Job Description

GENERAL DESCRIPTION

Under general supervision, to perform a variety of customer service duties involved in assisting Solid Waste and Recycling customers and division staff in handling customer billing, education on policy, inquiries, and complaints. Process service requests, respond to emails, phone calls and assist walk-in customers with full knowledge of all Solid Waste & Recycling operations. This position also maintains office administrative records, forms, and files. Requires independence and critical assessment consistent with established policies and procedures.

SUPERVISION EXERCISED

Customer Service Representative I

This position exercises no supervision.

Customer Service Representative II/III

This position may function as lead over lower-level staff.

IMPORTANT AND ESSENTIAL DUTIES

Provide exceptional customer service by addressing customer needs via email, in person, and by telephone.

Manage multiple telephone lines using an Automatic Call Distribution (ACD) phone system.

Utilize web-based CRM and operational software to create service requests, research customer request history, and review disposal history.

Process SeeClickFix requests, inquiries, voicemails, and emails automatically routed to CRM software and distribute them to appropriate Division personnel.

Respond to pricing inquiries and service-level availability requests from Waste Management companies.

Verify customer status for Abilene Brush Center personnel.

Conduct inquiries within the City of Abilene Enterprise Resource Planning (ERP) system to determine customer service levels and billing history.

Run daily reports and generate service requests to verify service for newly established Water Utility Billing accounts using the ERP system.

Enter driver route trouble-spot reports into operational software to ensure timely resolution of route-related issues.

Verify and troubleshoot service levels, customer types, collection schedules, and service locations.

Process, file, and track Division purchase invoices.

Log purchases in the Division Purchase Log and ensure documentation aligns with items submitted through the approval process.

Organize, maintain, and file office records, including daily operational logs.

Distribute incoming mail and deliveries to appropriate Division personnel.

Support office operations as the sole employee during staffing shortages.

Travel to and provide backup support for Abilene Brush Center staff, including accepting payments through ERP cashiering software.

Operate a City vehicle to travel to the Environmental Recycling Center, Abilene Brush Center, City of Abilene Container Maintenance Facility, multiple landfill and recycling vendors, and other City of Abilene properties to verify service information.

Customer Service Representative II

Edit customer billing accounts.

Enter and submit monthly direct to customer invoices utilizing ERP software.

Maintain and Manage Microsoft Excel Spreadsheet utilized for billing tracking.

Coordinate with City of Abilene Water Utility Office Billing Supervisor to verify current bills are accurate to complete bill runs.

Assist supervisory staff verifying landfill invoices and processing check requests for payment.

Process and route all legally required documents.

Audit entries in operational software to ensure accuracy in record keeping and veracity of reports.

Enter, review and submit charges into WAWF for Dyess AFB billing charges.

Customer Service Representative III

Oversee lower-level staff’s activity in ERP & CRM systems.

Audit billed services.

Inventory and order required forms and office supplies for the Division.

Train lower-level staff and those assisting in the office.

Provide guidance in the absence of the supervisor and Division Manager.

OTHER JOB RELATED DUTIES

Perform other job related duties and responsibilities as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

Basic math including addition, subtraction, multiplication, and division.

Basic computer applications include word processing, spreadsheets, and databases.

Office procedures, methods, and equipment including computers.

Web-based software programs.

Departmental rules, regulations, procedures, functions, office recordkeeping and reporting procedures.

Basic mapping programs such as GIS and ArcView is preferred.

Spreadsheet and database tools and knowledge of mapping tools.

Skill to:

Manage multiple phone lines.

Manage multiple computer software programs.

Provide quality customer service.

Assist with multiple high stress projects with precision and accuracy.

Manage multiple projects with precision and accuracy.

Type a minimum of 35 words per minute.

Decipher appropriate response to varying personalities and interpersonal approaches.

Ability to:

Work in a fast-paced, and at times extreme stress environment.

Communicate clearly and concisely.

Produce accurate forms, reports and requests.

Learn enterprise (Tyler ERP) and water utility billing software.

Understand collection schedules and read route maps, learn curb schedules and collection cycles and communicate effectively to the customer and Division personnel.

Use office equipment and 2-way radios.

Learn the billing process for Solid Waste & Recycling services.

Ability to operate a City vehicle to various City properties, service locations, and vendors.

Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.

Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.

Perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.

Customer Service Representative II/III

Demonstrate billing proficiency.

Work independently with little to no supervision and prompting.

Experience and Training Guidelines:

For positions with more than one level, all listed requirements at the lower levels are required at the higher levels. Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying. Knowledge, skills, and abilities may be obtained through:

Customer Service Representative I

Experience:

Two (2) years of previous customer service experience is required.

Education:

A high school diploma or GED is required.

License or Certificate:

A Texas driver’s license or the ability to obtain one within ninety (90) days of e employment or a military waiver is required.

Customer Service Representative II

Experience:

Three (3) years of previous customer service experience is required.

Over a six (6) month period, no more than two data entry errors per week in the billing spreadsheet or operations tracking software.

Education:

Associate’s degree or some college coursework or training in business management, accounting, office management or MS-Office suite to include Excel and Word, is preferred.

Customer Service Representative III

Experience:

Three (3) years of experience as a City of Abilene Customer Service Representative II.

Special Requirements:

Essential duties require the following physical skills and work environment:

Works in an office setting.

With or without accommodation, ability to lift up to 35 pounds.

Ability to sit, stand, walk, run, kneel, crouch, stoop/squat, crawl, twist, and climb.

Ability to travel to and work at one of the other Solid Waste worksites.

Ability to sit for extended periods of time using a computer.

With or without accommodation, the “X” indicates the overall strength demand of the position during a typical workday:

___ Sedentary – lifting of no more than 10 pounds
___ Light – lifting no more than 20 pounds; carrying up to 10 pounds
_X_ Medium – lifting no more than 50 pounds; carrying up to 25 pounds
___ Heavy – lifting no more than 100 pounds; carrying up to 50 pounds
___ Very Heavy – team lifting over 100 pounds; carrying more than 50 pounds

Physical Demand Codes: The following describes whether or not the position is expected to exert the physical demands listed during a typical workday as well as the overall frequency of the task:

Codes for how often:
N = No
E = Extensive (100 – 70% of the time)
M = Moderate (60 – 30% of the time)
I = Infrequent (20 – 10% of the time)
A = Almost Never (<10% of the time)

Code / Task
_I__ Standing
_E__ Sitting
_M_ Walking
_I__ Lifting
_I__ Carrying
_M_ Pushing/Pulling
_I__ Overhead Work
_E__ Fine Dexterity
_M__ Kneeling
_M__ Crouching
_A__ Crawling
_M__ Bending
_M__ Twisting
_I__ Climbing
_M__ Balancing
_E__ Vision
_E__ Hearing
_E__ Talking
___ Other: _Medium lifting is required with file rotation and maintenance, as well as maintaining office supply storage and organization.