Senior Customer Service Representative

Senior Customer Service Representative

Our team is hiring for several Senior Customer Service Representative roles, providing advanced support for Raleigh Water's 200,000+ customers while serving as peer coach for the CSR team. Primary duties involve handling complex billing inquiries, escalated issues, and specialized account management.

About You : You're an experienced customer service professional who not only excels at resolving complex issues but also enjoys helping teammates grow their skills. You bring patience, strong problem-solving abilities, and natural coaching instincts to your work. You stay calm during difficult situations, can explain technical billing concepts clearly, and lead by example in delivering exceptional service. You're the person your coworkers turn to when they hit a challenging situation, and you genuinely enjoy mentoring others. You're comfortable with technology, detail-oriented, and can balance helping customers directly with supporting your team's development.

About Us : Raleigh Water serves 600,000 people across seven municipalities. Our Customer Care & Billing Division is a 70-person team providing essential services. You'll work at our Operations Center on Lake Woodard Drive with free parking, and may qualify for hybrid remote work after six months of demonstrated proficiency. The City offers excellent benefits, generous leave, and retirement contributions.

Work Hours : This position primarily works between Monday and Friday from 8 : 30 am to 5 : 15 pm. Work hours include rotating on-call coverage for after-hours emergencies (approximately once per month, up to 12 times annually) with premium pay.

Duties and Responsibilities :

• Handles complex and escalated customer billing inquiries and service issues
• Provides peer coaching and informal mentoring to CSR team members
• Researches and resolves account discrepancies requiring specialized knowledge
• Serves periodic on-call coverage for after-hours customer emergencies
• Assists with quality assurance and process improvement initiatives
• Compiles data and perform analysis on account issues and service trends
• Coordinates with other departments to resolve multi-faceted customer concerns
• Serves rotating on-call coverage for after-hours customer emergencies (approximately monthly, with premium pay)

Typical Qualifications :

Education and Experience : High School Diploma or GED equivalent with 6+ months of training beyond high school level in Customer Service, Business, or related field, and 1 to 3 years' experience in customer service, payment processing, finance administration, revenue management, or related field

OR Any equivalent combination of training and / or experience that provides the required knowledge, skills and abilities may be substituted

Preferred Qualifications :

Knowledge of :

Skill In :

Ability to :

ADA and Other Requirements :

Work Environment and Physical Effort : Sedentary : Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and / or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body. Work Environment : Work is typically performed in an office or similar indoor environment. Work Exposures : Work in this position does not require frequent environmental exposures. Employees may occasionally be exposed to individuals who are hostile or irate. City of Raleigh is an Equal Employment Opportunity (EEO) employer. Accommodations for individuals with disabilities are provided upon request.