Company Overview
Crossroads Utility Services, LLC is the leading municipal utility district operations company in the Greater Austin area, providing essential services to over 38,000 customers across more than 40 districts. Our commitment to excellence in general management and customer service ensures that we meet the diverse needs of our communities.
Summary
We are seeking a Senior Customer Service Representative to join our dedicated team at Crossroads Utility Services. In this role, you will be instrumental in delivering exceptional customer support and ensuring satisfaction for our clients. Your expertise will help us maintain our reputation as a trusted utility service provider. The Customer Service Representative (CSR) serves as the first point of contact for Crossroads Utility customers at Crossroads HQ, addressing inquiries, resolving concerns, and ensuring a positive customer experience. This role involves managing customer accounts, processing service requests, and supporting the team in delivering high-quality utility services.
Responsibilities
- Handle opening and closing duties of HQ office Monday-Friday 8 am – 5 pm
- Oversee the Headquarters office tasks for Crossroads Utility Services, LLC
- Handle incoming and outgoing mail and packages. Notify the recipient it belongs to via email/text.
- Serve as first point of contact for office visitors and customers; including processing payments, handling escalated customer issues, customer inquiries related to billing, water usage, service outages, payment arrangements and general account management, updates of accounts, set up of new accounts, and closing accounts. Answer customer inquiries over phone and email as needed.
- Maintain accurate records of customer interactions, transactions, and inquiries.
- Update internal systems with relevant customer information.
- Provide customers with information about utility services, district procedures, conservation
- Follow up to ensure customer satisfaction and resolution.
- Verify accuracy of completed bank deposit – signing off on the daily deposit slips
- Securing cash drawer and counting of daily opening balance, including bank runs for change as needed
- Create and printing/emailing of service orders and daily cut tags for field staff (main point of contact for morning duties)
- Communicate with office staff, operators, and management
- Maintain office cleanliness, including parking lot oversight
- Ensure Office equipment is maintained and functioning properly.
- Manage office supplies inventory
- Respond promptly and professionally to customer inquiries via phone, email, or in-person.
- Uphold company policies and procedures within the office.
- Collaborate with field teams to ensure timely and accurate completion of service requests and facility alarms.
- Maintains close and frequent contact with office manager, facility team members, clients, and vendors;
- Resolve customer issues efficiently and escalate complex matters to the appropriate department or supervisor.
- Undertake various job-related tasks as assigned, demonstrating flexibility and a commitment to supporting team objectives.
Requirements
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in using customer management systems and Microsoft Office Suite.
- Minimum of 2-5 years of experience in general office experience or customer service, preferably in the utility or service industry.
- High school diploma or equivalent required.
- Dual language highly preferred
- Valid Drivers license
If you are passionate about providing top-notch customer service and want to make a difference in your community, we invite you to apply today at Crossroads Utility Services!
Job Type: Full-time
Pay: $21.00 - $23.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- 8 hour shift
Work Location: In person
