Customer Service Representative

We are looking for a Customer Service Representative to support a busy government utility billing office in Texas. This Long-term Contract opportunity is ideal for someone who enjoys working directly with the public, resolving account questions, and providing courteous service in a fast-paced front-desk environment. The position requires strong communication skills, confidence handling payment-related inquiries, and a patient approach when assisting a diverse community, including older residents.

Responsibilities:
• Welcome residents at the front desk and provide detail-oriented assistance with utility billing questions and service needs.
• Accept walk-in payments, apply charges accurately, and explain late fees or account balances when needed.
• Respond to inbound phone calls regarding billing, payments, and general account concerns in a clear and timely manner.
• Support customers with new account setup and help them understand available payment or account service options.
• Assist residents with online access issues such as username retrieval, password support, and basic account navigation.
• De-escalate challenging interactions by addressing concerns calmly, respectfully, and with a solutions-focused approach.
• Maintain accurate records of customer interactions, payment activity, and account updates according to department procedures.
• Deliver high-quality service to community members while coordinating with internal staff to resolve more complex billing matters.

Qualifications:

• Previous customer service experience in a high-volume, public-facing, or call center setting.
• Ability to work effectively in person with residents, including customers who may need extra guidance.
• Experience handling inbound calls and responding to payment or account-related inquiries.
• Strong verbal communication skills and a detail-oriented, courteous demeanor in all customer interactions.
• Comfort processing transactions, entering information accurately, and managing detailed account updates.
• Ability to remain composed and service-oriented when dealing with upset or escalated customers.
• Proficiency with basic office systems and the ability to learn department-specific billing or account tools quickly.

Compensation

$16.28-$18.85 Hourly

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