Customer Service Representative

Posting Details

Work experience or education that is NOT included on the application will NOT be considered when screening your application. Please include ALL work experience and education on the application to ensure that you receive the appropriate credit toward qualification for this position.

Position Summary Information

Classification Title Business Services Coordinator Working Title Customer Service Representative Location Boone, North Carolina Job Category 5 Position Number 083811 Not Eligible for Visa Sponsorship

VISA sponsorship is not available for this position. All candidates must be eligible to work and live in the U.S

Department New River Light and Power Co - 170600 Primary Purpose of Position

Employee serves as the primary point of contact between NRLP and its customers, handling all inquires (in-person, phone, or by email) and transactions related to utility services. Performs a variety of office and/or technical tasks to accomplish the specialized processing of information, documents or materials related to the operations of New River Light and Power Company.

Minimum Qualifications

Bachelor's degree in business administration or a related discipline; or an equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.

Special Note: This is a generalized representation of positions in this class and is not intended to reflect essential functions per ADA. Examples of competencies are typical of the majority of positions, but may not be applicable to all positions.

License/Certification Required Essential Job Functions

Employee will perform a variety of work functions that include a diversity of records, reports and filing activities, public contact, office equipment operation, and composition. It is essential for the employee to provide excellent customer service assistance in person, online, and by phone while having the ability to navigate the utility software assisting with needs. Employee will be responsible for managing daily deposits in a high paced environment and processing multiple forms of payment.

Knowledge, Skills, & Abilities Required for this Position

• Strong customer service skills (in-person, phone, or by email), strong working knowledge of receiving and disbursing cash and other forms of payment.
• Assist customers with moderately complex account, billing, or electrical usage concerns/issues.
• Accurately update and maintain customer records, verifying that contact details, service locations, and account statuses remain accurate within the utility's Customer Information System (CIS).
• Receive and process customer applications and forms. Manage utility service activations, transfers, and disconnections while collaborating with field technicians to schedule installations, repairs, and meter maintenance.
• Work with the automated metering system to perform account functions and track outages. Utilize the Outage Management System to aid in automated customer notifications.
• Record and track electrical service outages, escalate emergency calls (e.g., downed lines, broken poles) to technical personnel immediately, and provide customers with timely updates.
• Exercise meticulous oversight of all transactions and interactions to ensure strict compliance with NRLP regulations, state utility commission mandates, and applicable privacy laws governing confidential personal and financial data.
• Knowledge of office or work unit procedures, methods and practices.
• Considerable ability to record, compile, summarize, and analyze data.
• Ability to learn, interpret and explain policies, regulations and programs.
• Considerable ability to review and process information to determine conclusions, actions or compliance with applicable laws, rules or regulations.
• May perform other minor backup roles during emergency response situations or to assist the Business Services and Accounts Coordinators, such as detailed account research or performingnon-pay disconnects.

Preferred Qualifications

Completion of a two-year secretarial science or business administration program with one year of responsible experience as described above. Previous utility and ATS experience a plus.

Required Functional Competencies to Successfully Perform Job Duties.

Communication-Verbal:

Communicates information clearly to staff, clients, and/or public about services, processes, and procedures using prescribed or established guidelines. Applies judgment in releasing confidential information or to whom to refer questions.

Communication-Written:

Composes and organizes ideas logically, works in multiple formats such as letters, memos, reports or presentations, and can change/adjust style to meet the needs of the program and audience. Reviews sensitive materials and edits content constructively.

Information/Records Administration:

Uses established filing and data systems, functions, and/or procedures that require knowledge of the program. Reviews data and information for completeness and accuracy using standard guidelines; performs tasks with attention to detail. Understands software used to perform day-to-day functions.

Knowledge-Program:

Demonstrates in-depth knowledge of the area of specialization, the program, process, and/or organizational operation. May be the content/process resource.

Office Technology:

Selects, understands and fully applies a variety of features in software programs, databases, information systems, and specialized equipment.

Type of Position Permanent Full-Time Staff/Non-Faculty Staff/Non-Faculty Appointment Type 1.0 Work Schedule/Hours

Monday-Friday; 8:00-5:00 pm

Number of Hours Per Week 40 Number of Months Per Year 12 Mandatory Staff Yes Physical Demands of Position

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions

Overall Competency Level Journey Salary Grade Equivalency Salary Range Anticipated Hiring Range $43,048 - $49,587

Pay will be commensurate with applicant competencies, budget, equity and market considerations.

Posting Details Information

Posting Date 10/08/2026 Closing Date 10/14/2026 Competency Level Statement Management will only consider applicants who meet the required competencies. Special Instructions to Applicants

Please attach required document:

Cover Letter

Resume

Search Chair Name Jenny Miller Search Chair Email hudsonjl3@appstate.edu Applicant Pool Preference External (Post on the Web)

Departmental Information

Quick Link https://appstate.peopleadmin.com/postings/56593 Posting Number 201503078P

Supplemental Questions

Required fields are indicated with an asterisk (*).

Applicant Documents

Required Documents

• Cover Letter / Letter of Interest
• Resume

Optional Documents