CUSTOMER SERVICE REPRESENTATIVE I, II, III

CUSTOMER SERVICE REPRESENTATIVE I, II, III

Salary

$46,529.60 - $82,056.00 Annually

Location

Garland Municipal Business Center (150 S York St), Gastonia, NC

Job Type

Full Time

Job Number

01815

Department

Finance

Division

Financial Services/Customer Service

Opening Date

11/06/2026

Closing Date

12/9/2026 5:00 PM Eastern

FLSA

Non-Exempt

• Description
• Benefits

General Definition of Work

Customer Service Representative I, II

The purpose of this position is to provide accurate and courteous service for new and existing customers regarding their services and accounts via email, online customer self-service, in person, and over the phone.

This job works under close supervision according to set procedures.

Customer Service Representative III

The purpose of this position is to establish utility service, discontinue utility service, enter data, assist with clerical work in the collection, processing and reconciliation of payments for active and inactive utility accounts and miscellaneous revenue accounts.This job works under general supervision, independently developing work methods and sequences

Essential Functions/Duties

Customer Service Representative I, II

• Processes and accepts applications for new service, transfers of service, disconnections of service in person or online/email.
• Manages a cash drawer to ensure it is properly balanced each day and all payments are credited to correct account and GLS.
• Answers questions on existing accounts regarding billing, deposits, disconnection, etc.
• Enters data in personal computer relative to utility customer history files.
• Performs related work as assigned.

Customer Service Representative III

• Interviews prospective utility customers for new or transferred utility services, gathering all required information to verify the customer's identity, assess credit worthiness and confirm address information; assists existing customers with transfers or terminations of City utility services.
• Processes miscellaneous payments for customers and other City departments; verifies large sums of cash as necessary.
• Picks up, opens, verifies and processes drop box payments, processes payments made by cash, check/money order or credit/debit card for old bills, utility deposits.
• Deals with various crisis management agencies in their assistance of utility customers; handles daily telephone inquiries relative to utility customer billing and payment questions.
• Acts as backup to Customer Service Analyst by performing daily tasks for reconciliation and deposit of funds, processing and balancing of automated payment types (bank drafts, kiosks, wire, lockbox, and others).
• Responds to customer inquiries through online Customer Self Service (CSS) application, and maintains records for special programs such as bank draft and budget billing, performs daily maintenance and balancing of automated payment kiosks and bank runs as necessary.
• Assists Customer Service Manager and Customer Service Analyst with other tasks as needed.
• Enters data in personal computer relative to utility customer history files.
• Performs related work as assigned.

Education/Experience/Physical Demands/Special Requirements/Additional Information

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS:

Customer Service Representative I

• High School Graduation or GED equivalent.
• One year of customer service, collections, billing or related experience or an equivalent combination of education, training and experience.

Customer Service Representative II

• High School Graduation or GED equivalent.
• Two years of customer service, billing, collections or related experience or an equivalent combination of education, training and experience.

Customer Service Representative III

• High School Graduation or GED equivalent.
• Three years of customer service, billing, collections or related experience or an equivalent combination of education, training and experience.

PHYSICAL DEMANDS:

Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.

• Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.

UNAVOIDABLE HAZARDS (WORK ENVIRONMENT):

Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.

• None.

SPECIAL CERTIFICATIONS AND LICENSES:

• None.

AMERICANS WITH DISABILITIES ACT COMPLIANCE

The City of Gastonia is an Equal Opportunity Employer. ADA requires the City to provide reasonable accommodation to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.

STANDARD CLAUSES

May be required to work nights, weekends, holidays and emergencies (man-made or natural) to meet the business needs of the City.

This job description is not designed to cover or contain a comprehensive listing of essential functions and responsibilities that are required of an employee for this job. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

ESSENTIAL SAFETY FUNCTIONS

It is the responsibility of each employee to comply with established policies, procedures, and safe work practices. Each employee must follow safety training and instructions provided by their supervisor. Each employee must also properly wear and maintain all personal protective equipment required for their job. Finally, each employee must immediately report any unsafe work practices or unsafe conditions as well as any on-the-job injury or illnesses.

Every manager/supervisor is responsible for enforcing all safety rules and regulations. In addition, they are responsible for ensuring that a safe work environment is maintained, safe work practices are followed, and employees are properly trained.

High Deductible Health Plan with HSA

Dental

Vision

Life

Supplemental Insurance Plans

Pension (Local Government Employees Retirement System)

401(k)

457

Short-term/Long-term Disability

Dependent Care Plan

Employee Assistance Program

On-Site Health Clinic

Employee Educational Assistance Program

Sick Leave (12 days per year)

Initial Employment Vacation: Starting at 12 days per year

Holidays (11 days per year)

Personal Day (1 day per year)

A comprehensive list of benefits can be found online at City of Gastonia Employee Benefits Handbook

Employer City of Gastonia

Address 181 South Street

Gastonia, North Carolina, 28052

Phone (704) 866-6859

(704) 866-6858

Website https://gastonianc.gov/