Customer Service Representative | Aubrey Location

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

About:

Mustang Special Utility District is a local governmental entity providing water and water reclamation utility service in Denton, Collin, and Grayson Counties of north Texas. We are the largest district of this type in Texas and in one of the fastest growing areas of the country. comprising 34,000 connections over 200 sq. miles. Our motto is Second to None!, Providing Life’s Most Precious Resource. We’re looking for a key person to join our team as Customer Service Representative I.

Description:

This is an entry level position with responsibilities for handling customer requests, inquiries and complaints. The CSR interacts with SUD customers to provide them with information and address their needs either in person, email or through the telephone. The representative is accountable for ensuring timely intervention on all customer service procedures and policies. They should be skilled in the ability to be accountable, answer questions, and find solutions for customer and billing issues.

JOB DUTIES:

• Handles customer inquiries in accordance with the company’s guidelines and policies.
• Responds quickly and accurately to routine customer requests, inquiries, complaints, and provides proper and timely follow-up.
• Familiar with basic aspects of customer service including billing, payments, credit arrangements, adjustments, service requests, meter information, rate schedule changes, engineering, and construction activities.
• Efficiently utilizes the software system to update customer information, generate work orders and post customer payments.
• Uses utility billing and other computer programs to research problems concerning customer account balances and water consumption.
• Maintains files and compiles receipt reports.
• Receives cash, check, credit card, and/or money order payments. Issues receipts for a variety of transactions including payment of utility bills, service fees and deposits.
• Retrieves and opens mail from post office box and processes any returned bills.
• Performs clerical work as needed including typing correspondence, completing forms, filing, inquires on returned mail, and contacting customers.
• Performs other duties as assigned.
• Works under close supervision.

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.