Customer Service Representative

Position Summary

Mustang Special Utility District (Mustang) is a local governmental entity providing water and water reclamation utility service in Denton, Collin, and Grayson Counties of North Texas. We are the largest Special Utility District in Texas and in one of the fastest-growing areas of the country. Comprising over 38,000 connections over 220 sq. miles. Our motto is Second to None! Providing Lifes Most Precious Resource. Were looking for a key person to join our team as a Customer Service Representative.

The following consists of a general description of the expectations of this position and is not intended to be all-inclusive but rather to highlight and describe the general nature and level of work to be performed. This document should not to be construed as an exhaustive list of all responsibilities, duties, and skills required of the incumbent. The incumbent will be required to follow any other instructions and to perform any other reasonably related job duties and responsibilities requested by their supervisor. Mustang reserves the right to revise or change the job duties and responsibilities, and this Job Description may be updated accordingly. This position is at-will, and this Job Description does not constitute a written or implied contract of employment.

The Customer Service Representative (CSR) at Mustang Special Utility District is dedicated to delivering exceptional customer service by assisting water utility customers with inquiries, complaints, and service requests. The CSR handles a wide range of customer service activities, including billing, payment processing, and account adjustments. This role requires proficiency in using utility billing software, effective communication skills, and the ability to resolve customer issues promptly and professionally. The CSR interacts with customers in person, via email, and over the phone, ensuring that all customer interactions are handled efficiently and in accordance with company policies. This position plays a crucial role in maintaining customer satisfaction and supporting the administrative functions of the utility district.

Essential Functions, Duties, and Responsibilities:

The following Essential Functions are the primary job duties that the incumbent must be able to perform unassisted or with some reasonable accommodation by the employer.

• Customer Inquiries: Respond promptly and accurately to customer inquiries via phone, email, or in person, addressing various questions and concerns related to water utility services. Provide clear and detailed information to resolve issues and ensure customer satisfaction.
• Payment Processing: Ensure accuracy in all financial transactions and maintain up-to-date customer account records.
• Service Order Management: Create and update service orders related to customer service concerns.
• Account Maintenance: Update customer account information, including changes to contact details, billing addresses, and rate codes. Ensure all modifications are accurately reflected in the billing system.
• Complaint Resolution: Address and resolve customer complaints related to billing discrepancies, service issues, and account errors. Use problem-solving skills to identify root causes and implement effective solutions.
• Data Entry and Record-Keeping: Enter and verify data related to customer accounts, service orders, and payments. Maintain organized and accurate records to ensure data integrity and easy retrieval for audits and reporting.
• Communication and Coordination: Maintain effective communication with customers, team members, and supervisors. Provide regular updates on service orders, billing status, and customer issues, ensuring all stakeholders are informed and aligned.
• Reporting: Generate and distribute monthly and periodic reports on billing activities, customer service metrics, and account statuses. Ensure timely and accurate reporting to support decision-making processes.
• Customer Service Excellence: Uphold high customer service standards by handling interactions professionally, courteously, and effectively. Strive to exceed customer expectations and maintain positive relationships through proactive and resourceful problem-solving.
• Administrative Support: Perform general administrative tasks such as answering phones, scheduling appointments, filing, and managing office equipment. Support the administrative functions of the customer service department to ensure smooth operations.
• Training and Development: Participate in ongoing training programs to stay current with industry standards, software applications, and best practices. Continuously seek opportunities for professional development to enhance skills and knowledge.
• Compliance and Documentation: Ensure all operations comply with regulatory requirements and organizational policies. Maintain and update necessary documentation for audits and regulatory inspections, ensuring transparency and accountability in all processes.

At Mustang Special Utility District, we are committed to embodying our core values encapsulated in the S.T.R.E.A.M. framework: Standards, Teamwork, Respect, Excellence, Adaptability, and Mastery. These values are the foundation of our culture and guide our actions, ensuring we serve our community with commitment and integrity.

• Standards: We are committed to excellence in every task we undertake, reflecting the high standards we set for ourselves and our services. Each employee is responsible for upholding our commitment to quality, mirroring the dedication we would expect in our own families' service experiences.
• Teamwork: Like a well-coordinated team in a relay race, we pass our responsibilities with trust and efficiency, knowing that our collective success depends on the support and collaboration of every member.
• Respect: We treat each other with the same respect and kindness as a close friend or neighbor, fostering an environment of mutual respect where all voices are heard and valued.
• Excellence: We aim for the pinnacle of excellence, like an athlete striving for a personal best, by leveraging our skills and knowledge to overcome challenges and deliver outstanding results.
• Adaptability: As seasoned travelers adapt to new cultures, we remain flexible and open to change, ready to learn and grow from each new challenge and opportunity.
• Mastery: Our journey towards mastery is akin to an artisan refining their craft, where continuous learning and integrity shape our professional path, ensuring we deliver services of the highest ethical standards.

As part of the Mustang team, each employee is not just a contributor but a living example of these values. From the moment you join and throughout your journey with us, we all share the responsibility to embody and uphold these principles, ensuring the Mustang Special Utility District remains a place of excellence, respect, and shared success.

Position Specifications:

This position is classified as Non-Exempt under the Fair Labor Standards Act provisions and is subject to the organizations policies and procedures regarding overtime hours.

Education:

Required:

• High school diploma or General Education Diploma (GED).

Preferred

• An associate degree or coursework in business administration, customer service, or a related field is highly desirable.

Experience:

Required:

• At least one year of experience in a customer service role, preferably within a utility or service-oriented environment. Experience with handling customer inquiries, billing processes, and account management.

Preferred:

• More than two years of experience with direct involvement in utility billing systems, customer account management, and regulatory compliance. Experience in using customer service software and handling complex service issues is also advantageous.

Knowledge, Skills, and Abilities:

• Customer Service Knowledge: In-depth understanding of customer service principles and practices, including handling inquiries, resolving complaints, and providing information about services. Proficient in maintaining high standards of customer service to ensure satisfaction and loyalty.
• Billing and Account Management: Knowledge of billing processes and account management, including issuing invoices, processing payments, and managing account adjustments. Familiarity with utility billing systems and software for accurate and efficient financial transactions.
• Regulatory Compliance: Comprehensive understanding of regulatory requirements and standards related to utility services. Ability to ensure all operations and documentation adhere to relevant laws, regulations, and company policies, maintaining compliance and readiness for audits.
• Communication Skills: Excellent verbal and written communication skills for interacting with customers, team members, and supervisors. Ability to convey information clearly and professionally, both in person and through written correspondence, to resolve customer issues and provide updates.
• Problem-Solving and Analytical Abilities: Strong analytical skills to identify and resolve discrepancies in billing data, customer accounts, and service orders. Ability to think critically and develop effective solutions to complex customer service and billing issues.
• Technical Proficiency: Proficient in using computer systems and software applications relevant to customer service and billing, including Microsoft Office Suite (Excel, Word, Outlook), database software, and utility billing systems. Ability to quickly learn and adapt to new technologies and software tools.
• Attention to Detail: A high level of attention to detail is required for auditing service orders, entering data, and managing financial transactions. Ensure all data is accurate, complete, and entered correctly into the billing system, maintaining data integrity and reliability.
• Organizational and Time Management Skills: Strong organizational skills to manage multiple tasks efficiently, prioritize work, and meet deadlines. Ability to maintain well-organized records and files, ensuring easy information retrieval when needed.
• Team Collaboration and Coordination: Ability to work effectively as part of a team, coordinating with field technicians, meter managers, and other departments to ensure seamless operations and accurate billing. Foster a collaborative team environment to enhance productivity and morale.
• Adaptability and Flexibility: Adapting to changing conditions, priorities, and technologies. Ability to manage various tasks and respond to emergencies or unexpected challenges while maintaining high standards of work quality.
• Administrative Support Skills: Proficiency in performing general administrative tasks such as answering phones, scheduling appointments, maintaining files, and processing paperwork. Support the administrative functions of the customer service department to ensure smooth operations.
• Customer Interaction and Service Excellence: Demonstrated ability to handle customer interactions professionally and courteously, striving to exceed customer expectations. Use resourcefulness and tact when dealing with irate customers, ensuring positive customer experiences and maintaining high satisfaction levels.

Training/Professional Development Requirements:

• Customer Service Training: Participate in customer service training programs focused on enhancing communication skills, conflict resolution, and effective handling of customer inquiries and complaints. Regular workshops and online courses help stay updated with best practices and emerging trends in customer service.
• Technical Skills Development: Engage in specialized training sessions to improve proficiency in utility billing systems, customer relationship management (CRM) software, and other relevant tools. Hands-on training ensures accurate data entry, billing, and account management, enhancing overall efficiency and productivity.
• Regulatory and Compliance Training: Attend training programs on regulatory requirements and compliance standards related to utility services. Understand the laws, regulations, and company policies to ensure all operations adhere to relevant guidelines, maintaining transparency and accountability in all processes.

Visual Acuity, Hearing, Speaking, Manual Dexterity:

• Visual Acuity: Must have the ability to read and interpret technical documents, data reports, and computer screens for extended periods. This includes recognizing and correcting data discrepancies and ensuring accuracy and precision in data entry and account management tasks.
• Hearing and Speaking: Effective verbal communication skills are essential for interacting with customers, team members, and supervisors. Must be able to hear and comprehend spoken information accurately in quiet and noisy environments, facilitating clear and articulate exchanges during phone calls, meetings, and customer interactions.
• Manual Dexterity: A high level of manual dexterity is required for operating office equipment, including computers, keyboards, and other data entry devices. This involves precise hand movements for tasks such as typing, data entry, filing, and handling documents, ensuring efficiency and accuracy in daily operations.

Mental Demand:

• Attention to Detail: A high concentration level is required to ensure accuracy in data entry, billing adjustments, and financial record-keeping. Must meticulously review and verify large volumes of data to detect and correct errors, maintaining the integrity and reliability of billing information.
• Problem-Solving and Analytical Thinking: Strong analytical skills are needed to identify and resolve discrepancies in billing data, financial transactions, and customer accountsthe ability to think critically and develop effective solutions to complex billing issues and operational challenges.
• Multitasking and Prioritization: Ability to manage multiple tasks simultaneously while maintaining high work quality and efficiency standards. This includes prioritizing tasks based on urgency and importance, adapting to changing conditions, and meeting deadlines in a fast-paced environment.
• Consistency and Repetition: Ability to perform repetitive tasks consistently and accurately, ensuring that daily, weekly, and monthly routines are completed without errors. This includes data entry, payment processing, and generating reports.
• Decision-Making Under Pressure: Capability to make well-informed decisions in high-pressure situations, balancing multiple priorities and considering the potential impacts on billing accuracy and customer satisfaction and maintaining composure and professionalism when dealing with urgent issues or customer complaints.

Environment/Working Conditions:

• Office Environment: Work is primarily in a climate-controlled office setting, ensuring a comfortable and stable working environment. Standard office amenities such as a desk, computer, and telephone facilitate efficient task completion in a controlled atmosphere.
• Extended Periods of Sitting: The role requires extended periods of sitting, using a computer and other office equipment. Proper ergonomics is essential to prevent strain or discomfort during long work sessions, ensuring sustained productivity and comfort.
• Routine Use of Office Equipment: Standard office equipment, including computers, printers, copiers, and telephones, must be used regularly. Proficiency in operating these tools is essential for daily tasks, from data entry and report generation to communication with team members and customers.

Conditions Of Employment:

• Must have a valid Class "C" Driver's License before employment (must obtain Texas Class "C" driver's license within 30 days of hire per state law).
• Must pass a drug test, criminal history background check, and social security number verification check.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Mustang SUD is an Equal Opportunity Employer. Applicants are considered for positions for which they have applied without regard to any characteristics protected by law. These general guidelines do not constitute an exhaustive list of qualifications or essential functions of the position. All qualified applicants will receive consideration without regard to color, race, religion, national origin, age (over 40), physical or mental disability, sex (including pregnancy, gender identity, and sexual orientation), citizenship, veterans status, genetic information or any other characteristic protected by applicable federal, state or local laws.