Customer Solutions Associate

General Statement

Under general supervision, the 3-1-1 Customer Solutions Associate provides front-line customer service to citizens, contractors, and internal City departments. This position serves as the primary point of contact at the customer service window and through inbound phone calls and delivers courteous, accurate, and efficient assistance while creating service requests, processing utility transactions, and routing inquiries to the appropriate departments. This role requires strong communication skills, attention to detail, and the ability to work in a fast-paced environment.

The Minimum Starting Base Pay is $22.22 - $27.44* Competitive Benefits* Eligible experience, education, and expertise may provide a greater starting base pay within the full pay range.

Essential Duties & Responsibilities

• Receives and responds to inquiries by phone or in person from citizens, contractors, and internal City departments. Common inquiries include utility billing questions, 3-1-1 case updates, and general City information.
• Researches information related to citizen inquiries or complaints using the Salesforce knowledge base, internal resources, and the City’s website.
  
• Routes customer inquiries to the appropriate staff member or department when additional assistance is required.
  
• Creates and submits a variety of 3-1-1 service requests in Salesforce with accurate and detailed information.
  
• Retrieves, scans, and uploads documents, reports, and supporting materials.
  
• Processes utility customer applications, disconnects, reconnects, and account transfers in accordance with City procedures.
• Maintains and reconciles a daily cash drawer; processes payments made by cash, check, money order, and credit card; and scans check payments.
• Verifies utility customer accounts and service statuses using Incode software.
• Research customer account history using Incode to explain services, charges, adjustments, and billing details.

Minimum / Preferred Qualifications, Experience, and/or Certifications Required

Graduation from an accredited high school or equivalent, plus one (1) year of experience in customer service or a related field.

Preferred Qualification: Bilingual preferred but not required.

Knowledge, Skills and Abilities

• Knowledge of applicable processes, techniques, and methods.
• Knowledge of City practices, policies, and procedures.
• Knowledge of effective customer relations practices.
• Skill in oral and written communication.
• Skill in using computers and related software.
• Skill in handling conflict and uncertain situations.
• Ability to work with frequent interruptions.
• Ability to establish and maintain effective working relationships with City employees and the public.
• Strong attention to detail and accuracy in handling transactions and records.
• Skill in working in a fast-paced setting and high call and walk-in volume.

Employment with the City of Kyle is contingent upon the outcome of record checks and verifications including, but not limited to, criminal history, driving records, education records, employment verifications, reference checks, and employment eligibility verifications. Selected candidates for positions will be subject to a background investigation and to pre-employment drug screen, depending on the position, may require a physical assessment upon a conditional job offer.

100% Employer-Paid Premiums
Coverage for employee-only plans includes:

• Medical

• Dental

• Vision

• Short-Term Disability (STD)

• Long-Term Disability (LTD)

• Basic Life Insurance (equal to 3x annual salary, up to $300,000)

Additional Benefits

• 12 weeks Paid Parental Leave (for eligible employees)

• Vacation and Sick Leave

• 2 Personal Holidays per year

• 13 Paid Holidays annually

• Up to $4,000/year in Tuition Reimbursement (for eligible employees)

• Texas Municipal Retirement System (TMRS) - matched 2:1

• And so much more!