaches.

The City of Wilson is known for innovation and outstanding service. We have top-rated, nationally accredited police, fire and recreation departments. Our parks and sports facilities are among the best in the nation, and our Vollis Simpson Whirligig Park is a unique and beautiful attraction that hosts concerts, farmers markets and the N.C. Whirligig Festival among other events. We are in the process of building a downtown field to host a Milwaukee Brewers' minor league team starting in 2026.

Wilson has the strongest manufacturing base in our part of the state, including tire manufacturing, pharmaceutical and other industries. The Greenlight citywide broadband services help technology-based companies flourish.

In addition to competitive salaries, we offer a best-in-class benefits package that brings additional value to your total compensation. To learn more about our benefits package, click on the 'Benefits' tab above.

The hiring range for this position is $38,927.12 (minimum salary) to $53,608.58 (midpoint of range) dependent upon qualifications.

The purpose of this position is to perform customer service duties. Successful performance results in satisfied customers. The work consists of related customer service duties.
Job Responsibilities
Major Duties:

• Using empathy, engage with customers to provide information and solutions to customer concerns and inquiries.
• Provide information to customers regarding the metering, billing, rate structure and options available for Electric, Gas, Water, Wastewater, Solid Waste and Stormwater services.
• Assist customers with the completion of service request forms; receive and process applications for service transfers; obtain customer information necessary to connect utility services; interview new customers to determine type of service requested; complete work orders.
• Answer customer inquiries concerning service and billing procedures; explain charges; evaluate and offer relevant programs and billing options; utilize effective de-escalation techniques as necessary.
• Analyze customer utility consumption data and provide meaningful insights to aid customer understanding of utility billing and ways to conserve.
• Process payments, make deposits, and balance cash drawer as needed.
• Acquire sufficient knowledge of all City programs to advise and assist citizen inquiries.
• Updates and maintains files.
• Performs other related duties as assigned.

Guidelines

Guidelines include department standard operating procedures, North Carolina General Statutes, Customer Service Policy Manual, and relevant city, state, and federal codes, laws, and regulations. These guidelines are generally clear and specific but may require some interpretation in application.
Supervisory/Management Responsibility

None

Minimum Qualifications
Education/Experience Requirements

Ability to read, write and perform mathematical calculations at a level commonly associated with the completion of high school or equivalent.

Sufficient experience to understand the basic principles of customer accounting, utility metering and billing, and effective customer interaction.
Knowledge Requirements

Knowledge of modern office principles and practices.

Knowledge of department and city policies and procedures and federal, state, and local laws and regulations.

Skill in the operation of computers and other standard office equipment.

Skill in planning, organization, and decision making.

Skill in oral and written communication.
Work Environment/Physical Demands

The work is typically performed in an office while sitting at a desk or table or while intermittently sitting, standing, stooping, or walking.
The City of Wilson is dedicated to providing unique benefits that meet the needs of our employees and their families, while being competitive and cost effective. We offer the following benefits:

• Paid vacation and sick leave
• Paid holidays (maximum 12 per year)
• Health/dental/vision insurance
• Membership in the North Carolina Local Government Employees' Retirement System
• 5% 401(k) contribution
• Flexible Spending Account (FSA) for medical and childcare expenses
• Paid Life Insurance
• Teladoc (Telemedicine)
• Supplementary benefits including critical care, cancer, accident, medical bridge, long and short term disability and term and whole life insurance.