Position will be open until filled. We are currently seeking: A customer service representative, Sr. to join our team and coordinate and perform a variety customer service functions. In this role, you will provide assistance to utility customers in person and via telephone; respond to customer inquiries and requests for service; prepare and issues work orders; process and record customer payments; coordinate with customers regarding the payment of past due accounts; update and maintain customer account information; report and review leak reports for the city; have full oversight of collection accounts; monthly review and assessment of backflow noncompliance reports; oversight and review of grease trap violations.
Your responsibilities will include: - Supporting the public and providing customer service in the lobby and via telephone.
- Answering incoming calls; responding to customer inquiries and requests for service.
- Providing information regarding utility services, departmental policies, and account/billing matters.
- Establishing customer accounts; updating, maintaining, and researching account information.
- Preparing, processing, and issuing work orders for meter re-reads and the connection, disconnection, and reconnection of water services.
- Processing requests for after-hours service; preparing related charges; logging customer addresses for use by after-hours field personnel.
- Coordinating the installation of water taps for new construction as required.
- Filing and maintaining service request/work order documentation.
- Establishing online viewing of customer account information.
- Entering and updating customer payment information in the departmental computer system.
- Monitoring customer accounts for past due charges; establishing payment arrangements; granting payment extensions for past due accounts as warranted.
- Generating and maintaining cut-off lists; processing service cut-off fees; charging off collection accounts.
- Leading, training and assisting other Customer Service Representatives.
- Working with Customer Service Supervisor and Manager on various projects.
- Hours: Monday through Friday, 8:00 am to 5:00 pm.
- Regular and timely attendance is required.
The above duties are not intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.
Requirements and Skills: - Coordinating and conducting a variety of customer service functions.
- Responding to public inquiries and providing customer service to the City's utility customers.
- Performing accurate data entry and updating/maintaining customer account information.
- Processing work order requests and customer payments.
- Establishing and maintaining cooperative working relationships with other staff, City departments, outside agencies, and utility customers.
- Neptune 360 software and software reporting.
- Excel Spreadsheet creation and maintenance.
- Cognos Report Creation a Plus.
MINIMUM QUALIFICATIONS: Education and Experience: - High School Diploma or equivalent; and three years customer service experience; or an equivalent combination of education and experience.
Required Licenses or Certifications: - Must possess a valid Texas Driver License with a good driving record.
- Applicants with an out-of-state driver license must provide an original certified driving record from the state of driving licensure.
Physical Demands / Work Environment: - Work is performed in a standard office environment.
- Subject to sitting for extended periods of time, standing, walking, bending, reaching, and lifting of objects up to 10 pounds.
If you're passionate about customer service and want to contribute to creating a positive workplace, we encourage you to apply. This position offers valuable experience in a fast-paced environment. Job postings may be withdrawn at any time at direction of the City Manager.