Customer Service Representative I​/II​/III - Solid Waste

Customer Service Representative I/II/III – Solid Waste

Join to apply for the Customer Service Representative I/II/III – Solid Waste role at Abilene Zoological Gardens
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4 days ago – Be among the first 25 applicants.

General Description

Under general supervision, perform a variety of customer service duties involved in assisting Solid Waste and Recycling customers and division staff in handling customer billing, education on policy, inquiries, and complaints. Process service requests, respond to emails, phone calls, and assist walk-in customers with full knowledge of all Solid Waste & Recycling operations. This position also maintains office administrative records, forms, and files.

Requires independence and critical assessment consistent with established policies and procedures.

Supervision Exercised Customer Service Representative I

This position exercises no supervision.

Customer Service Representative II/III

This position may function as lead over lower‑level staff.

Important and Essential Duties

• 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 See Click Fix  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.

Customer Service Representative II Duties

• Edit customer billing accounts.
• Enter and submit monthly direct‑to‑customer invoices utilizing ERP software.
• Maintain and manage Microsoft Excel spreadsheets 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.

Customer Service Representative III Duties

• 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.

Other Job Related Duties

Perform other job related duties and responsibilities as assigned.

Knowledge, Skills, and Abilities

• Basic math including addition, subtraction, multiplication, and division.
• Basic computer applications include…