Customer Service Representative

Join our Team and be part of The Brushy Creek Life!

The Location:

Come experience "The Brushy Creek Life" in Round Rock, Texas, just minutes north of Austin. Brushy Creek Municipal Utility District enjoys the quiet rural aspects of small-town America while having proximity to cosmopolitan amenities.

The Organization:

Brushy Creek Municipal Utility District is home to 18,000 residents. Formed initially as Williamson County Municipal Utility District No. 2 in 1977, BCMUD provides water and wastewater services, recreational activities, beautiful gardens, parks, and miles of trails through the Brushy Creek community. BCMUD operates four swimming pools, four tennis courts, and a disc golf course throughout the community.

At the heart of our District is the Brushy Creek Community Center. Our Community Center features two gyms, two racketball courts, weight room, rock wall, and recreational programming, including various fun activities, educational and fitness classes.

Brushy Creek employs approximately 190 seasonal, part-time, and full-time team members.

Customer Services Representative:

The Customer Services Representative leverages comprehensive knowledge of products and services to assist customers with inquiries, issues resolution, bill payment, memberships acquisition, permit requests, and reporting of leaks or sewer blockages. This role involves working collaboratively with customers to troubleshoot, analyze, and diagnose issues while coordinating with appropriate resources to ensure effective resolutions. Provides prompt and professional service by efficiently managing and prioritizing a diverse range of customer concerns.

Job Duties:

• Provides exceptional customer service by greeting customers and guests, actively listening, and completing interactions promptly and efficiently while building rapport that fosters trust and reciprocity. Seeks customer feedback to improve service quality and ensures consistent messaging when providing information about District activities, records, or services. Balances the need for message consistency with the ability to adapt communication style to meet diverse customer needs, ensuring clarity, engagement, and a positive customer experience.
• Handles a high volume of phone calls, addressing inquiries related to utility billing, Community Center memberships and programs, and customer portal access issues. Provides requested information or routes calls to the appropriate staff or department. Assists customers with new, final, and transfer service requests and responds to public inquiries promptly and professionally.
• Sets up, updates, and closes customer accounts, including initiating and processing service requests such as meter installations, repairs, and disconnections. Resolves routine and complex billing questions and responds to inquiries about leaks, sewer averaging, special circumstances, and billing errors. Reviews past-due accounts, researches, interprets procedures, and communicates policy information accurately. Assists team members with inquiries and maintains an up-to-date understanding of policies and procedures.
• Accurately posts customer payments, balances transaction totals, and ensures proper coding for all transactions. Handles checks, cash, money orders, and credit card payments while maintaining and reconciling the cash drawer.
• Utilizes the recreation software to assist customers with various requests, including managing memberships, processing event registration, handling program and sports and fitness enrollments, and processing cancellations. Captures new member photos and issues Community Center ID cards.
• Drafts and composes correspondence as needed. Documents all interactions, including payment details and field service actions, to update customer accounts and maintain accurate customer note histories.

Minimum Requirement:

• High School Diploma or equivalent required. An Associate Degree in Customer Service Management, Business Administration, Communication, or a related field is preferred.
• 3 years of Customer Service, Administration, or Call Center experience.
• Experience working with the public, especially promoting exceptional customer service.
• Ability to quickly learn and adapt to new processes, systems, and information.
• Ability to maintain a high level of attention to detail, ensuring accuracy in all tasks, thoroughly reviewing work for errors, and upholding quality standards in every aspect of job responsibilities.
• Ability to take initiative by proactively identifying tasks, anticipating needs, and independently implementing solutions to support team and organizational goals.
• Ability to demonstrate commitment to valuing diversity and contributing to an inclusive working and learning environment.
• Ability to make timely and sound decisions based on analysis of the information presented. Weighs information based on relevancy and accurately identifies the consequences of decisions or actions against desired outcomes.
• Advanced ability to translate and convey information effectively, both orally and in writing using a variety of media, to all levels, both within and outside the District
• Advanced ability to translate and convey information effectively, both orally and in writing using a variety of media, to all levels, both within and outside the District.

Schedule:

• Shift: Monday - Friday 9 am to 6 pm and alternating Saturdays 9 am to 3 pm.

Benefits:

• The District covers the entire cost of employees' medical, dental, and vision coverage, along with Life Insurance, Accidental Death & Dismemberment (AD&D), and Short- and Long-Term Disability Insurance up to 50K.
• Retirement plan through the Texas County District Retirement System with a contribution match of 2 to 1 at retirement
• Employee funded 457 option
• Certification pay
• Longevity pay
• Employee Community Center Membership
• Access to community pools and tennis courts
• 50% Off Sports & Classes