Waste Services Customer Experience & Billing Administrator

City of Abilene, Texas; Abilene (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

City of Abilene, Texas is seeking a Customer Service Representative I-III to support Solid Waste and Recycling customers. You will handle billing inquiries, education on policy, and respond to emails, calls, and walk-ins using ERP and CRM systems.

The role requires independence, ability to manage multiple phone lines, process service requests, and assist division staff. No supervision at entry level with potential as lead at higher levels.

Responsibilities

• Provide exceptional customer service by addressing customer needs via email, in person, and by telephone.
• Manage multiple telephone lines using an Automatic Call Distribution (ACD) phone system.
• Utilize web-based CRM and operational software to create service requests, research customer request history, and review disposal history.
• Process SeeClickFix requests, inquiries, voicemails, and emails automatically routed to CRM software and distribute them to appropriate Division personnel.
• Respond to pricing inquiries and service-level availability requests from Waste Management companies.
• Verify customer status for Abilene Brush Center personnel.
• Conduct inquiries within the City of Abilene ERP system to determine customer service levels and billing history.
• Run daily reports and generate service requests to verify service for newly established Water Utility Billing accounts using the ERP system.
• Enter driver route trouble-spot reports into operational software to ensure timely resolution of route-related issues.
• Verify and troubleshoot service levels, customer types, collection schedules, and service locations.
• Process, file, and track Division purchase invoices.
• Log purchases in the Division Purchase Log and ensure documentation aligns with items submitted through the approval process.
• Organize, maintain, and file office records, including daily operational logs.
• Distribute incoming mail and deliveries to appropriate Division personnel.
• Support office operations as the sole employee during staffing shortages.
• Travel to and provide backup support for Abilene Brush Center staff, including accepting payments through ERP cashiering software.
• Operate a City vehicle to travel to the Environmental Recycling Center, Abilene Brush Center, City of Abilene Container Maintenance Facility, multiple landfill and recycling vendors, and other City of Abilene properties to verify service information.

Job description

City of Abilene, Texas is seeking a Customer Service Representative I-III to support Solid Waste and Recycling customers. You will handle billing inquiries, education on policy, and respond to emails, calls, and walk-ins using ERP and CRM systems.

The role requires independence, ability to manage multiple phone lines, process service requests, and assist division staff. No supervision at entry level with potential as lead at higher levels.