FIELD CUSTOMER SERVICE AGENT

Customer Service Field Agent

Job Class Number: TRD783

Pay Grade: G08

FLSA Status: Non-Exempt

Business Unit Name: Utility Billing

Reports To: Customer Service Field Supervisor

Starting Pay: $18.00/HR.

Summary: Under the direct supervision of the Customer Service Field Supervisor, the Customer Service Field Agent is a proficient, self-driven team member responsible for understanding and navigating the City of Amarillo's metered routes and locations. This role involves fieldwork, including responding to customer inquiries, investigating high utility bills, managing work orders, and promoting automated metering infrastructure.

Essential Responsibilities

• Assist customers in the field by responding to inquiries and concerns.
• Investigate and resolve issues related to high utility bills.
• Monitor and address scheduled and unscheduled work orders.
• Handle collection-related orders effectively.
• Promote and explain the benefits of automated metering infrastructure to customers.
• Maintain detailed knowledge of the city's metered routes and locations.

Minimum Requirements

Requires a High School Diploma or its equivalent (GED). A valid Texas Class C Driver's License is required. One (1) year of experience in water works or meter services preferred.

Knowledge, Skills, and Abilities

• Proficiency in the layout and mapping of the City of Amarillo's metered routes.
• Strong customer service skills with the ability to handle inquiries and complaints professionally.
• Experience in fieldwork, particularly in customer service or utility setting.
• Self-motivated with a strong work ethic and the ability to work independently.
• Innovative and open to taking on new challenges.
• Excellent communication skills, both verbal and written.
• Ability to manage multiple tasks and priorities efficiently.
• Experience with automated metering systems.
• Familiarity with the City of Amarillo's utility infrastructure.
• Previous experience in a similar customer service role.
• Ability to operate vehicle in a safe and efficient manner.
• Ability to use and maintain hand tools, shovels, valve wrenches, metal detectors, meters and fittings.

ADA Profile

Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions of this position. While performing the duties of this Job, the employee is required to exert up to 100 pounds of force occasionally and/or in excess of 50 pounds of force frequently, and/or in excess of 20 pounds of force constantly to move objects. The employee must also balance, stoop, crouch, climb, crawl, walk, stand, kneel, sit, hear, feel, finger, grasp, handle, reach, speak, see, and talk. Also requires the ability to make rational decisions and perform repetitive motions.

Work Environment

The employee works in a dynamic outdoor environment in all types of weather that requires being sensitive to change and responsive to changing goals, priorities, and needs. This position will be required to work shifts including evenings, weekends, holidays, overtime as necessary by the department, and during inclement weather.

The City of Amarillo is an Equal Opportunity employer and encourages applications from eligible and qualified persons regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability, genetic information or protected veteran status, in compliance with applicable federal, state and local law. The City of Amarillo provides reasonable accommodations to applicants with disabilities on a case by case basis. If you need a reasonable accommodation for any part of the application or hiring process, please contact the Human Resources Office at View phone number on click.appcast.io.