Customer Relations Specialist 1 Bilingual

MUSTANG SPECIAL UTILITY DISTRICT•Aubrey, TX

7d•$21 - $32

About The Position

The Customer Service Relations Specialist l - Bilingual at Mustang Special Utility District is dedicated to delivering exceptional customer service by assisting water utility customers with inquiries, complaints, and service requests. The Customer Service Relations Specialist l – Bilingual, handles a wide range of customer service activities, including billing, payment processing, and account adjustments. This role requires proficiency in using utility billing software, effective communication skills, and the ability to resolve customer issues promptly and professionally. The Customer Service Relations Specialist l - Bilingual interacts with customers in person, through email, via chat, and over the phone, ensuring that all customer interactions are handled efficiently and in accordance with company policies. This position plays a crucial role in maintaining customer satisfaction and supporting the administrative functions of the utility district.

Requirements

Required: High School diploma or General Education diploma (GED).
Required: Minimum of (1) year experience in a customer service role, preferably within a utility or service-oriented environment. Experience with handling customer inquiries, billing processes, and account management.
Bilingual proficiency in Spanish and English required.

Nice To Haves

Preferred: An associate’s degree or coursework in business administration, customer service, or a related field is highly desirable.
Preferred: Minimum of (2) years experience with direct involvement in utility billing systems, customer account management, and regulatory compliance. Experience in using customer service software and handling complex service issues is also advantageous.

Responsibilities

Customer Inquiries: Respond promptly and accurately to customer inquiries via phone, email, chat, or in person, addressing various questions and concerns related to water utility services. Provide clear and detailed information to resolve issues and ensure customer satisfaction.
Payment Processing: Ensure accuracy in all financial transactions and maintain up-to-date customer account records.
Service Order Management: Create and update service orders related to customer service concerns.
Account Maintenance: Update customer account information, including changes to contact details, billing addresses, and rate codes. Ensure all modifications are accurately reflected in the billing system.
Complaint Resolution: Address and resolve customer complaints related to billing discrepancies, service issues, and account errors. Use problem-solving skills to identify root causes and implement effective solutions.
Data Entry and Record-Keeping: Enter and verify data related to customer accounts, service orders, and payments. Maintain organized and accurate records to ensure data integrity and easy retrieval for audits and reporting.
Communication and Coordination: Maintain effective communication with customers, team members, and supervisors. Provide regular updates on service orders, billing status, and customer issues, ensuring all stakeholders are informed and aligned.
Customer Service Excellence: Uphold high customer service standards by handling interactions professionally, courteously, and effectively. Strive to exceed customer expectations and maintain positive relationships through proactive and resourceful problem-solving.
Administrative Support: Perform general administrative tasks such as answering phones, scheduling appointments, filing, and managing office equipment. Support the administrative functions of the customer service department to ensure smooth operations.
Training and Development: Participate in ongoing training programs to stay current with industry standards, software applications, and best practices. Continuously seek opportunities for professional development to enhance skills and knowledge.
Compliance and Documentation: Ensure all operations comply with regulatory requirements and organizational policies. Maintain and update necessary documentation for audits and regulatory inspections, ensuring transparency and accountability in all processes.