Customer Service Representative II

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

Who We Are

Nexus Water Group is a leading regulated water and wastewater utility serving more than 1.3 million people across 12 U.S. states and 2 Canadian provinces.

"Nexus" means connection. Through the essential water and wastewater services we deliver, we have a very personal connection to the people, businesses, and communities we serve. This is why our operations are locally led and managed. Every day, over 1,200 professionals deliver vital, safe, and reliable service through over 670 water systems and 360 wastewater systems.

What We Offer:

• Paid Time Off: Starting at 3 weeks annually along with 11 company-paid holidays.
• Health and Wellness Benefits: The first day of the month after your start, you'll have access to your health, dental, prescription and vision benefits to help you stay well.
• 401(k) Program with Matching Contribution: We offer a 100% match on contributions up to 4% of your salary, plus an additional 3% employer contribution.
• Grow With Us: Professional development opportunities through training, professional certifications, and education allowance.
• Additional Benefits: Other great benefits include company provided life insurance and Employee Assistance Program just to name a few.
• Employee Resource Groups (ERG): ERGs are voluntary employee groups that form based on shared characteristics or backgrounds and are sponsored by the organization.

Overview:

The Customer Service Representative provides timely, accurate, and professional support to customers by handling somewhat complex inquiries, resolving complaints, and supporting account-related activities. This role serves as a key point of contact for customer issues, including billing and service concerns, and partners closely with internal teams to ensure resolution and a positive customer experience.

What You'll Do:

• 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 customer 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 appropriate next steps, ensuring timely resolution or escalation of issues
• 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, work order creation, and payment processing
• Explain billing statements, payment plans, and assistance programs, partnering with Billing to support bill corrections (e.g., cancellations, re-bills, back-bills)
• Provide information on service-related topics such as service disruptions, leaks, odors, water quality, conservation, and tariffs
• Maintain accurate and detailed records of customer interactions, transactions, and resolutions in system tools
• Partner with internal teams, including field operations, billing, and collections, to resolve customer issues and improve service delivery
• Ensure compliance with company policies, procedures, and regulatory requirements when handling customer inquiries and payment arrangements
• Deliver a high level of customer service by managing more complex and sensitive customer interactions effectively

Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

What You'll Bring:

Knowledge, Skills, and Abilities

• Strong verbal and written communication skills
• Ability to handle complex customer inquiries and resolve issues with sound judgment
• Strong problem-solving and critical thinking skills
• Ability to multitask and manage competing priorities in a fast-paced environment
• High attention to detail and accuracy
• Customer-focused mindset with the ability to handle difficult or sensitive situations professionally
• Ability to follow procedures while identifying when escalation or partnership is needed
• Proficiency with computer systems and customer service platforms

Qualifications

• High School Diploma or GED
• 2+ years of customer service or contact center experience

Work Environment and Physical Requirements:

This role is primarily based in an indoor office environment under standard working conditions. The position requires regular use of a computer, telephone, and other office equipment, with the ability to remain seated or in one position for extended periods throughout the workday.

The role requires sustained focus and attention, including managing multiple customer interactions and working on a computer for extended periods.

About Our Company

We are a proud Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any characteristic or condition protected by Federal, state, or local law.

We are an E-Verify participating employer.