Customer Service II

A P A International; Conroe (TX); On-site; USD 38,000 - 46,000; Full time

Job summary

APA International Placement Consultants in Conroe, TX is seeking a Customer Service II for direct hire. You will oversee new service connections, account adjustments, and collections support while ensuring adherence to KPIs.

You will use contact center software and CIS systems to process payments, handle billing inquiries, and support a team of CSR staff. Requires at least two years of experience and a high school diploma or GED.

Qualifications

• Minimum of two years of customer service experience, preferably in utilities or regulated industries.
• High School Diploma or GED equivalent.
• Proficiency with contact center software and CIS systems.

Responsibilities

• Manage new service connection requests, coordinate with field staff, and initiate meter installation.
• Process adjustments, deposit refunds, and payment arrangements within guidelines.
• Research and resolve moderately complex customer issues not involving advanced billing.
• Support collections processes and delinquency management.
• Provide informal training and guidance to CSR I staff.
• Maintain performance expectations, including contact center KPI standards.

Skills

Customer service

Education

High School Diploma or GED

Tools

Contact center software

CIS systems

Job description

Direct Hire | BizTek People, Inc. | APA International Placement Consultants | United States

Posted On 08/04/2026

Job Information

Job Opening ID 10136

Language Skills English

Location Conroe, TX

Technology

City Conroe

State/Province Texas

77301

Job Description

Title: Customer Service II

Duration: DTE – Direct Hire

Job Description

Under general supervision, the Customer Service Specialist II performs advanced customer account management, including new connection setup, account adjustments, and collections support.

Employees at this level are proficient across all core areas of customer service operations, excluding specialized billing functions.

The role requires effective use of contact center software and consistent achievement of higher-level performance standards (KPIs).

• Perform all CSS I duties with proficiency.
• Manage new service connection requests, coordinate with field staff, and initiate meter installation.
• Process adjustments, deposit refunds, and payment arrangements within guidelines.
• Research and resolve moderately complex customer issues not involving advanced billing.
• Support collections processes and delinquency management.
• Provide informal training and guidance to CSR I staff.
• Maintain performance expectations, including contact center KPI standards.
• Process customer payments, returned mail, and billing correspondence.
• Conduct outbound calls to notify customers of leak alerts, declined payments, or urgent account issues.
• Review CIS records to identify potential revenue recovery opportunities.
• Perform other duties as required or assigned.

Requirements

• Minimum of two years of customer service experience, preferably in utilities or regulated industries.
• High School Diploma or GED equivalent
• Proficiency with contact center software and CIS systems.

KPI Expectations:

• Average Handle Time (AHT): 8:30 minutes