Customer Service II

Title: Customer Service II

Duration: DTE – Direct Hire

Location: Conroe, TX

Job Description

Under general supervision, the Customer Service Specialist II performs advanced customer account management, including new connection setup, account adjustments, and collections support.

Employees at this level are proficient across all core areas of customer service operations, excluding specialized billing functions.

The role requires effective use of contact center software and consistent achievement of higher-level performance standards (KPIs).

Position Essential Functions: 

• Perform all CSS I duties with proficiency.

• Manage new service connection requests, coordinate with field staff, and initiate meter installation.

• Process adjustments, deposit refunds, and payment arrangements within guidelines.

• Research and resolve moderately complex customer issues not involving advanced billing.

• Support collections processes and delinquency management.

• Provide informal training and guidance to CSR I staff.

• Maintain performance expectations, including contact center KPI standards.

• Process customer payments, returned mail, and billing correspondence.

• Conduct outbound calls to notify customers of leak alerts, declined payments, or urgent account issues.

• Review CIS records to identify potential revenue recovery opportunities.

• Perform other duties as required or assigned.

Requirements

Essential Function Requirements: 

• Minimum of two years of customer service experience, preferably in utilities or regulated industries.

• High School Diploma or GED equivalent

• Proficiency with contact center software and CIS systems.

• KPI Expectations:

o Average Handle Time (AHT): 8:30 minutes

o After Call Work (ACW): 2:00 minutes

o Adherence: 90%

o Quality: Effective (75%)