Solid Waste ADMIN - Customer Service Representative I, II, III - Solid Waste

City of Abilene•Abilene, TX

2d•$15 - $21•Onsite

About The Position

Under general supervision, to perform a variety of customer service duties involved in assisting Solid Waste and Recycling customers and division staff in handling customer billing, education on policy, inquiries, and complaints. Process service requests, respond to emails, phone calls and assist walk-in customers with full knowledge of all Solid Waste & Recycling operations. This position also maintains office administrative records, forms, and files. Requires independence and critical assessment consistent with established policies and procedures.

Requirements

Basic math including addition, subtraction, multiplication, and division.
Basic computer applications include word processing, spreadsheets, and databases.
Office procedures, methods, and equipment including computers.
Web-based software programs.
Departmental rules, regulations, procedures, functions, office recordkeeping and reporting procedures.
Manage multiple phone lines.
Manage multiple computer software programs.
Provide quality customer service.
Assist with multiple high stress projects with precision and accuracy.
Manage multiple projects with precision and accuracy.
Type a minimum of 35 words per minute.
Decipher appropriate response to varying personalities and interpersonal approaches.
Work in a fast-paced, and at times extreme stress environment.
Communicate clearly and concisely.
Produce accurate forms, reports and requests.
Learn enterprise (Tyler ERP) and water utility billing software.
Understand collection schedules and read route maps, learn curb schedules and collection cycles and communicate effectively to the customer and Division personnel.
Use office equipment and 2-way radios.
Learn the billing process for Solid Waste & Recycling services.
Ability to operate a City vehicle to various City properties, service locations, and vendors.
Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.
Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.
Perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.
Two (2) years of previous customer service experience is required (CSR I).
A high school diploma or GED is required (CSR I).
A Texas driver’s license or the ability to obtain one within ninety (90) days of employment or a military waiver is required (CSR I).
Three (3) years of previous customer service experience is required (CSR II).
Over a six (6) month period, no more than two data entry errors per week in the billing spreadsheet or operations tracking software (CSR II).
Three (3) years of experience as a City of Abilene Customer Service Representative II (CSR III).

Nice To Haves

Basic mapping programs such as GIS and ArcView is preferred.
Spreadsheet and database tools and knowledge of mapping tools.
Associate’s degree or some college coursework or training in business management, accounting, office management or MS-Office suite to include Excel and Word, is preferred (CSR II).

Responsibilities

Provide exceptional customer service by addressing customer needs via email, in person, and by telephone.
Manage multiple telephone lines using an Automatic Call Distribution (ACD) phone system.
Utilize web-based CRM and operational software to create service requests, research customer request history, and review disposal history.
Process SeeClickFix requests, inquiries, voicemails, and emails automatically routed to CRM software and distribute them to appropriate Division personnel.
Respond to pricing inquiries and service-level availability requests from Waste Management companies.
Verify customer status for Abilene Brush Center personnel.
Conduct inquiries within the City of Abilene Enterprise Resource Planning (ERP) system to determine customer service levels and billing history.
Run daily reports and generate service requests to verify service for newly established Water Utility Billing accounts using the ERP system.
Enter driver route trouble-spot reports into operational software to ensure timely resolution of route-related issues.
Verify and troubleshoot service levels, customer types, collection schedules, and service locations.
Process, file, and track Division purchase invoices.
Log purchases in the Division Purchase Log and ensure documentation aligns with items submitted through the approval process.
Organize, maintain, and file office records, including daily operational logs.
Distribute incoming mail and deliveries to appropriate Division personnel.
Support office operations as the sole employee during staffing shortages.
Travel to and provide backup support for Abilene Brush Center staff, including accepting payments through ERP cashiering software.
Operate a City vehicle to travel to the Environmental Recycling Center, Abilene Brush Center, City of Abilene Container Maintenance Facility, multiple landfill and recycling vendors, and other City of Abilene properties to verify service information.
Edit customer billing accounts (CSR II).
Enter and submit monthly direct to customer invoices utilizing ERP software (CSR II).
Maintain and Manage Microsoft Excel Spreadsheet utilized for billing tracking (CSR II).
Coordinate with City of Abilene Water Utility Office Billing Supervisor to verify current bills are accurate to complete bill runs (CSR II).
Assist supervisory staff verifying landfill invoices and processing check requests for payment (CSR II).
Process and route all legally required documents (CSR II).
Audit entries in operational software to ensure accuracy in record keeping and veracity of reports (CSR II).
Enter, review and submit charges into WAWF for Dyess AFB billing charges (CSR II).
Oversee lower-level staff’s activity in ERP & CRM systems (CSR III).
Audit billed services (CSR III).
Inventory and order required forms and office supplies for the Division (CSR III).
Train lower-level staff and those assisting in the office (CSR III).
Provide guidance in the absence of the supervisor and Division Manager (CSR III).
Perform other job related duties and responsibilities as assigned.