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CUSTOMER SOLUTIONS REPRESENTATIVE (DOQ)

Company: Brownsville Public Utilities Board (BPUB)
Location: Brownsville
Posted on: June 6, 2021

Job Description:

Position Number
048001

FLSA Status
Non-Exempt

Full Time/Part Time
Full Time

Salary
$12.40 - $18.09 Hourly or Depending on Qualifications

Job Summary

Provides service to Brownsville Public Utilities Board (BPUB) internal and external customers by responding to inquiries about water service availability, installation of water and wastewater connections, customer service, billing, and delinquent accounts. Works in accordance with established policies and procedures and under the supervision of the designated individual or supervisor.



Responsibilities

Under general supervision, provides service to Brownsville Public Utilities Board (BPUB) internal and external customers by responding to inquiries about water service availability, installation of water and wastewater connections, customer service, billing, and delinquent accounts. Works in accordance with established policies and procedures and under the supervision of the designated individual or supervisor.

SENIOR CUSTOMER SOLUTIONS REPRESENTATIVE: May process payments, service orders and service requests. May box, label and record documents to be placed in storage in accordance with the Records Retention Policy. May initiate and process requisitions for departmental supplies. Assists the supervisor and/or manager by participating in, planning or conducting internal and external meetings, and providing support as needed. Trains and develops new Customer Solutions Representatives. Completes other duties and job functions within the customer service, billing and new connections departments as assigned.

LEAD CUSTOMER SOLUTIONS REPRESENTATIVE: Coordinates with construction inspectors to ensure compliance with policy regulations and with prescribed plans and specifications. Reviews written reports compiled by construction inspectors and maintains accurate records and project files. Demonstrates understanding of construction and subdivision maps. Acts as a liaison between contractor and engineers to interpret plans and specifications, contracts and the progress of given projects. Researches, locates, reviews and checks record drawings.



Knowledge, Skills, and Abilities

Knowledge of City Ordinances as they relate to BPUB policies and rates. Knowledge of and adherence to the BPUB Records Retention Policy. Knowledge of and adherence to the BPUB Open Records Policy. Extensive knowledge of technical principles and practices of utilities construction and service system. Knowledge of modern office terminology, procedures, practices, and equipment. Some knowledge of service records, customer accounting and collection procedures. Excellent customer service and problem solving skills. Strong oral and written communication skills in English and Spanish. Computer skills working with Microsoft Office programs. Decision-making skills to make independent decisions requiring discretion and judgment. Interpersonal skills to establish and maintain effective working relationships with internal and external customers. Ability to perform mathematical calculations, and compile engineering data and statistics to make estimates. Ability to read and interpret a variety of blue prints, plans, and specifications applicable to utility construction projects. Demonstrates understanding of construction and subdivision maps. Ability to learn quickly and retain information on a wide variety of subjects. Ability to perform varied clerical and related operations rapidly and accurately. Ability to apply sound deductive reasoning of facts to define issues and support subsequent recommendations, decisions and actions. Ability to cope with extreme cases of human behavior.



Education & Experience Requirements

CUSTOMER SOLUTIONS REPRESENTATIVE: High School diploma or GED plus two (2) years experience in customer service or cashiering. Any equivalent combination of education and experience may substitute the minimum qualifications.

SENIOR CUSTOMER SOLUTIONS REPRESENTATIVE: Associates Degree with major course work in business or related field plus four (4) years experience in customer service. Any equivalent combination of education and experience may substitute the minimum qualifications.

LEAD CUSTOMER SOLUTIONS REPRESENTATIVE: Bachelors degree with major course work in business or related field and five (5) years experience in customer service, including two (2) years of progressively responsible experience. Any equivalent combination of education and experience may substitute the minimum qualifications.



Certificates, Licenses, Registrations

Requires a valid Texas Driver License or receipt of a valid Texas Drivers License within 90 days of relocation to Texas and a safe driving record, as measured by company policy.



Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Some physical effort may require lifting, carrying, pushing and/or pulling objects, sometimes weighing up to 35 lbs. maximum. Ability to sit for long periods of time without any discomfort with some standing or walking required.



Eligibility for Employment

In addition to any and all other qualifications required for employment stated under the Brownsville P.U.B Personnel Policies and Procedures Policy No. 39:


  • It is the policy of the BPUB not to hire more than two related persons; and
  • Based on certain prohibitions of the Charter and Statute on nepotism, no person can be hired who shall be related to any member of the Board of Directors or City Commission within the third degree of consanguinity or second degree by affinity.

Posting Number
S152P

Open Until Filled
No

Special Instructions Summary

Keywords: Brownsville Public Utilities Board (BPUB), Brownsville , CUSTOMER SOLUTIONS REPRESENTATIVE (DOQ), Other , Brownsville, Texas

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