Contact Center Representative I (Call Center)

: Why Team Garland? At the City of Garland, we believe that a career in public service is not just a job; it's a calling. It's an opportunity to serve others, make a lasting impact, and be part of meaningful projects that shape every aspect of city life. Team Garland is dedicated to building the stage where the residents of Garland can each live their best life! Whether you're a seasoned professional or just starting your career, we offer professional growth opportunities and a supportive work environment that helps you reach your full potential. As a member of Team Garland, your skills and ideas are valued; we offer competitive salaries, comprehensive benefits*, wellness programs, and a healthy work-life balance. If you are ready for a career that makes a difference, apply today!

• Benefits offered are subject to change and differ based on employment type

Summary Responsible for interacting with utility customers or their agents, either by telephone or in person, to resolve a variety of questions and concerns regarding electric, water, sewer and sanitation services. Essential Duties and Responsibilities

• Resolve utility billing inquiries.
• Connect, disconnect, and transfer services for utility customers.
• Interact with customers on issues regarding late payment of bills for utility services.
• Restore service terminated for non-payment.
• Issue bill adjustment memos.
• Explain various utility programs and services.
• Issue Letters of Credit and Letters of Residency as needed.

Minimum Qualifications

• High School Diploma or G.E.D
• 2 year related experience

Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job. Preferred Qualifications Education/ Experience:

• 2-4 years experience with extensive public contact in customer service capacity

Knowledge, Skills & Abilities:

• Sufficient knowledge of Microsoft Office (Word, Outlook, Excel, Lotus)
• Sufficient knowledge of filing methods and records management techniques
• Sufficient knowledge of utility billing practices for electric and water service
• Sufficient knowledge of utility rates, rules and regulations
• Sufficient knowledge of city geography and road network
• Skill in de-escalating stressful situations involving irate customers
• Skill in preparing clear and concise reports and correspondence
• Ability to listen and ascertain the needs of customers
• Ability to deal courteously and diplomatically with the general public

Licenses and Certifications

• No Licenses/ Certifications required

Physical Requirements / Work Environment The incumbent works in a call center or walk-up customer service environment; occasional noise and other environmental conditions or hazards. About Us Team Garland consists of over 2,200 employees, spanning 700+ different roles! Garland is committed to diversity and inclusion and creating pathways to employment for all. We have an organizational culture of appreciation, development, and growth. Many of our employees choose Garland for lifelong careers. We are guided by the City's Mission, Vision, and Value Statements and a commitment to public service. Team Garland makes a difference in the Garland community every day. Vision Garland's vision is to be a progressive city working together to nurture and grow the economic, social, environmental, and cultural well-being of our community. Mission We are committed to preserve public trust, deliver quality services, promote economic growth, protect our community and enhance the quality of life for the good of our city and our future.