City of Garland, TX

  • Contact Center Representative I

    Location US-TX-Garland
    Posted Date 4 days ago(7/11/2019 2:25 PM)
    Job ID
    2019-5944
    # of Openings Remaining
    1
    Department
    Customer Service
    Target Hiring Range
    Depending on qualifications
    Type
    Regular Full-Time
    Job Code Category
    Customer Service
  • Position Summary

    Responsible for interacting with utility customers or their agents, either by telephone or in person, to resolve a variety of questions and concerns regarding electric, water, sewer and sanitation services.

     

    Target Hiring Range: $15.91/hr - $19.25/hr

    Essential Job Functions

    1. Resolve utility billing inquiries.
    2. Connect, disconnect, and transfer services for utility customers.
    3. Interact with customers on issues regarding late payment of bills for utility services.
    4. Restore service terminated for non-payment.
    5. Issue bill adjustment memos.
    6. Explain various utility programs and services.
    7. Issue Letters of Credit and Letters of Residency as needed.

    Minimum Education & Work Experience

     High School Diploma or G.E.D
     2 year related experience
    Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

    Preferred Knowledge - Abilities & Skills

    Education/ Experience:     

    • 2-4 years experience with extensive public contact in customer service capacity

    Knowledge, Skills & Abilities:           

    • Sufficient knowledge of Microsoft Office (Word, Outlook, Excel, Lotus)
    • Sufficient knowledge of filing methods and records management techniques
    • Sufficient knowledge of utility billing practices for electric and water service
    • Sufficient knowledge of utility rates, rules and regulations
    • Sufficient knowledge of city geography and road network
    • Skill in de-escalating stressful situations involving irate customers
    • Skill in preparing clear and concise reports and correspondence
    • Ability to listen and ascertain the needs of customers
    • Ability to deal courteously and diplomatically with the general public

    Licenses & Certifications

     No Licenses/Certifications required

    Physical Tasks & Working Conditions

    The incumbent works in a call center or walk-up customer service environment; occasional noise and other environmental conditions or hazards.

    Competencies

    Communication
    Customer Service
    Interpersonal Skills
    Managing Conflict
    Problem Solving/Analysis
    Quality
    Teamwork

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