Customer Service Representative

Department: Administrative Services

Reports To: Customer Service Supervisor

FLSA Status: Non-Exempt

Mustang pays 100% of the following employee benefits:

• Healthcare Insurance– low deductible plan (and pays up to 50% of the premium cost for family members).
• Dental Insurance
  
• Long Term Disability
• Term Life Insurance Policy
• AD&D

Additional Benefits

• 11 Paid Holidays
• Vision Insurance – VSP
• 80 hrs. PTO after the first year
• Sick Time (8hrs per month)
• Pension plan with 200% match and 7% compounded interest annually after the first year – vested at 10 years

Summary:

The Communication Specialists perform various duties to ensure that proper communication is being presented through all customer relations. Creates and performs a wide variety of customer outreach tasks that include but are not limited to, social media, website, and public events. When assisting customer service, prompt responses or remedies to customer inquiries, problems, or issues, helps customers pay bills, open work orders and assign proper quadrants for field technicians, and assists customers regarding a wide array of topics. Works with Customer Service Representatives and customers to quickly and accurately troubleshoot, analyze, diagnose, and engage appropriate resources to resolve customer service issues.

JOB DUTIES:

· Creates new ideas/ topics for social media accounts, which show an understanding of processes and procedures.

· Responsible for updating a website for all needs related to District.

· When attending public events, must present the District with the utmost respect and logical thinking when answering questions.

· Responds quickly and accurately to routine customer requests, inquiries, and complaints and provides proper and timely follow-up.

· Use independent judgment and analytical skills to resolve customer inquiries and complaints. Process water emails, online requests, and other third-party vendor requests ensuring resolution.

· Process account adjustments, meter change-outs, and disconnects for accounts that have delinquent balances.

· Research and resolve misapplied payments, re-reads, leaks, and any other situations that may arise.

· Use resourcefulness and tact when dealing with irate customers.

· Process and complete all work orders in accordance with the District's procedures, confidently and accurately.

· Performs clerical work as needed, including typing correspondence, completing forms, filing, and contacting customers.

· Collecting and processing builder permits and accounting for the necessary documentation.

· Other business duties as needed or required.

MINIMUM QUALIFICATIONS:

· High School Diploma or GED equivalent is required; in addition to 3-4 years of experience providing customer services.

· Knowledge of Customer Service principles and methods.

· Knowledge of basic accounting practices and procedures.

· Able to use judgment and initiative when analyzing problems, resolving disputes, and presenting effective solutions while considering the department’s policies and procedures.

· Skill in quality customer service, especially managing irate and emotional customers.

· Ability to communicate effectively both verbally and in writing.

· Ability to effectively work and adapt with frequent interruptions and changes in priorities.

· Ability to communicate tactfully and effectively with employees in the department, employees in other city departments, and the public.

· Knowledge of automated systems for billing on accounts, online cashiering, and working with management.

· Skill in the use of computer software packages such as Microsoft Excel, Word, Access, and PowerPoint.

CONDITIONS OF EMPLOYMENT:

· Must have a valid Class "C" Driver's License prior to employment (must obtain Texas Class "C" driver's license within 30 days of hire per state law).

· Must pass a drug test, driver's license check, criminal history background check, and social security number verification check.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

· Frequently required to sit and use hands/fingers to handle, feel, and manipulate keys on a keyboard. Must be able to lift up to 30 pounds. Must be able to walk, stand, and work for extended hours.

· Requires visual acuity sufficient to recognize people, words, and numbers, including close vision. Requires speaking and hearing ability sufficient to hear over the phone and carry on routine conversations.

· Typical office work environment. Required to operate a personal computer, photocopy machine, facsimile machine, calculator, telephone, CB radio, etc.

· The essential duties and responsibilities; knowledge, skills, and abilities; physical demands; and work environment are representative of those that must be performed satisfactorily, must be met, or will be encountered with this position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The duties, responsibilities, and qualifications in this posting are representative categories to be used by an applicant in deciding whether to apply for the position. These general guidelines do not constitute an exhaustive list of qualifications or essential functions of the position. All qualified applicants will receive consideration without regard to color, race, religion, national origin, age (over 40), physical or mental disability, sex (including pregnancy, gender identity, and sexual orientation), citizenship, veteran’s status, genetic information or any other characteristic protected by applicable federal, state or local laws.