4 days old

Bilingual Customer Support Representative II

Kelly Services
Tyler, TX 75702
Permanent opening for a Customer Support Rep in Tyler, Texas

Bilingual is now required

$15/hr work 8-5, Monday-Friday for a City Department

Provide exceptional customer service.

Respond quickly to heavy phone calls (before the 3rd ring)

Respond quickly to in-house complaints and inquiries.

Process payments from multiple sources and handle large sums of cash/check/money orders.

Use cash register for each utility and non-utility transactions.

Make change, be able to count change back to customers.

Balance cash drawer to edit report of daily receipts for daily end of business deposit.

Upload payments received into billing software to apply to accounts, post payments, track payments received and posted for business plan.

Research customer accounts for details in answering any inquiries.

Issue and close work orders for field crew.

Prepare customer service request cards for disconnects, transfers, additional service and reconnects submitted in person, over the phone and online.

Process adjustments for wrong amounts or NSF items from Fidelity.

Be familiar with all fees associated with the Water Business Office.

Be familiar with the meter reading and billing process to allow to have knowledge in answering customer inquiries.

Be familiar with all water business office terminology for a faster response time in resolving issues.

Use copier, fax and printers.

Match legal tender (dollar amount to written amount on checks and money orders).

Calculate and determine balances needed to avoid termination of services.

Review consumption based on meter readings by accessing the Web portal MDM (Flex) to review hourly readings, by reviewing consumption history, and reviewing completed work order information to assist customers that are concerned about high usage.

Explain meter functions, meter reading system, billing processes and payment history to customers.

Monitor monthly schedule calendar for weekly meter reading, billing, and delinquent disconnects.

Process return mail such as checks not signed, and checks made out wrong by noting account and mailing back to customer for correction.

Document all phone calls taken or made by entering information into Contact Management.

Give extensions based on established criteria.

Handle difficult customers sometimes in very tense and difficult situations on the phone and in person.

Process incoming mail that cannot be processed through the mail remittance machine

Participate in the rotation of processing mail through the mail remittance machine and sending the Check 21 payment file to the bank daily.

Process electronic payments received from multiple vendors.

Balance payments received through the kiosk.

Maintain a large volume of paperwork in an organized manner.

Communicate with Field Crew by use of a 2-Way radio system.

Perform other duties as assigned.


Must be able to work overtime when requested or required sometimes with short notice

Must be able to work in an extremely fast-paced office environment.

Must be able to multi task effectively to complete assigned duties.

Must be able to understand written and verbal instructions.

Must be able to interpret and solve problems and follow through with customer inquiries.

Must be able to perform work accurately and quickly with frequent interruptions.

Must have good people and strong customer service skills.

Must be able to work cooperatively with others and take direction without hesitation.

Must be able to work well and communicate with others and other departments.

Must be able to monitor cash drawer to maintain proper amounts of all denominations of cash and coin.

Must report any out of balance situation to a supervisor.

Must have excellent communication skills in working with the public and others.

Must have ability to operate 10-key by touch (run totals without looking at the calculator while adding)

Must have basic computer skills, keyboarding, Microsoft Outlook, Word and Excel.

Must be able to learn and explain all facets to the Utility Business office in order to educate customers of operations, organizational and departmental policies.

Must be able to gather needed information for customers in a professional and timely manner.

**Why Kelly** **** **?**

As a worker today, its up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find whats next is what were all about. We know whats going on in the evolving world of workjust ask the 440,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/non-traditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.
Posted: 2020-09-14 Expires: 2020-10-17

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Bilingual Customer Support Representative II

Kelly Services
Tyler, TX 75702

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