It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Provides advanced customer service support to utility customers through phone, email and in-person interactions. Handles complex and escalated customer inquiries and issues with professionalism and efficiency. Supports team development by assisting with onboarding, mentoring, and training of new and existing staff, when needed. Maintains a strong understanding of utility operations, billing processes, and department policies to deliver high-quality service and problem resolution.

Applicants are required to attach a resume and cover letter.

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:

• Responds to and resolves complex customer inquiries and complaints regarding utility services, billing, and account issues, escalating to supervisory staff or other departments as needed.

• Provide guidance and support to Customer Service Representatives in addressing challenging or escalated   situations.

• Assists Quality Assurance Coordinator and/or Supervisor, when requested with development and delivery of training for new hires and ongoing training for current staff.

• Reviews customer utility accounts for accuracy; analyzes meter readings, calculates adjustments, and determines bill corrections as appropriate.

• Prepares and processes work orders for service connections, disconnections, transfers, re-reads, and other service needs.

• Offers payment plan options to customers in need and makes sound decisions on terms based on payment history and account status.

• Maintains a working knowledge of department policies, utility rate structures, and service operations to support accurate customer communication.

• Provides accurate and timely information to customers regarding service disruptions, utility events, and policy changes.

• Supports customer service in either call center or in-person environments, ensuring service levels and customer needs are consistently met.

• Assists with maintaining department procedures and resources.

• Performs other related duties as assigned.

MINIMUM QUALIFICATIONS:

Education, training and Experience Guidelines

High School diploma or equivalent. Three (3) years of full-time work experience in customer service and cash handling. OR Any equivalent combination of experience and training/education that provided the required knowledge, skills and abilities.

*Municipal experience is preferred.

Knowledge of:

• Effective customer relations practices.

• Basic accounting and billing procedures.

• Federal, State and Local laws.

• City practice, policy and procedures.

• Problem resolution strategies and conflict management.

Skill in:

• Clear and professional verbal and written communication.

• Managing difficult or escalated customer interactions.

• Leading and coaching peers or junior staff.

• Analyzing utility accounts and interpreting billing or meter data.

• Using software systems for service requests, billing, and customer interactions.

• Multitasking in a high-volume service environment.

Key Competencies

• Effective Communicator

• Team Builder

• Strategic Thinker

• Results Oriented

• Problem Solver and Decision Maker

• Planner and Organizer

• Technically Knowledgeable

LICENSES AND CERTIFICATION REQUIREMENTS

Valid Class "C" Texas Driving License

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

Sufficient physical ability to work in an office setting; sit, stand, walk, reach, twist, turn, kneel, bend, squat, and/or stoop for prolonged periods of time; perform duties requiring grasping, repetitive hand movement, and fine coordination; and operate office equipment.

Hiring Range: $20.24 - $25.36, hourly.

Regular-Full time

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!