Customer Service Coordinator
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Customer Service Coordinator
Salary
$24.16 - $36.26 Hourly
Location
College Station, TX
Job Type
Full Time
Job Number
2602582
Department
Fiscal Services
Opening Date
07/27/2026
Closing Date
7/31/2026 11:59 PM Central
Hiring Range
$24.16-$26.58
Description
Benefits
Questions
Description
Under general supervision of the Customer Service Supervisor, the Customer Service Coordinator represents the City of College Station through participating in and overseeing day-to-day utility customer service-related activities involving contact with the general public, including but not limited to assisting with oversight of the daily operations of the utility customer service team; handling difficult, complex, or sensitive customer service issues; implementing work procedures; and coordinating and monitoring work activities to provide timely and accurate utility billing and collection functions related to electric, water, sewer, garbage, roadway maintenance, and drainage service.
This is the lead/working supervisory position for the customer service job family. This individual supervises the day-to-day activities of the assigned staff engaged in level I, level II, and level III customer support activities, as well as provides advanced customer service and technical support by responding to escalations and resolving high impact and complex issues.
Principal Duties
Oversee and participate in customer service representative related activities and associated duties, to include but not limited to providing timely and accurate over-the-phone and in person assistance to utility customers; applying and communicating information on Utility Customer Service policies and regulations regarding billing, collections and meter services; and ensuring customers are accurately billed.
Provide day-to-day leadership to ensure a high-performance, customer service-oriented work environment that supports achieving the Department's and the City's mission, objectives, and values.
Oversee, prioritize, assign, monitor, audit and evaluate the work of assigned customer service representatives; provide coaching and guidance for performance improvement and development; oversee training; work with staff on continuously improving customer service levels; and make career progression advancement recommendations to management.
Participate in and recommend process improvement goals, objectives, and changes to policies and priorities for assigned activities in order to improve customer service levels of the City. Assist in creating specialized documents for training and maintain/update documents in alignment with processes and/or policy changes.
Respond to and resolve escalated issues and/or unique or complex customer relations situations to include but not limited to, providing information and taking appropriate actions to resolve issues and requests.
Create work orders for new connections, transfers, disconnections, non-payment service terminations, water and electric meter repairs, re-reads, and test services. Dispatch service personnel when necessary and/or perform remote service connects or disconnects.
Prepare and process delinquent final accounts and collaborate with outside agencies, such as collection agencies and credit rating agencies, in locating and collecting written off accounts.
Manage the reconciliation of financial records including purchase orders and P-card transactions.
Perform other related duties as assigned.
Qualifications
Required: Associate degree in accounting, finance, business management, marketing or related field and five (5) years of experience or an equivalent combination of education and experience
Working knowledge of basic billing and customer service practices and procedures
Knowledge of computerized financial software programs
Advanced knowledge of principles and practices of efficient and effective customer service via over-the-phone and in person Continuous improvement orientation
Knowledge of principles and practices of effective leadership and employee supervision, including training and evaluating performance
Possess excellent listening, verbal, and written communication skills
Possess strong critical thinking skills
Possess excellent interpersonal, analytical, and problem-solving skills
Well organized with the ability to complete work and manage records with a strong attention to detail
Skilled in communicating effectively with a variety of individuals and fostering teamwork
Ability to take initiative and work independently with little supervision to resolve customer concerns and problems
Ability to multi-task and maintain attention to detail in work situations with frequent interruptions
Ability to handle sensitive and/or confidential employee and customer situations with empathy
Ability to exercise judgment, decisiveness and professionalism while working with difficult situations
Ability to efficiently evaluate and respond appropriately to customer complaints and/or concerns
Ability to establish and maintain professional and effective working relationships with those contacted in the course of the work and provide excellent customer service
Ability and willingness to work outside normal business hours when deemed necessary
Preferred: Bachelor's Degree in accounting, business management, marketing or related field
Two (2) years of supervisory or lead experience
Municipal management or governmental accounting experience
Supplemental Information
Position posted till filled or closing date.
An Equal Opportunity and Military Friendly Employer
APPLICATIONS MAY BE FILED ONLINE AT:
www.cstx.gov/careers
recruiting@cstx.gov
We offer a comprehensive benefits package to include; Medical, Dental, Vision, Prescription Drug Coverage, Paid Holidays, Paid Vacation, Paid Sick Leave, Paid Parental Leave, TMRS-Retirement (2:1 matching), Deferred Compensation, Term Life AD&D, Dependent Life, Flex Benefits, an Employee Health Clinic & Educational Assistance. .
01
Do you have a High School diploma or GED equivalent?
Yes
No
02
Do you possess at least 2 years of customer service or office experience? If so, please explain.
03
In your own words, describe good customer service.
04
Do you possess intermediate level computer skills in the use of word processing, data entry and spreadsheets.
Yes
No
05
Please highlight your knowledge and experience that would directly relate to your success in performing the essential duties of this position.
Required Question
Employer
City of College Station
Address
1101 Texas Avenue College Station, Texas, 77840
Phone
979-764-3517
Website
http://cstx.gov/careers
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