Customer Service Representative

Position Summary

The Customer Service Representative (CSR) in the Call Center provides excellent customer service to our customers by supporting all aspects of their utility accounts. The individual must have excellent written and oral communication skills, a positive attitude, strong work ethic, extreme professionalism, and a passion for serving others. Essential abilities include multitasking while typing on the phone, managing emotions in stressful situations, and applying critical‑thinking strategies to resolve customer grievances autonomously. The CSR interacts with external and internal customers via telephone, fax, letter, or email, serves as the first point of contact, and becomes familiar with the duties of New Construction, Conservation and Customer Solutions, Electric Engineering, Electric Operations, Water Engineering, Water Operations, Laboratory, and Control Center teams to direct inquiries appropriately. Basic clerical duties such as filing, organizing, printing, and copying are also performed, along with assisting other Customer Service areas as needed. The representative acts with urgency, is solution‑oriented, approachable, professional, and takes pride in delivering an experience that meets or exceeds customer expectations.

Essential Duties & Responsibilities

Administrative Support

• Obtain account information from customers and explain utility bill charges while maintaining confidentiality.
• Conduct account searches using the Customer Information System (CIS) – Northstar.
• Investigate, research, and resolve problems in accordance with established policies and procedures.
• Correct misapplied payments, research refunds, and reverse late fees, NSF fees, processing fees, and tampering fees as applicable.
• Provide meter reading and data analysis on electric and water meters using MeterSense.
• Offer and explain additional services and programs such as auto‑draft, auto‑pay, pick‑your‑due‑date, budget billing, senior citizen billing, and critical care.
• Provide information about utility bill assistance programs and contact details for relevant agencies.
• Demonstrate accuracy and attention to detail in processing information.
• Serve as a peer resource and perform general administrative support.
• Draft monthly messages and auto‑dialer calendars.
• Generate, review, and complete past‑due auto‑dialer campaigns using MilSoft.
• Provide proof of residency, account summaries for tax or financial assistance, and other requested documentation.
• Apply basic IT troubleshooting techniques to resolve technology issues when working from home.
• Use the Microsoft suite to draft emails, compose memos, and create spreadsheets for communication with customers, internal staff, and external parties.
• Manage multiple concurrent objectives, projects, or activities, making effective judgments on prioritization and time allocation.

Internal and External Communication

• Maintain calm composure and commitment during heavy workloads and stressful situations.
• Educate customers on NBU’s rate structure, Service Conditions Policy, and City of New Braunfels Code of Ordinance, Chapter 130.
• Schedule re‑reads on electric and/or water meters, arrange energy or water assessments, compare usage, and calculate qualifying billing adjustments as needed.
• Utilize processes, tools, and techniques to detect, address, and prevent fraudulent situations.
• Calculate and quote appropriate deposit amounts; collect deposit payments.
• Provide information on alternative deposit forms (guarantor, letter of credit, irrevocable letter of credit) and associated retention periods.
• Process applications or letters of credit received via fax or email.
• Process disconnect and transfer of service requests.
• Verify caller identity via Online Utility Exchange for applications or debt‑collection purposes.
• Research the CIS system for past account balances; if balances exist, set up payment arrangements and forward to Collections.
• Demonstrate how billings are calculated to educate customers effectively.
• Advise, educate, and engage customers on technological tools and resources to help them achieve their goals.
• Familiarize oneself with the duties of other key departments to accelerate resolution of customer requests.

General Responsibilities

• Maintain regular