CUSTOMER SOLUTIONS REPRESENTATIVE (DOQ)

Position Title CUSTOMER SOLUTIONS REPRESENTATIVE (DOQ)

Position Number 050003

FLSA Status Non-Exempt

Full Time/Part Time Full Time

Salary $15.66 - $20.05 Hourly (Depending on Qualifications)

Job Summary

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.

ResponsibilitiesProvides 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.Reviews and posts high-low transactions including any other billing exceptions. Prepares detailed letters/reports as required. Provides relief for receptionist or messenger.

Knowledge, Skills, and Abilities

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.

Education & Experience Requirements

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.

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:

Posting Detail Information

Posting Number S559P

Open Until Filled No

Special Instructions Summary