Customer Care Specialist II - Billing & Service Support

Nexus Water Group; Sugar Land (TX); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

PTO and holidays

Health/dental/prescription/vision

401(k) with matching

Professional development

Life insurance

Employee Resource Groups

Job summary

Nexus Water Group is seeking a Customer Service Representative to provide timely, accurate, and professional support to customers across multiple channels. You will handle billing questions, service issues, account activity, and coordinate with internal teams to ensure swift resolutions in a regulated water utility environment.

The role emphasizes complex inquiries, documentation, and maintaining precise records while delivering a high level of customer service in a fast-paced office setting in

Qualifications

• High School Diploma or GED required.
• 2+ years of customer service or contact center experience.
• Strong verbal and written communication skills.
• Ability to handle complex inquiries and resolve issues effectively.

Responsibilities

• Respond to customer inquiries via phone, email, chat, or written correspondence, handling more complex service issues and escalating when appropriate.
• Answer incoming calls and resolve questions related to billing, payments, service issues, and account activity.
• Review and respond to customer correspondence in a timely and accurate manner.
• Gather and assess customer information to determine next steps and ensure timely resolution.
• Initiate and document field activities to track, own, and resolve customer complaints.
• Assist customers with account-related activities, including new service setup, move-outs, account updates, and payment processing.
• Explain billing statements, payment plans, and assistance programs, partnering with Billing to support bill corrections.
• Provide information on service-related topics such as service disruptions, leaks, odors, water quality, conservation, and tariffs.
• Maintain accurate records of customer interactions and resolutions in system tools.
• Partner with internal teams to resolve customer issues and improve service delivery.
• Ensure compliance with company policies and regulatory requirements when handling inquiries and payment arrangements.
• Deliver high level of customer service by managing complex and sensitive interactions.

Skills

Verbal communication

Written communication

Problem solving

Multitasking

Attention to detail

Customer-focused

Procedural adherence

CRM software

Billing systems

Education

High School Diploma or GED

Tools

CRM software

Billing systems

Job description

Nexus Water Group is seeking a Customer Service Representative to provide timely, accurate, and professional support to customers across multiple channels. You will handle billing questions, service issues, account activity, and coordinate with internal teams to ensure swift resolutions in a regulated water utility environment.

The role emphasizes complex inquiries, documentation, and maintaining precise records while delivering a high level of customer service in a fast-paced office setting in