Customer Service Representative II

Nexus Water Group • Sugar Land, TX

8d

About The Position

The Customer Service Representative II provides timely, accurate, and professional support by handling somewhat complex customer inquiries, resolving complaints, and supporting account-related activities. The role serves as a key point of contact for billing and service concerns and works with internal teams to resolve issues and support a positive customer experience.

This position is primarily based in an indoor office environment under standard working conditions. It requires regular use of a computer, telephone, and other office equipment, as well as the ability to remain seated or in one position for extended periods. The role also requires sustained focus while managing multiple customer interactions and working on a computer for extended periods.

Requirements

• High school diploma or GED.
• At least 2 years of customer service or contact center experience.
• Strong verbal and written communication skills.
• Ability to handle complex customer inquiries and resolve issues using sound judgment.
• Strong problem-solving and critical-thinking skills.
• Ability to multitask and manage competing priorities in a fast-paced environment.
• High attention to detail and accuracy.
• Customer-focused approach and ability to handle difficult or sensitive situations professionally.
• Ability to follow procedures and identify when escalation or partnership is needed.
• Proficiency with computer systems and customer service platforms.

Responsibilities

• Respond to customer inquiries by phone, email, chat, or written correspondence, handling more complex service issues and escalating when appropriate.
• Answer incoming calls and resolve customer questions about billing, payments, service issues, and account activity.
• Review and respond to customer correspondence in a timely and accurate manner.
• Gather and assess customer information to determine next steps, ensuring timely resolution or escalation.
• Initiate and document field activities to track, own, and resolve customer complaints.
• Assist with account activities, including new service setup, move-outs, account updates, work order creation, and payment processing.
• Explain billing statements, payment plans, and assistance programs, and partner with Billing on bill corrections such as cancellations, re-bills, and back-bills.
• Provide information about service disruptions, leaks, odors, water quality, conservation, and tariffs.
• Maintain accurate, detailed records of customer interactions, transactions, and resolutions in system tools.
• Partner with field operations, billing, and collections to resolve customer issues and improve service delivery.
• Follow company policies, procedures, and regulatory requirements when handling inquiries and payment arrangements.
• Manage complex and sensitive customer interactions effectively while delivering a high level of customer service.

Benefits

• Paid time off starting at 3 weeks annually.
• 11 company-paid holidays.
• Health, dental, prescription, and vision benefits beginning the first day of the month after starting.
• 401(k) program with a 100% match on contributions up to 4% of salary, plus an additional 3% employer contribution.
• Professional development through training, professional certifications, and an education allowance.
• Company-provided life insurance.
• Employee Assistance Program.
• Employee Resource Groups.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED