Contact Center Representative I (Walk-In Center)

City of Garland; Garland (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

City of Garland is seeking a dedicated customer service representative to handle utility billing inquiries and assist customers in person, by phone, or via email. The role requires weighing customer concerns and providing accurate program information to resolve issues efficiently.

Responsibilities include processing connections and disconnections, addressing late payments, and issuing necessary memos while maintaining a strong customer-first approach in a fast-paced environment.

Qualifications

• High School Diploma or GED.
• 2 years of related customer service or call center experience or equivalent.

Responsibilities

• Resolve utility billing inquiries for electric, water, sewer, and sanitation services.
• Process service connections, disconnections, and transfers.
• Assist customers regarding late payments and service restorations due to non-payment.
• Issue bill adjustment memos, Letters of Credit, and Letters of Residency as needed.
• Provide information about various utility programs and services.
• Other duties as assigned.

Skills

Customer service

Call center experience

Communication skills

Problem solving

Education

High School Diploma or GED

Job description

Summary

Responsible for interacting with utility customers or their agents, whether by telephone, in person, via e-mail, or eAssist, to resolve a variety of questions and concerns regarding electric, water, sewer, and sanitation services.

Pay Range: (Depending on qualifications and experience)

Work Schedule: TBD

Essential Duties & Responsibilities

• Resolve utility billing inquiries for electric, water, sewer, and sanitation services.
• Process service connections, disconnections, and transfers.
• Assist customers regarding late payments and service restorations due to non-payment.
• Issue bill adjustment memos, Letters of Credit, and Letters of Residency as needed.
• Provide information about various utility programs and services.
• Other duties as assigned.

Minimum Qualifications

• High School Diploma or GED.
• 2 years of related customer service or call center experience, or an equivalent combination of education and experience sufficient to successfully perform the job.

Physical Requirements & Work Environment

Work is performed in a call center or walk-up customer service environment; occasional exposure to noise and other environmental conditions or hazards.