Title: Customer Service II

Duration: DTE – Direct Hire

Location: Conroe, TX

Job Description

Under general
supervision, the Customer Service Specialist II performs advanced customer
account management, including new connection setup, account adjustments, and
collections support.

Employees at this
level are proficient across all core areas of customer service operations,
excluding specialized billing functions.

The role requires
effective use of contact center software and consistent achievement of
higher-level performance standards (KPIs).

Position Essential
Functions:

• Perform all CSS I
duties with proficiency.

• Manage new service
connection requests, coordinate with field staff, and initiate meter
installation.

• Process
adjustments, deposit refunds, and payment arrangements within guidelines.

• Research and
resolve moderately complex customer issues not involving advanced billing.

• Support
collections processes and delinquency management.

• Provide informal
training and guidance to CSR I staff.

• Maintain
performance expectations, including contact center KPI standards.

• Process customer
payments, returned mail, and billing correspondence.

• Conduct outbound
calls to notify customers of leak alerts, declined payments, or urgent account
issues.

• Review CIS records
to identify potential revenue recovery opportunities.

• Perform other
duties as required or assigned.

Requirements

Essential Function
Requirements:

• Minimum of two
years of customer service experience, preferably in utilities or regulated
industries.

• High School
Diploma or GED equivalent

• Proficiency with
contact center software and CIS systems.

• KPI Expectations:

o
Average Handle Time (AHT): 8:30 minutes

o
After Call Work (ACW): 2:00 minutes

o
Adherence: 90%

o
Quality: Effective (75%)