Customer Engagement Agent

Position Description

The Customer Engagement Agent plays a vital role in delivering responsive, high-quality customer service within the call center. Under the direction of the Customer Engagement Coordinator, this position serves as the first point of contact for utility customers, assisting with inquiries, resolving routine issues, and providing accurate service information. The Agent is responsible for ensuring a positive customer experience through effective communication, active listening, and adherence to company policies and performance standards. This position supports the overall goals of the Customer Engagement team by contributing to daily operations, maintaining service levels, and promoting a customer-first approach in all interactions.

Essential Functions

• Responds promptly to customer inquiries via phone, email, and chat regarding billing, service requests, account information, and general concerns.
• Provides courteous, accurate, and solution-focused customer support.
• Promotes and assists customers with self-service tools and online resources.
• Accurately documents all customer interactions and service activities in the Customer Information System (CIS).
• Troubleshoots common account issues and initiates basic service requests.
• Escalates complex or unresolved issues to the Customer Engagement Coordinator as appropriate.
• Follows up with customers to gather additional information or provide resolution updates.
• Mets daily call volume, productivity, and service level expectations during assigned shifts.
• Supports outbound call campaigns and customer notifications as directed.
• Coordinates with Field Operations by entering and updating service orders and communicating service updates to customers.
• Adheres to established procedures, participates in training and coaching, and contributes feedback for process improvements.
• Supports team collaboration, onboarding, and emergency operations, including reporting during City emergencies and working extended shifts when required.

Compliance and Values

• Complies with all policies and standards.
• Lives the City of Waco Values.