Customer Service Representative
About The Position
Deliver outstanding customer service by promptly and courteously addressing customer inquiries and concerns while ensuring efficient resolution. Proficiently escalate complex issues to the relevant personnel for effective resolution, maintaining professionalism and courtesy throughout all interactions. Applicants are encouraged to attach a resume. ESSENTIAL FUNCTIONS: Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following: Operates in call-center and in-person environments. Assist customers over the phone or in-person with requests for utility service connections, disconnections, and transfers. Provide guidance to customers on using the Customer Self-Service Portal and assist with auto-draft maintenance. Address customer inquiries related to utility services, leaks, and billing concerns. Assess the accuracy of meter readings and charges on utility accounts, calculating adjustments and updating records as necessary. Generate work orders for commercial and residential customers for service requests such as connections, disconnections, transfers, and re-reads, including billing applicable fees. Review payment histories and make decisions on contract terms and durations. Prepare Meter Data Management (MDM) system reports for water and electricity usage review for the customer. Maintain knowledge of department policies, billing rate structures, and operational processes to provide accurate guidance and information to customers. Provide customers with information on utility-related events to enhance awareness and understanding. Process utility payments received from customers; reconcile cash drawers; and follows proper internal cash controls Perform any additional duties as assigned.
Requirements
- High School graduate, or its equivalent
- 10-key by touch
- Two (2) years of related customer service and cash handling experience required
- Proficient in computer skills
- Ability to perform data entry
- Ability to operate a 10-key calculator
- Ability to use computers and related software
- Ability to execute oral and written instructions and reports
- Ability to communicate effectively, both orally and in writing
- Ability to establish and maintain effective working relationships
- Ability to work with utility rates and procedures
- Ability to interpret utility bills for customers and make decisions as to their validity
- Ability to analyze data and problem-solve
- Ability to interpret meter readings for customers
- Ability to add and balance payments
- Ability to figure utility bills
- Ability to provide analytic review of trend analysis
- Valid Class “C” Texas driver's license
Nice To Haves
- Bi-lingual language skills.
Responsibilities
- Assist customers over the phone or in-person with requests for utility service connections, disconnections, and transfers.
- Provide guidance to customers on using the Customer Self-Service Portal and assist with auto-draft maintenance.
- Address customer inquiries related to utility services, leaks, and billing concerns.
- Assess the accuracy of meter readings and charges on utility accounts, calculating adjustments and updating records as necessary.
- Generate work orders for commercial and residential customers for service requests such as connections, disconnections, transfers, and re-reads, including billing applicable fees.
- Review payment histories and make decisions on contract terms and durations.
- Prepare Meter Data Management (MDM) system reports for water and electricity usage review for the customer.
- Maintain knowledge of department policies, billing rate structures, and operational processes to provide accurate guidance and information to customers.
- Provide customers with information on utility-related events to enhance awareness and understanding.
- Process utility payments received from customers; reconcile cash drawers; and follows proper internal cash controls
- Perform any additional duties as assigned.
Benefits
- Check out the benefits of working with us here.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
