Abilene Zoological Gardens · 22 hours ago
Customer Service Representative I/II/III - Solid Waste
Greater Abilene Area
Full-time
Onsite
Entry, Mid, Senior Level
2+ years expAbilene Zoological Gardens is focused on providing exceptional customer service in the Solid Waste and Recycling sector. The Customer Service Representative II/III will assist customers with billing inquiries, manage service requests, and ensure effective communication between customers and division staff.
Museums Historical Sites and Zoos
Responsibilities
Provide exceptional customer service by addressing customer needs via email, in person, and by telephone
Manage multiple telephone lines using an Automatic Call Distribution (ACD) phone system
Utilize web-based CRM and operational software to create service requests, research customer request history, and review disposal history
Process SeeClickFix requests, inquiries, voicemails, and emails automatically routed to CRM software and distribute them to appropriate Division personnel
Respond to pricing inquiries and service-level availability requests from Waste Management companies
Verify customer status for Abilene Brush Center personnel
Conduct inquiries within the City of Abilene Enterprise Resource Planning (ERP) system to determine customer service levels and billing history
Run daily reports and generate service requests to verify service for newly established Water Utility Billing accounts using the ERP system
Enter driver route trouble-spot reports into operational software to ensure timely resolution of route-related issues
Verify and troubleshoot service levels, customer types, collection schedules, and service locations
Process, file, and track Division purchase invoices
Log purchases in the Division Purchase Log and ensure documentation aligns with items submitted through the approval process
Organize, maintain, and file office records, including daily operational logs
Distribute incoming mail and deliveries to appropriate Division personnel
Support office operations as the sole employee during staffing shortages
Travel to and provide backup support for Abilene Brush Center staff, including accepting payments through ERP cashiering software
Operate a City vehicle to travel to the Environmental Recycling Center, Abilene Brush Center, City of Abilene Container Maintenance Facility, multiple landfill and recycling vendors, and other City of Abilene properties to verify service information
Edit customer billing accounts
Enter and submit monthly direct to customer invoices utilizing ERP software
Maintain and Manage Microsoft Excel Spreadsheet utilized for billing tracking
Coordinate with City of Abilene Water Utility Office Billing Supervisor to verify current bills are accurate to complete bill runs
Assist supervisory staff verifying landfill invoices and processing check requests for payment
Process and route all legally required documents
Audit entries in operational software to ensure accuracy in record keeping and veracity of reports
Enter, review and submit charges into WAWF for Dyess AFB billing charges
Oversee lower-level staff’s activity in ERP & CRM systems
Audit billed services
Inventory and order required forms and office supplies for the Division
Train lower-level staff and those assisting in the office
Provide guidance in the absence of the supervisor and Division Manager
Perform other job related duties and responsibilities as assigned
Qualification
Required
Two (2) years of previous customer service experience
A high school diploma or GED
A Texas driver's license or the ability to obtain one within ninety (90) days of employment or a military waiver
Three (3) years of previous customer service experience for Customer Service Representative II
Over a six (6) month period, no more than two data entry errors per week in the billing spreadsheet or operations tracking software
Three (3) years of experience as a City of Abilene Customer Service Representative II
Basic math including addition, subtraction, multiplication, and division
Basic computer applications include word processing, spreadsheets, and databases
Office procedures, methods, and equipment including computers
Web-based software programs
Departmental rules, regulations, procedures, functions, office recordkeeping and reporting procedures
Basic mapping programs such as GIS and ArcView
Spreadsheet and database tools and knowledge of mapping tools
Manage multiple phone lines
Manage multiple computer software programs
Provide quality customer service
Assist with multiple high stress projects with precision and accuracy
Manage multiple projects with precision and accuracy
Type a minimum of 35 words per minute
Decipher appropriate response to varying personalities and interpersonal approaches
Work in a fast-paced, and at times extreme stress environment
Communicate clearly and concisely
Produce accurate forms, reports and requests
Learn enterprise (Tyler ERP) and water utility billing software
Understand collection schedules and read route maps, learn curb schedules and collection cycles and communicate effectively to the customer and Division personnel
Use office equipment and 2-way radios
Learn the billing process for Solid Waste & Recycling services
Ability to operate a City vehicle to various City properties, service locations, and vendors
Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally
Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do
Perform as a team member in a manner that accomplishes the Division's mission and treats team members with dignity, courtesy, and respect
Demonstrate billing proficiency
Work independently with little to no supervision and prompting
Ability to lift up to 35 pounds
Ability to sit, stand, walk, run, kneel, crouch, stoop/squat, crawl, twist, and climb
Ability to travel to and work at one of the other Solid Waste worksites
Ability to sit for extended periods of time using a computer
Preferred
Associate's degree or some college coursework or training in business management, accounting, office management or MS-Office suite to include Excel and Word
Company
Abilene Zoological Gardens
At Abilene Zoological Gardens (The Abilene Zoo) our purpose and our Mission is to be "a place of learning and adventure, where families make memories, share the joy of discovery and become inspired to preserve wildlife" for the citizens and the visitors of Abilene, Texas where we are one of the prominent, must-see, attractions in the City of Abilene.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase