Cust Prog Spec
Company: Fayetteville Public Works Commission
Location: Fayetteville
Posted on: April 1, 2026
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Job Description:
Description SUMMARY OF RESPONSIBILITIES : This class is
responsible for monitoring, gathering, processing and reporting
data to ensure that utility customer accounts are created and
billed and customer services are created and provided accurately
and efficiently on a timely basis. Responsibilities include, but
are not limited to coordinating the installation of new temporary
and permanent utility services; creating new accounts with the
correct characteristics; utilizing alerts to research, report and
correct issues, identify potential tampering and to ensure that the
data necessary to prepare and adjust bills is accurate and
available in a timely manner; monitoring, researching and, when
required, completing automated meter services such as start, stop,
disconnect, reconnect and on-demand meter reads to provide prompt
and accurate service; supporting field service activities to ensure
accurate, efficient completion; resolving complex utility service
issues; performing enhanced Customer Program services; proactively
contacting customers to provide information about their utility
services; contacting and responding to customers on specific,
sensitive issues; creating, maintaining and reporting from Excel
spreadsheets on specific subjects; tracking and reporting trends to
identify root causes of system errors in the validation and
estimation rules to ensure that billing is accurate; coordinating
with Utility Field Services, billing and Customer Service to ensure
that required utility services are completed in a timely manner;
supporting the City of Fayetteville’s Call Center operations;
training new users of the MWM, CCB, RNI and MDM systems. Operating
under direct supervision of a designated supervisor, work is
performed in accordance with established policies and procedures of
the department to which assigned. May be assigned to any unit,
section in the Customer Programs Division. Performs related work as
required. Overtime, shift work, extended hours and on-call
responsibilities may be required. EQUIPMENT OPERATED : Computer,
calculator, communications equipment and other equipment as
required, FULL PERFORMANCE KNOWLEDGE, SKILLS, AND ABILITIES: Good
knowledge of safety rules/regulations/procedures, as appropriate;
good working knowledge of CCB, MDM, RNI, MWM; skill in operating
and applicable software; good knowledge of ability to use Microsoft
Word, PowerPoint, Outlook and Excel; good oral and written
communication skills, good knowledge of the policies, procedures
and processes of the Public Works Commission in responding to
customer’s requests/concerns; good knowledge/understanding of the
various utility rates and schedules; ability to explain
rules/regulations about applications and charges for utility
services; ability to accurately complete and process
records/reports/other documents to provide quick, accurate and
efficient support service; ability to keyboard accurately at a
moderate rate of speed,; ability to deal with internal and external
customers with tact and maintain control in sensitive and difficult
situations; ability to develop and maintain effective working
relationships with customers, the general public and all levels of
employees. MINIMUM QUALIFICATIONS: Graduation from high school or
possession of a high school equivalency diploma and a minimum of
two (2) years of clerical or utility field service experience that
includes customer service or meter service experience SPECIAL
REQUIREMENTS: Must possess/maintain a valid North Carolina Driver’s
License. Microsoft Office Suite proficiency required. PHYSICAL
REQUIREMENTS: Must be able to perform the essential functions of
the position. SAFETY HAZARDS: Minimal PROTECTIVE EQUIPMENT: As
required in the Public Works Commission’s Safety Manual. EMPLOYER’S
RIGHTS: This job description is general and illustrative of the
kind of duties required of this position. It is not exhaustive and
does not contain a detailed description of all the duties that may
be assigned to the incumbent occupying this position. GRADE 404
$18.75-$24.71/HOURLY
Keywords: Fayetteville Public Works Commission, Wilmington , Cust Prog Spec, Administration, Clerical , Fayetteville, North Carolina
