Part Time Customer Service Representative

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Regular Part-Time Staff Customer Solutions Center, New Braunfels, TX, US

3 days ago Requisition

Salary Range: $20.46 To $26.08 Hourly

The Customer Service Representative (CSR) serves as a primary point of contact for customers across Customer Service functions, delivering accurate, timely, and solution-oriented support for utility services. This role requires a high level of accountability, independent judgment, and ownership of customer interactions from inquiry through resolution. The CSR is responsible for navigating and utilizing multiple systems simultaneously to access, interpret, and update customer account information while maintaining accuracy and efficiency in a fast-paced environment.

The CSR applies strong critical thinking and problem-solving skills to assess complex customer issues, determine appropriate actions, and implement effective resolutions with minimal supervision. This includes researching discrepancies, processing transactions, coordinating service requests, and making account adjustments in accordance with established policies and procedures.

Working across various service channels, including phone, in person, and written communication, the CSR must effectively manage competing priorities, multitask without compromising quality, and maintain composure in high-pressure situations. The role requires close collaboration with internal departments such as operations, engineering, field services, and finance to ensure seamless service delivery and accurate information flow. The ideal candidate excels in a collaborative work setting and is comfortable operating within a shared environment.

Additionally, the CSR must demonstrate the ability to sustain focus and perform effectively despite typical workplace distractions, as this is a core expectation of the role. In addition to customer-facing responsibilities, the CSR performs administrative and clerical functions and may rotate across multiple service areas with minimal notice. Success in this position requires professionalism, adaptability, technical proficiency across multiple platforms, and a commitment to delivering consistent, high-quality customer experience.

• Obtain, verify, and maintain accurate customer account information while ensuring confidentiality; clearly explain utility billing, charges, and account activity.
• Process service requests, including connects, disconnects, and transfers; verify applicant identity and review account history for outstanding balances.
• Research, investigate, and resolve customer inquiries, complaints, and discrepancies using sound judgment and established policies.
• Educate and advise customers on billing calculations, rate structures, service policies, and available programs, including payment options, assistance programs, and deposit alternatives.
• Demonstrate strong interpersonal skills, including active listening, empathy, and the ability to effectively manage complex or escalated customer interactions.
• Maintain awareness of departmental functions and coordinate with internal teams to ensure efficient resolution of customer requests.
• Maintain thorough knowledge of utility rates, policies, governing ordinances, and service conditions to ensure accurate customer guidance and compliance.

• Accurately process and apply payments (cash, check, money order, credit card, electronic payments, vouchers) to appropriate customer accounts.
• Prepare, reconcile, and balance daily cash drawers, deposits, and transaction records in accordance with financial controls and procedures.
• Complete deposit-related activities, including deposit application, transfers, distribution journals, and creation of deposit payment arrangements.
• Research and resolve payment discrepancies, including returned payments, misapplied transactions, and fee reversals, process billing adjustments, refunds, and credit balances as…