Customer Service Representative

Join our Team and be part of The Brushy Creek Life!

The Location:

Come experience "The Brushy Creek Life" in Round Rock, Texas, just minutes north of Austin. Brushy Creek Municipal Utility District enjoys the quiet rural aspects of small-town America while having proximity to cosmopolitan amenities.

The Organization:

Brushy Creek Municipal Utility District is home to 18,000+ residents. Formed initially as Williamson County Municipal Utility District No. 2 in 1977, BCMUD provides water and wastewater services, recreational activities, beautiful gardens, parks, and miles of trails through the Brushy Creek community. BCMUD operates four swimming pools, four tennis courts, and a disc golf course throughout the community.

At the heart of our District is the Brushy Creek Community Center. Our Community Center features two gyms, two racketball courts, a weight room, a rock wall, and recreational programming, including various fun activities, educational and fitness classes.

Brushy Creek employs approximately 190 seasonal, part-time, and full-time team members.

Position Summary:

The Customer Service Representative leverages comprehensive knowledge of products and services to assist customers with inquiries, issue resolution, bill payment, membership acquisition, permit requests, and reporting of leaks or sewer blockages. This role involves working collaboratively with customers to troubleshoot, analyze, and diagnose issues while coordinating with appropriate resources to ensure effective resolutions. Provides prompt and professional service by efficiently managing and prioritizing a diverse range of customer concerns.

Reports work-related concerns, including but not limited to work practices, safety, equipment, or operational issues, to the direct supervisor, escalating to the Manager and, if unresolved, to the General Manager to ensure resolution and compliance with District standards.

Are you someone who thrives on helping others and takes pride in solving problems with care and professionalism? We're looking for a dedicated Customer Services Representative who's passionate about delivering exceptional service and building long-term relationships with our community. In this role, you'll serve as a trusted point of contact, offering support, guidance, and solutions that make a real difference in people's daily lives.

This position is ideal for someone who enjoys variety, can juggle multiple priorities with ease, and is looking to grow and stay in a role where they're valued for their expertise and reliability.

What You will Do:

- Be the Face of Exceptional Service: Greet customers warmly, whether in person or over the phone, and create a welcoming environment where people feel heard, valued, and respected. Build positive relationships that foster trust, satisfaction, and long-term engagement.

- Deliver Clear, Consistent Communication: Help customers understand District services, answer questions, and address concerns with empathy, accuracy, and patience. Adapt your communication style to suit different needs and situations.

- Support a Range of Services: Assist with utility billing questions, Community Center memberships, program registrations, customer portal issues, and more. No two days are the same.

- Resolve with Care: Troubleshoot service issues, manage account changes, and address concerns, such as continuous water usage or sewer-related matters. Collaborate with internal teams to ensure timely, effective resolutions that exceed customer expectations. Review past-due accounts, research billing and usage history, interpret relevant procedures, and communicate policy information clearly and accurately.

- Handle Payments with Accuracy: Process customer payments across multiple channels (cash, check, card) while balancing transactions and maintaining secure handling practices.

- Keep Records with Precision: Document customer interactions, maintain detailed notes on service requests, and ensure account information is always up to date and accurate.

- Be a Recreation Resource: Help customers enroll in community programs, issue ID cards, and support a vibrant calendar of sports, fitness, and events.

- Work as a Team Player: Collaborate with colleagues to share knowledge, answer questions, and uphold high standards of service.

Who You Are:

- A seasoned customer service professional who genuinely enjoys helping people.

- High School Diploma or equivalent required. An associate degree in Customer Service Management, Business Administration, communication, or a related field is preferred.

- 3+ years of office administration, forward-facing customer service, or related administrative support roles in a fast-paced environment.

- Demonstrated ability to multitask and efficiently serve multiple customers simultaneously in a high-paced environment.

- Someone who takes ownership, stays organized, and handles a high volume of inquiries with grace.

- A great communicator with a keen attention to detail and a knack for problem-solving.

- Exceptional attention to detail; able to perform tasks with a high degree of accuracy and consistency while reviewing work for errors.

- Strong de-escalation skills with the ability to remain calm, empathetic, and solution-focused when handling difficult or sensitive customer interactions.

- Tech-savvy and comfortable using customer databases, billing systems, and recreation software.

- A quick learner with the ability to adapt to new systems, processes, and information in a dynamic work environment.

- Proficient in Microsoft Office applications; experience with utility billing software or customer management systems is a plus.

- Looking for a stable, long-term position where your experience and reliability are appreciated.

- Bilingual abilities are desirable but not required.

Why Join Us?

At the heart of this role is a commitment to community and service. You'll be part of a team that values integrity, responsiveness, and mutual support. We're not just offering a job- we're offering a place where you can grow, contribute meaningfully, and take pride in the work you do every day.

Schedule:

- Shift: Monday-Friday 9 am to 6 pm and alternating Saturdays 9 am to 3 pm.

Benefits:

- The District covers the entire cost of employees' medical, dental, and vision coverage, along with Life Insurance, Accidental Death & Dismemberment (AD&D), and Short- and Long-Term Disability Insurance up to 50K.

- Retirement plan through the Texas County District Retirement System with a contribution match of 2 to 1 at retirement

- Employee-funded 457 option

- Certification pay

- Longevity pay

- Employee Community Center Membership

- Access to community pools and tennis courts

- 50% Off Sports & Classes