CUSTOMER SOLUTIONS REPRESENTATIVE (DOQ)

Brownsville Public Utilities Board; Four Corners (TX); On-site; USD 22,000 - 36,000; Full time

Job summary

Brownsville Public Utilities Board in Texas is seeking a Senior/Lead Customer Solutions Representative to respond to inquiries about water service, installations, billing, and delinquent accounts. You will work under supervision, using BPUB policies and procedures.

The role requires excellent customer service, bilingual English/Spanish communication, and proficiency with Microsoft Office. Prior experience in customer service or cashiering is preferred, with a high school diploma or GED.

Qualifications

• High School diploma or GED required, plus two years' customer service or cashiering experience.
• Associate’s Degree preferred for Senior level.
• Bachelor’s degree with related field for Lead role.
• Bilingual English/Spanish is highly beneficial.

Responsibilities

• Provide expertise to help customers obtain efficient use of utility services.
• Act as a resource with customers by providing information and resolving standard issues.
• Review Customer Information System for account number and alerts.
• Answer customer inquiries; initiate and generate service orders.
• Operate equipment and computer software; maintain documents of record.
• Provide written and oral summaries and reports; follow BPUB policies during emergencies.
• Review and post high-low transactions and other billing exceptions; prepare letters/reports.
• Provide relief for receptionist or messenger; perform other duties as assigned.

Skills

Customer service

Problem solving

Bilingual English/Spanish

Microsoft Office

Education

High School diploma or GED

Associate’s Degree

Bachelor’s degree

Tools

Microsoft Office

Job description

Salary $16.00 - $26.00 Hourly (Depending on Qualifications)

Job Summary

Under general supervision, provides service to Brownsville Public Utilities Board ( BPUB ) internal and external customers by responding to inquiries about water service availability, installation of water and wastewater connections, customer service, billing, and delinquent accounts. Works in accordance with established policies and procedures and under the supervision of the designated individual or supervisor.

Responsibilities

Provides expertise and services to help customers obtain efficient use of utility services.
Acts as a resource with internal and external customers by providing information and resolving customer service or other standard issues as they arise. Reviews Customer Information System for customer account number and any alerts. Answers customer inquiries; initiates and generates service orders. Operates multiple types of equipment and computer software programs. Maintains, safeguards, and provides original documents of record. Provides written and oral summaries and reports. Works under the Incident Command System during declared emergencies as a requirement of the position. Reviews and posts high-low transactions including any other billing exceptions. Prepares detailed letters/reports as required. Provides relief for receptionist or messenger. Completes other job duties as assigned.

Knowledge, Skills, and Abilities

Knowledge important to perform the functions of the job include:

Knowledge of City Ordinances as they relate to BPUB policies and rates.

Knowledge of and adherence to the BPUB Open Records Policy

Knowledge of and adherence to the BPUB Records Retention Policy.

Knowledge of modern office terminology, procedures, practices, and equipment including switch board(s).

Some knowledge of service records, customer accounting and collection procedures.

Skills important to perform the functions of the job include:

Excellent customer service and problem-solving skills.

Bilingual (English/Spanish) communication skills.

Abilities important to perform the functions of the job include:

Ability to establish and maintain effective public relations through frequent contact with internal and external customers.

Ability to understand and follow simple oral and written instructions and to communicate effectively.

Ability to utilize Microsoft Office software including Excel, Word, PowerPoint, Outlook, and Access.

Ability to perform mathematical calculations.

Ability to cope with extreme cases of human behavior.

Education & Experience Requirements

High School diploma or GED plus two (2) years’ experience in customer service or cashiering.

Any equivalent combination of education and experience may substitute the minimum qualifications.

Senior Customer Solutions Representative

Associate’s Degree with major course work in business or related field plus four (4) years’ experience in customer service. Any equivalent combination of education and experience may substitute the minimum qualifications.

Lead Customer Solutions Representative

Bachelor’s degree with major course work in business or related field and five (5) years’ experience in customer service, including two (2) years of progressively responsible experience. Any equivalent combination of education and experience may substitute the minimum qualifications.

Certificates, Licenses, Registrations

Requires a valid Texas Driver License or receipt of a valid Texas Driver’s License within 90 days of relocation to Texas and a safe driving record, as measured by company policy.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Some physical effort may require lifting, carrying, pushing, and/or pulling objects, sometimes weighing up to 35 lbs. maximum. Ability to sit for long periods of time without any discomfort with some standing or walking required.

Eligibility for Employment

In addition to any and all other qualifications required for employment stated under the Brownsville P.U.B Personnel Policies and Procedures Policy No. 39:

• Prohibit the hiring of any person who is related to BPUB Executive Management within the third degree of Consanguinity or second degree by Affinity; and
• Based on certain prohibitions of the Charter and Statute on nepotism, no person can be hired who shall be related to any member of the Board of Directors or City Commission within the third degree of consanguinity or second degree by affinity.