CUSTOMER ACCOUNT REPRESENTATIVE I

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Department

Public Utilities

Location

Public Utilities

Position Type

FT Employee

Salary

$58,052.80 - $70,491.20 a year

Requisition

74131

Open Date

06/04/2026

Close Date

06/25/2026

Description

Position is open until Thursday, June 25, 2026, at 4:30 PM EST

Primary Function:

With assistance, and working as part of a team, deal directly with customers to establish and maintain customer accounts and pursue collection of delinquent accounts according to NPU policies and procedures and state regulations. Process payments and record information in various systems. Meet internal and external customer needs with professionalism.

Essential Job Functions:

• Interact directly with customers by phone, in writing and in person.
• Complete applications for utility services and requests for discontinuance of utility services.
• Establish and update accurate customer service information in online computer system.
• Explain NPU policies, rates, charges and requirements to customers and potential customers.
• Set-up budget plans and process plan renewals.
• Respond to basic customer inquiries about services, billing and related topics.
• Process water and sewer liens.
• Review accuracy of customer accounts and document changes to be made.
• Issue work orders for repairs and termination of service.
• Monitor accounts and, with assistance, determine action to take on delinquent accounts.
• Based on established guidelines, discuss methods of payment and amortization agreements with delinquent customers.
• Develop and supply information on delinquent accounts for agencies and customers.
• Establish payment arrangements for delinquent customer billing and follow up.
• Perform collection agency tasks.
• Receive and process payment of utility and sewer bills.
• Balance cash against receipts and prepare deposits.
• Operate mailing, postage and other office equipment.
• Work with team members and management to maintain continuous process improvement.
• Work with team members to achieve measurable customer service goals.
• Participate in team decision-making about workload balancing, training needs, and policy and procedures changes required to provide high levels of customer satisfaction.

Other Related Duties:

• Participate in workplace health and safety meetings, and work with management and fellow employees to identify and correct health and safety concerns.
• Perform related duties, as assigned.

Qualifications:

Education and Experience

• Graduation from a recognized High School or hold an equivalent High School Diploma.
• Strong working knowledge of customer billing and customer information systems and Microsoft Office applications.
• Five years' experience in high volume customer service environment with cash handling utilizing a customer information system (such as banking or call center).
• Must possess a valid State of Connecticut driving license.
• Bi-lingual speaking skills strongly preferred.

Knowledge, Skills, and Abilities

• Adaptable to changes in procedures and policies.
• Organization skills to simultaneously handle multiple tasks of varying difficulty.
• Ability to learn and explain utility billing and service information to customers, including, but not limited to NPU regulations; demand & power factors; rules regarding termination of service for non-payment; requirements for activation of service terminated due to non-payment; functions performed by all other divisions of NPU; how to read a meter, etc.
• Strong computer skills, including moving among screens, typing information, email correspondence and researching customer accounts online.
• Knowledge of business correspondence to compose written communications; to express thoughts clearly and effectively; to use appropriate grammar, style, spelling and tone in business communications.
• Ability to instill confidence by responding to the customer in a prompt, respectful, courteous and informative manner; manage phone conversations, use customer service and interpersonal skills to extract information.
• Ability to calmly and effectively handle abrupt, upset or angry customers.

Physical Demands:

The physical demands of this job are extensive and cannot be effectively summarized. They are described fully in the Functional Job Description. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Important Information

In order to be considered applicants must demonstrate on their application that they meet the minimum qualifications as stated in the job announcement.

You must reside within the City of Norwich 60 miles from Norwich within one year of appointment.

Examination will consist of 100% written OR 100% oral OR 100% experience and training.

AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

Disclaimer

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Skills