New

Customer Service Representative

Appalachian State University

$43,048 - $49,587

United States, North Carolina, Boone

287 Rivers Street (Show on map)

Oct 08, 2026

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