Customer Service Representative

NEW BRAUNFELS UTILITIES; New Braunfels (TX); On-site; USD 28,000 - 36,000; Full time

Job summary

NEW BRAUNFELS UTILITIES is seeking a Customer Service Representative to join the Call Center in New Braunfels, TX. The role focuses on delivering excellent service, handling customer inquiries about utility accounts, and supporting multiple departments as needed.

The CSR must communicate clearly, stay professional under stress, and manage tasks efficiently while assisting customers with billing, payments, and program information. This is a full-time position based in New Braunfels.

Qualifications

• One year or more of customer service experience preferred.
• Bilingual in Spanish is preferred.
• Excellent written and oral communication skills required.
• Ability to manage multiple tasks and priorities.

Responsibilities

• Obtain account information from customers and explain charges on utility bill with confidentiality.
• Investigate, research and resolve problems per policy and procedures.
• Provide meter readings and data analysis on electric and water meters.
• Draft monthly messages and autodialer calendars.
• Assist by providing information about utility bill assistance programs.

Skills

Customer service

Communication

Data entry

Bilingual Spanish

Multitasking

Education

High School Diploma / GED

Tools

MilSoft

OnlineUtilityExchange

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Service Representative

Regular Full-Time Staff Customer Solutions Center, New Braunfels, TX, US

4 days ago Requisition ID: 1846

Salary Range: $20.46 To $26.08 Hourly

Position Summary

The Customer Service Representative (CSR) in the Call Center provides excellent customer service to our customers by providing support in all areas concerning their utility accounts. The individual should have excellent written and oral communication skills, a positive attitude, strong work ethic, extreme professionalism, and a passion to serve others. This includes the ability to multi-task and type while talking on the phone without being distracted by others and the ability to manage emotions in stressful situations. Multitasking and stress management skills are essential for this position. The CSR must have the ability to apply critical thinking strategies to autonomously resolve customer grievances.

The CSR in the Call Center is highly involved in interacting with external and internal customers via telephone, fax, letter or email. As the first point of contact, the CSR will become familiar with the general duties and responsibilities of the New Construction, Conservation and Customer Solutions, Electric Engineering, Electric Operations, Water Engineering, Water Operations, Laboratory and Control Center teams to facilitate incoming customer inquiries and direct to the appropriate department.

In addition, the Customer Service Representative in the Call Center performs basic clerical duties such as filing, organizing, printing, copying, etc. and assists in the operational duties of other areas within Customer Service as needed.

The representative acts with a sense of urgency, is solution-oriented, approachable, professional and takes great pride in working with customers to deliver an experience that meets and, at times, exceeds their expectations.

ADMINISTRATIVE SUPPORT

• Obtainsaccountinformationfromcustomersandexplainschargesonutilitybillwhilemaintaining confidentiality
• ConductsaccountsearchesbyutilizingtheCustomer InformationSystem (CIS);Northstar
• Investigates,researchesandresolvesproblemsinaccordancewithestablishedpolicyandprocedures
• Correctsmisappliedpayments,researchesrefunds,reverseslatefees,NSFfees,processingfees,and tampering fees, if applicable
• Providesmeterreadinganddataanalysis onelectricand watermetersusing MeterSense
• Offersandexplainstheadditionalservicesandprogramsavailablesuchas;autodraft,autopay,pickyour due date, budget billing, senior citizen billing and critical care.
• Providesinformationaboututilitybillassistanceprogramandthecontactinformationforthevarious agencies that aid with their particular need
• Understandingofthenecessityandvalueofaccuracyand attentiontodetail;abilitytoprocessinformation with high levels of accuracy
• Servesasapeer resourceandmayperformgeneraladministrativesupport
• Draftsmonthlymessage andautodialer calendars
• Generate,review,andcompletepastdueautodialercampaignsusingMilSoft
• Providesproofofresidency,customeraccountsummariesfortaxorfinancialassistancepurposesandother requested customer account documentation
• VersedinbasicITtroubleshootingtechniquestoidentifyandresolvetechnologyissueswhenworking from home
• FamiliarwithMicrosoftsuitetodraftemails,composememosandconstructspreadsheetstocommunicate with customers, internal and external.
• Abilitytomanagemultipleconcurrentobjectives,projects,groups,oractivities,makingeffective judgments as to prioritizing and time allocation.

INTERNALANDEXTERNALCOMMUNICATION

• Maintainscalmcomposureandcommitmenttoworkduringperiodsofheavyworkloadandstressful situations
• KnowledgeableofNBU’sratestructure,ServiceConditionsPolicyandCityofNewBraunfelsCodeof Ordnance, Chapter 130, to effectively educate customers on the governance of their accounts
• Schedulesre-readsonelectricand/orwatermeters,schedulesenergyorwaterassessments,compares electric and water usages, calculates and performs qualifiable billing adjustments, as needed.
• Knowledgeofandabilitytoutilizeprocesses,tools,andtechniquesfordetecting,addressingand preventing fraudulent situations
• Providesinformationforalternativeformsofdepositotherthanadepositpaymenti.e.guarantor,letterof credit, irrevocable letter of credit and the retention periods
• ProcessesApplicationsorlettersofcreditreceivedviafaxoremail
• Processesdisconnectand transferofservicerequests
• Verifiescaller’sidentityviaOnlineUtilityExchange forapplicationordebtcollectionpurposes
• ResearchesCISsystemtoconfirmifapplicanthasanypastaccountbalances.Ifoutstandingbalanceis found, sets up payment arrangement and forwards to Collections Representative.
• Understandsandcandemonstratehowbillingsarecalculatedtosuccessfullyeducatethe customers
• Advise,educate,andengagecustomersonavarietyoftechnologicaltoolsandresourcesallowingthemto explore solutions to achieve their goals
• Becomesfamiliarandunderstandthedutiesandresponsibilitiesofotherkeydepartmentstoaccelerate resolution to customer requests

GENERAL RESPONSIBILITIES

• Maintainregularattendance;leavescheduleshouldbemanagedsoastonotinterferewithabilityto accomplish tasks, including special projects and assignments with deadlines
• AdheretoNBUsafetyguidelinesandpracticesatalltimesandinall situations
• Maintainacleanandsafeworkarea,office,fieldsiteandvehicleasapplicable
• Develop&maintaineffectivecustomerserviceskillsforcommunicationswithco-workers,customersand the public in general
• Maintainstrictconfidentialityofbusiness,employeeandcustomerinformationinwrittenandoral communications and safeguard sensitive documents
• AdheretoNBUpoliciesandprocedures
• ExemplifiesNBUCoreValuesofIntegrity,Stewardship,Team,CultureandSafety
• Participate in and support initiatives to reach annual NBU Performance Measures

Formal Education and Work Experience Requirements

• Degree/Diploma Obtained: High School Diploma/GED Work Experience Time Frame: One Year or More Field of Study: General Studies
• Other: - One year of experience in customer service relations, preferably in utilities.
• Bilingual in Spanish is preferred

OtherMinimumQualifications

• UtilizecurrentversionsofcomputersoftwareandhardwareprovidedbyNBUtoresearchcustomeraccounts,perform data entry, and to create other documents that are clear, accurate and grammatically correct.
• Excellent10Keyand dataentryskills
• Ability to efficiently operate various standard office machines like copiers, scanners, and faxes.