Customer Solutions Representative (DOQ)

Position Title

Customer Solutions Representative (DOQ)

Position Number

047004

FLSA Status

Non-Exempt

Full Time/Part Time

Full Time

Salary

$15.66- $25.58 Hourly (Depending on Qualifications)

Job Summary

Customer Solutions Representative

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.

Senior Customer Solutions Representative

Under limited 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.

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

Responsibilities

Customer Solutions Representative

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. Completes other duties and job functions within the customer service, billing and new connections departments as assigned. Processes payment arrangements in person or over the phone. Uses two-way radio communication to resolve issues concerning service orders. Receives and attends to customers to discuss write-off balances; reverses write off activity, if necessary.

Trains, develops, and provides guidance as needed to ensure compliance with work instructions for new Customer Solutions Representatives and reviews the work of Customer Solutions Representatives in the absence of Lead Customer Solutions Representatives and Supervisor. Provides expertise and service to help customers obtain efficient use of utility services. Acts as a resource with internal and external customers by providing information and positively resolving customer service or other standard issues as they arise. May process payments, service orders and service requests. Reviews Customer Information System for customer account number and any alerts. Answers customer inquiries; initiates and generates service orders, invoices, internal and external correspondence, and refund memorandums. May box, label, and record documents to be placed in storage in accordance with the Records Retention Policy. May initiate and process requisitions for departmental supplies. Operates multiple types of equipment and computer software programs. Assists the supervisor and/or manager by participating in, planning, or conducting internal and external meetings, and providing support as needed. Trains and develops new Customer Solutions Representatives. 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. Completes other duties and job functions within the customer service, billing and new connections departments as assigned. Reviews Write-off Report for potential balance transfer to active account and identify accounts ready to be written-off and sent to Collection Agency. Audits payments made to write-off accounts for proper distribution of Collection Agency portion and report of payments to agency. Audits and uploads Utility assistance program pledges. Updates monthly Collections Reports. Reviews daily Electronic Funds Transfer reports for processing of daily drafts. May work with more complex reports or audits of bad debt accounts. Reviews Surety Bond and non-cash deposits on closed accounts with outstanding balances in order to file a claim for the outstanding debt.

Provide leadership, guidance, work assignments, training, and occasional supervision to less-experienced staff. Oversees department and diffuses irate customers in the absence of Supervisor. Provides expertise and service to help customers obtain efficient use of utility services. May box, label, and record documents to be placed in storage in accordance with the Records Retention Policy. Acts as a resource with internal and external customers by providing information and resolving customer service or other standard issues as they arise. May process payments, service orders and service requests. May process invoices and orders for departmental supplies using the Banner system. May prepare timesheets for department. Reviews Customer Information System for customer account number and any alerts. Answers customer inquiries; initiates and generates service orders, invoices, internal and external correspondence, and refund memorandums. Operates multiple types of equipment and computer software programs. Assists the supervisor and/or manager by participating in, planning, or conducting internal and external meetings, and providing support as needed. Trains and develops new Customer Solutions Representatives. Maintains, safeguards, and provides original documents of record. Provides written and oral summaries and reports. Gathers statistical data for monthly reports to supervisor/manager. Works under the Incident Command System during declared emergencies as a requirement of the position. Completes other duties and job functions within the customer service and billing departments as assigned. Contacts commercial customers regarding past due balances or return items. Prepares and balances end of month reports and completes Collections Portal reports. Reviews and audits accounts with Installment Billing contracts. Prepares documents and processes bankruptcy accounts adhering to Federal Bankruptcy laws. Uploads outbound accounts for call out program. Prepares and processes disconnects for wastewater accounts with past due balances. Reviews Aging Report with 60 days and over past due balances. Processes notice of levy when requested by Internal Revenue Service.

Knowledge, Skills, and Abilities

Customer Solutions Representative

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. Excellent customer service and problem-solving skills. Bilingual (English/Spanish) communication skills. 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.

Knowledge of all duties of a Customer Solutions Representative. Strong oral and written communication skills in English and Spanish. Computer skills working with Microsoft Office programs. Decision-making skills to make independent decisions requiring discretion and judgment. Interpersonal skills to establish and maintain effective working relationships with internal and external customers. Ability to perform mathematical calculations, and compile engineering data and statistics to make estimates. Ability to read and interpret a variety of blue prints, plans, and specifications applicable to utility construction projects. Demonstrates understanding of construction and subdivision maps. Ability to learn quickly and retain information on a wide variety of subjects. Ability to perform varied clerical and related operations rapidly and accurately. Ability to apply sound deductive reasoning of facts to define issues and support subsequent recommendations, decisions, and actions. Ability to cope with extreme cases of human behavior. Extensive knowledge of the utilities service system (e.g., the employee should be able to direct a customer to the specific department and have a clear understanding of departmental processes). Excellent customer service and problem-solving skills.

Education & Experience Requirements

Customer Solutions Representative

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.

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.

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.

Posting Detail Information

Posting Number

S608P

Open Until Filled

No

Special Instructions Summary