Water Distr - Office - Customer Service Representative I - Water Distribution
City of Abilene City of Abilene Abilene, TX Abilene, TX Full-time Full-time $14.
92 - $17.
91 an hour $14.
92 - $17.
91 an hour 1 day ago 1 day ago 1 day ago GENERAL DESCRIPTION Under general supervision, to perform a variety of customer service duties involved in assisting Water Utility customers in handling customer inquiries and complaints.
Work involves assisting customers as well as processing orders, and creating and updating routine reports.
Work requires some independence consistent with established policies and procedures.
CSR III performs work with a high degree of independence and efficiency.
SUPERVISION EXERCISED The CSR I and II positions exercise no supervision.
CSR III may exercise some supervision over lower level staff.
IMPORTANT AND ESSENTIAL DUTIES Customer Service Representative I Compile data and tabulations; prepare related statistical reports.
Efficiently access and interpret databased and cloud-based records from multiple sources.
Maintain detailed and complex records and maintain work order management systems.
Dispatch appropriate field workers as necessary to investigate customer issues and/or emergencies.
Furnish the general public with information concerning status of utility accounts and information concerning routine department operations.
Process Texas 811 locate request to facilitate excavation activities.
Customer Service Representative II Communicates with other divisions and/or departments to obtain and process information.
Type letters, documents, and statistical reports according to departmental procedures.
Check and verify various documents, databases or information contained in work order management systems and identify disparities and errors.
Functions as a customer agent to resolve service problems, repairs, no water, dirty water, and other issues.
Customer Service Representative III Perform clerical work to include typing correspondence, forms, and filing.
Oversees the customer service staff operations for Water Distribution and Sewage Collection.
Performs advanced customer service functions in the Water Service Center as required.
Acts as a customer's agent to resolve service problems.
Take appropriate steps to meet the needs of the customer.
Functions as back-up to relieve supervisory personnel.
Functions as a back-up to maintain continuity of Warehouse operations.
Reviews and evaluates work methods, makes recommendations for improving efficiency and processes.
Assist with training for customer service staff.
OTHER JOB RELATED DUTIES Perform other job related duties and responsibilities as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES Customer Service Representative I/II Knowledge of:
General office practices and procedures.
Basic database and workflow processes.
Skill to:
Operate a computer and other office equipment.
Effectively research customer problems and complaints.
Type at a speed necessary for successful job performance.
Ability to:
Provide excellent customer service.
Communicate concisely both orally and in writing.
Demonstrate a positive attitude and initiative.
Use resourcefulness and tact when dealing with customers.
Dispatch appropriate personnel in response to customer issues.
Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.
Follow and embrace the City of Abilene Core Values - Respect, Integrity, Service Above Self, and Excellence in All We Do.
Perform as a team member in a manner that accomplishes the Division's mission and treats team members with dignity, courtesy, and respect.
Customer Service Representative III Knowledge of:
All functions of the Water Service Center Skill to:
Make solid decisions to solve customer problems or complaints.
Accurately perform mathematical computations and calculations.
Ability to:
Organize and plan work activities to meet deadlines.
Interpret and apply policies, procedures, and practice to make sound decisions.
Accommodate changing work methods and practices.
Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.
Follow and embrace the City of Abilene Core Values - Respect, Integrity, Service Above Self, and Excellence in All We Do.
Lead, manage, and perform as a team member in a manner that accomplishes the Division's mission and treats team members with dignity, courtesy, and respect.
Experience and Training Guidelines:
For positions with more than one level, all listed requirements at the lower levels are required at the higher levels.
Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying.
Knowledge, skills, and abilities may be obtained through:
Customer Service Representative I
Experience:
This is an entry level position.
Two (2) years of general clerical experience preferred.
Education/Training:
A high school diploma or a GED is required.
License or Certificate:
None required.
Customer Service Representative II
Experience:
Two (2) years of general clerical and/or customer service experience is required.
Three (3) years of general clerical and/or customer service experience is preferred.
Education/Training:
A high school diploma or a GED is required.
License or Certificate:
None required.
Customer Service Representative III
Experience:
Five (5) years of experience with the City of Abilene Water Service Center is preferred.
At least three (3) years of progressively responsible customer service experience is required.
Education/Training:
A high school diploma or a GED is required.
License or Certificate:
None required.
Special Requirements:
Essential duties require the following physical skills and work environment:
With or without accommodation, the X indicates the overall strength demand of the position during a typical workday:
___ Sedentary - lifting of no more than 10 pounds ___ Light - lifting no more than 20 pounds; carrying up to 10 pounds _X_ Medium - lifting no more than 50 pounds; carrying up to 25 pounds ___ Heavy - lifting no more than 100 pounds; carrying up to 50 pounds ___ Very Heavy - team lifting over 100 pounds; carrying more than 50 pounds Physical Demand Codes:
The following describes whether or not the position is expected to exert the physical demands listed during a typical workday as well as the overall frequency of the task:
Codes for how often:
N = No E = Extensive (100 - 70% of the time) M = Moderate (60 - 30% of the time) I = Infrequent (20 - 10% of the time) A = Almost Never (< 10% of the time) Code / Task _A_ Standing _E_ Sitting _A_ Walking _A_ Lifting _A_ Carrying _A_ Pushing/Pulling _A_ Overhead Work _I__ Fine Dexterity _A_ Kneeling _A_ Crouching _A_ Crawling _A_ Bending _A_ Twisting _A_ Climbing _A_ Balancing _E_ Vision _E_ Hearing _E__ Talking ___ Other:
_____________________.
Estimated Salary: $20 to $28 per hour based on qualifications.
92 - $17.
91 an hour $14.
92 - $17.
91 an hour 1 day ago 1 day ago 1 day ago GENERAL DESCRIPTION Under general supervision, to perform a variety of customer service duties involved in assisting Water Utility customers in handling customer inquiries and complaints.
Work involves assisting customers as well as processing orders, and creating and updating routine reports.
Work requires some independence consistent with established policies and procedures.
CSR III performs work with a high degree of independence and efficiency.
SUPERVISION EXERCISED The CSR I and II positions exercise no supervision.
CSR III may exercise some supervision over lower level staff.
IMPORTANT AND ESSENTIAL DUTIES Customer Service Representative I Compile data and tabulations; prepare related statistical reports.
Efficiently access and interpret databased and cloud-based records from multiple sources.
Maintain detailed and complex records and maintain work order management systems.
Dispatch appropriate field workers as necessary to investigate customer issues and/or emergencies.
Furnish the general public with information concerning status of utility accounts and information concerning routine department operations.
Process Texas 811 locate request to facilitate excavation activities.
Customer Service Representative II Communicates with other divisions and/or departments to obtain and process information.
Type letters, documents, and statistical reports according to departmental procedures.
Check and verify various documents, databases or information contained in work order management systems and identify disparities and errors.
Functions as a customer agent to resolve service problems, repairs, no water, dirty water, and other issues.
Customer Service Representative III Perform clerical work to include typing correspondence, forms, and filing.
Oversees the customer service staff operations for Water Distribution and Sewage Collection.
Performs advanced customer service functions in the Water Service Center as required.
Acts as a customer's agent to resolve service problems.
Take appropriate steps to meet the needs of the customer.
Functions as back-up to relieve supervisory personnel.
Functions as a back-up to maintain continuity of Warehouse operations.
Reviews and evaluates work methods, makes recommendations for improving efficiency and processes.
Assist with training for customer service staff.
OTHER JOB RELATED DUTIES Perform other job related duties and responsibilities as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES Customer Service Representative I/II Knowledge of:
General office practices and procedures.
Basic database and workflow processes.
Skill to:
Operate a computer and other office equipment.
Effectively research customer problems and complaints.
Type at a speed necessary for successful job performance.
Ability to:
Provide excellent customer service.
Communicate concisely both orally and in writing.
Demonstrate a positive attitude and initiative.
Use resourcefulness and tact when dealing with customers.
Dispatch appropriate personnel in response to customer issues.
Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.
Follow and embrace the City of Abilene Core Values - Respect, Integrity, Service Above Self, and Excellence in All We Do.
Perform as a team member in a manner that accomplishes the Division's mission and treats team members with dignity, courtesy, and respect.
Customer Service Representative III Knowledge of:
All functions of the Water Service Center Skill to:
Make solid decisions to solve customer problems or complaints.
Accurately perform mathematical computations and calculations.
Ability to:
Organize and plan work activities to meet deadlines.
Interpret and apply policies, procedures, and practice to make sound decisions.
Accommodate changing work methods and practices.
Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.
Follow and embrace the City of Abilene Core Values - Respect, Integrity, Service Above Self, and Excellence in All We Do.
Lead, manage, and perform as a team member in a manner that accomplishes the Division's mission and treats team members with dignity, courtesy, and respect.
Experience and Training Guidelines:
For positions with more than one level, all listed requirements at the lower levels are required at the higher levels.
Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying.
Knowledge, skills, and abilities may be obtained through:
Customer Service Representative I
Experience:
This is an entry level position.
Two (2) years of general clerical experience preferred.
Education/Training:
A high school diploma or a GED is required.
License or Certificate:
None required.
Customer Service Representative II
Experience:
Two (2) years of general clerical and/or customer service experience is required.
Three (3) years of general clerical and/or customer service experience is preferred.
Education/Training:
A high school diploma or a GED is required.
License or Certificate:
None required.
Customer Service Representative III
Experience:
Five (5) years of experience with the City of Abilene Water Service Center is preferred.
At least three (3) years of progressively responsible customer service experience is required.
Education/Training:
A high school diploma or a GED is required.
License or Certificate:
None required.
Special Requirements:
Essential duties require the following physical skills and work environment:
With or without accommodation, the X indicates the overall strength demand of the position during a typical workday:
___ Sedentary - lifting of no more than 10 pounds ___ Light - lifting no more than 20 pounds; carrying up to 10 pounds _X_ Medium - lifting no more than 50 pounds; carrying up to 25 pounds ___ Heavy - lifting no more than 100 pounds; carrying up to 50 pounds ___ Very Heavy - team lifting over 100 pounds; carrying more than 50 pounds Physical Demand Codes:
The following describes whether or not the position is expected to exert the physical demands listed during a typical workday as well as the overall frequency of the task:
Codes for how often:
N = No E = Extensive (100 - 70% of the time) M = Moderate (60 - 30% of the time) I = Infrequent (20 - 10% of the time) A = Almost Never (< 10% of the time) Code / Task _A_ Standing _E_ Sitting _A_ Walking _A_ Lifting _A_ Carrying _A_ Pushing/Pulling _A_ Overhead Work _I__ Fine Dexterity _A_ Kneeling _A_ Crouching _A_ Crawling _A_ Bending _A_ Twisting _A_ Climbing _A_ Balancing _E_ Vision _E_ Hearing _E__ Talking ___ Other:
_____________________.
Estimated Salary: $20 to $28 per hour based on qualifications.
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