MUNICIPAL ACCOUNTS REPRESENTATIVE-AUSTIN

Texas Disposal Systems•Creedmoor, TX

About The Position

The Municipal Accounts Representative is responsible for the maintenance of municipal and governmental accounts by recording service changes, updates, cancellations and new set-ups. This position is responsible for escalating service and account issues and coordinating resolution with other departments. The Municipal Accounts Representatives also coordinates events, clean-ups, and other special services as needed. The Municipal Accounts Representative works closely with the Municipal Sales Reps, Operations teams, Data Management, Contract Administrator, and Account Processors to meet customer needs.

Requirements

High School diploma or equivalent
At least one-year experience as a Customer Care Representative
Payment processing experience
Proficiency with the Microsoft Office suite – i.e. Word, Excel or Outlook
Basic proficiency with software to process payments
Basic math and cash handling skills
Professional telephone and personal presence
Strong verbal and written communication skills
Detail-oriented with a strong work ethic and be willing to adapt to change
Ability to follow instructions and work well with internal customers at all levels of the company
Ability to work in a high-volume call center and respond to a variety of calls
Thorough understanding of the business

Nice To Haves

Completion of some college
Previous experience managing contracts

Responsibilities

Maintain assigned accounts and various other contractual service accounts through direct contact with Municipal, Government, and HOA staff members, direct contact with customers, internal Sales, and internal Customer Care. This will include, but not limited to, responding to calls and emails, problem resolution, setting up new accounts and revision of accounts as necessary.
Enter all service changes into the database and enter appropriate work orders for contractual tasks.
Document all service changes for future review.
Support Customer Care Representatives (CCRs) as they process calls from contractual accounts.
Participate in the creation and implementation of training materials, including documenting questions and information to streamline training.
Maintain contractual price change updates from the Contract Coordinator.
Ensure service requirements and audit requirements included in Municipal and HOA contracts are met.
Respond to internal and external customer voicemails and emails daily.
Coordinate events and clean-ups with the in-house Municipal and Government Sales Representatives as needed.
Document internal processes.
Anticipate any possible issues and communicate them directly to the Customer Care Supervisor and the Account Administration Manager.
Communicate any issues to the appropriate internal customers, including the Customer Care Department Head.
Attend meetings as assigned.
Participate in community events held by contractual customers as needed.
Other duties as assigned.