Customer Care Agent – Utility Billing

Amarillo; Amarillo, Northern (TX, KY); Hybrid; USD 18,000 - 25,000; Full time

Job summary

The City of Amarillo is seeking a Call Center Agent to provide outstanding customer service by answering questions, handling complaints, and resolving product/service issues. You will work under the Call Center Supervisor to ensure a positive caller experience and uphold service standards.

Responsibilities include active listening, accurate problem diagnosis, and building relationships with customers and team members.

Qualifications

• High School Diploma or equivalent. More education or experience may be preferred.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.

Responsibilities

• Answers or makes calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Responds efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engages in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Builds lasting relationships with clients and other call center team members based on trust and reliability.
• Utilizes software, databases, scripts, and tools appropriately.
• Understands and strives to meet or exceed call center metrics while providing excellent consistent customer service.
• Takes part in training and other learning opportunities to expand knowledge of company and position.
• Adheres to all company policies and procedures.

Skills

Customer service

Active listening

Verbal & written communication

Multilingual (optional)

Time management

Problem solving

Typing

CRM software

Education

High School Diploma

Tools

CRM software

Job description

The City of Amarillo is seeking a Call Center Agent to provide outstanding customer service by answering questions, handling complaints, and resolving product/service issues. You will work under the Call Center Supervisor to ensure a positive caller experience and uphold service standards.

Responsibilities include active listening, accurate problem diagnosis, and building relationships with customers and team members.