Customer Service Advocate ID - 4034

January 24, 2025

Job Summary

Incumbents in this position are responsible for providing customer service support for CFPUA's billing and collections operations.
Essential Job Functions

Answers telephone and greets visitors; provides information and assistance in a Call Center Environment or Face-to-Face Environment.
Schedules work orders, including tenant changes orders, rereads, and site visits.
Processes applications for new services and closes customer accounts as necessary.
Processes returned mail.
Copies, files, and faxes various documents.
Processes credit adjustments.
Processes bill corrections.
Prepares and updates reports.
Guide customers with payments via IVR.
Accepts, receives, an/or collects payments directly from customers in a Face-to-Face Environment.
Resolves difficult or sensitive customer service inquiries or problems; advises public on complex rules, policies, and procedures.
Receives 100+ customer requests through multiple intake channels including phone, fax, email, and mail on a weekly basis while taking calls.
Advises citizens of anticipated service and completion dates of their requests.
Conveys a positive image and handles a large volume of customer calls in a friendly, effective, efficient, and professional manner.
Determines if and when to grant bill extensions. Listens to circumstances and determines if customer needs to be escalated to collections department.
Submits request for information to Engineering. Communicates with the customer and Engineering for results.
Meets service level for calls and the completion of customer requests with 99% accuracy level.
Performs other related job duties as assigned.

Other Jobs You May Be Interested In

In the event of an emergency, all employees are considered essential personnel and may be required to perform alternate duties.
Education, Experience, and Other Requirements

High school diploma or GED.
One (1) year of work experience in a role such as customer service representative, call center representative or any related work field.
One (1) year of cash handling experience in addition to the one (1) year call center work experience.
Basic computer skills required.
Bilingual preferred.
Must be bondable.
Possession of or ability to readily obtain a valid State of North Carolina driver's license.

Pay Grade: G13

Cape Fear Public Utility Authority is an Equal Opportunity Employer. It is our policy to foster, maintain, and promote equal employment on the basis of qualifications and without regard to age, sex (including sexual orientation and gender identity), race, color, creed, religion, national origin, disability, or genetic disorder.

Federal law requires all employers to verify the identity and employment status of all person hired to work in the United States. Cape Fear Public Utility Authority participates in E-Verify.

We offer a complete benefits package to full-time employees including health care, dental, vision, retirement, deferred compensation plans, flexible spending accounts, life insurance, long-term disability, holidays, vacation, and sick leave. Part-time employees who work an average of __ hours per week over the course of a year, receive benefits on a pro-rated basis. To learn more details, visit our benefits page.

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

DISCLAIMER

Other Jobs You May Be Interested In

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

Related Posts

Advanced Practice Provider (NP or PA) - COPC Rheumatology - Columbus, OH ID - 4137

Account Coordinator (Remote) id - 4132

Customer Service Rep II *Bilingual* id - 4128

Program Manager National Accounts id - 4123

Fullstack Java Interviewer Needed ID - 4117

Investigative Assistant - Investigator - "Remote in US" ID - 4107

Fully Remote , Entry Level Data Entry job ID - 4098

Virtual Medical Receptionist (Remote – US Hours) ID - 4100

Customer Service Rep II Bilingual id - 4128