Customer Care Agent

Summary

Minimum Starting Salary: $20.3245 per hour

The City Of Waco Seeks

The City of Waco is seeking a customer-focused Customer Care Agent to join our team. In this role you will provide support to utility customer inquiries across multiple communication channels. If you love customers, this role is for you. Apply today!

Required

Minimum Qualifications:

• H.S. Diploma or GED and 1 year customer service or administrative support
  
  

Preferred

• Some college
  
  

Position Description

The Customer Care Agent is a front-line service representative responsible for responding to utility customer inquiries and service requests across multiple communication channels. Under the guidance of the Customer Care Coordinator, the Agent helps ensure a smooth customer experience by providing timely, accurate, and courteous support while adhering to departmental standards and policies. This role is vital to maintaining a high level of customer satisfaction and supporting the day-to-day operations of the Customer Engagement team.

Essential Functions

• Responds to customer inquiries via phone, email, and chat with professionalism and clarity.
• Assists customers with account information, billing, service status, and permit requirements.
• Maintains a courteous, empathetic approach in all interactions. Escalates complex or unresolved issues to the Customer Care Coordinator.
• Accurately enters and updates customer information, service requests, and records in appropriate systems. Tracks and follows up on customer requests to ensure timely resolution.
• Coordinates with Field Operations on service orders, scheduling, and customer communication. Supports emergency and urgent service coordination with Field Operations.
• Monitors system alerts and escalates issues as needed.
• Processes routine service orders and account updates efficiently. Notifies customers of service updates, scheduling changes, and outages.
• Provides basic guidance on permit applications and directs customers to appropriate resources. Inputs and tracks permit-related data and communications.
• Maintains accurate documentation of customer interactions and outcomes.
• Identifies and reports recurring customer issues or trends. Assists with data collection for reporting and performance tracking.
• Participates in team meetings, training, and cross-training opportunities. Supports onboarding of new staff by modeling best practices.
• Contributes feedback to improve customer service processes.
• Required to report to work during emergency situations such as inclement weather, and other City emergencies or disasters to ensure essential City services are maintained, which may require working 12-hour shifts.
• Performs other related duties as assigned.
• Complies with all policies and standards.
• Supports the relationship between the City of Waco and the general public by demonstrating courteous and cooperative behavior when interacting with residents, visitors, and City staff, maintains confidentiality of work-related issues and City information
• Lives the City of Waco Values.