Customer Relations Specialist 1

Mustang Special Utility District (Mustang SUD) is Texas' most extensive Special Utility District, providing water and wastewater services across more than 220 square miles. With over 43,000 active connections in one of the fastest-growing regions in the U.S., Mustang SUD is committed to excellence in public service, living up to our motto: “Second to None—Providing Life’s Precious Resource.”

Position Summary

The Customer Relations Specialist I (CRS) at Mustang Special Utility District is dedicated to delivering exceptional customer service by assisting water utility customers with inquiries, complaints, and service requests. The CRS handles a wide range of customer service activities, including phone calls, billing, payment processing, and account adjustments. This role requires proficiency in using utility billing software, effective communication skills, and the ability to resolve customer issues promptly and professionally. The CRS interacts with customers in person, via email, and over the phone, ensuring that all customer interactions are handled efficiently and in accordance with company policies. This position plays a crucial role in maintaining customer satisfaction and supporting the administrative functions of the utility district. 

Essential Functions:

• Customer Inquiries: Respond promptly and accurately to customer inquiries via phone, email, or in person, addressing various questions and concerns related to water utility services. Provide clear and detailed information to resolve issues and ensure customer satisfaction. 
• Payment Processing: Ensure accuracy in all financial transactions and maintain up-to-date customer account records. 
• Service Order Management: Create and update service orders related to customer service concerns. 
• Account Maintenance: Update customer account information, including changes to contact details, billing addresses, and rate codes. Ensure all modifications are accurately reflected in the billing system. 
• Complaint Resolution: Address and resolve customer complaints related to billing discrepancies, service issues, and account errors. Use problem-solving skills to identify root causes and implement effective solutions. 
• Data Entry and Record-Keeping: Enter and verify data related to customer accounts, service orders, and payments. Maintain organized and accurate records to ensure data integrity and easy retrieval for audits and reporting. 
• Communication and Coordination: Maintain effective communication with customers, team members, and supervisors. Provide regular updates on service orders, billing status, and customer issues, ensuring all stakeholders are informed and aligned. 
• Customer Service Excellence: Uphold high customer service standards by handling interactions professionally, courteously, and effectively. Strive to exceed customer expectations and maintain positive relationships through proactive and resourceful problem-solving. 
• Administrative Support: Perform general administrative tasks such as answering phones, scheduling appointments, filing, and managing office equipment. Support the administrative functions of the customer service department to ensure smooth operations. 
• Training and Development: Participate in ongoing training programs to stay current with industry standards, software applications, and best practices. Continuously seek opportunities for professional development to enhance skills and knowledge. 

Compliance and Documentation: Ensure all operations comply with regulatory requirements and organizational policies. Maintain and update necessary documentation for audits and regulatory inspections, ensuring transparency and accountability in all processes. 

Qualifications

Education:

• Required: High School diploma or General Education diploma (GED).

• Preferred: An associate’s degree or coursework in business administration, customer service, or a related field is highly desirable. 

Experience:

• Required: Minimum of (1) year experience in a customer service role, preferably within a utility or service-oriented environment. Experience with handling customer inquiries, billing processes, and account management. 

• Preferred: Minimum of (2) years experience with direct involvement in utility billing systems, customer account management, and regulatory compliance. Experience in using customer service software and handling complex service issues is also advantageous. 

Work Environment and Physical Requirements

• Office Setting: You will primarily work in an office environment, utilizing standard office equipment such as computers, telephones, and printers.
• Travel: Travel may be required for professional development opportunities, trainings, and visiting field sites.

Conditions Of Employment:

• Must have a valid Class "C" Driver's License before employment (must obtain Texas Class "C" driver's license within 30 days of hire per state law).
• Must pass a drug test, criminal history background check, and social security number verification

 check.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Mustang SUD is an Equal Opportunity Employer. Applicants are considered for positions for which they have applied without regard to any characteristics protected by law. These general guidelines do not constitute an exhaustive list of qualifications or essential functions of the position. All qualified applicants will receive consideration without regard to color, race, religion, national origin, age (over 40), physical or mental disability, sex (including pregnancy, gender identity, and sexual orientation), citizenship, veteran’s status, genetic information or any other characteristic protected by applicable federal, state or local laws.

Salary : $21 - $32