Customer Service Representative II

Summary

This requisition expires on November 07, 2026, but may close earlier if the position is filled prior to the expiration date.

Responsible for assisting City of Denton customers by phone, electronically, and in person with inquiries and service requests in a friendly and professional manner.

Essential Functions and Other Important Duties

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

DUTIES

• Perform routine office duties, including but not limited to, providing phone, electronic and face-to-face support to customers and appropriately directing internal and external customers.
• Assist with projects and performs back-office assignments, as needed.
• Assist peers with questions, errors, and escalated customer issues.

CUSTOMER SERVICE

• Perform routine office duties, including but not limited to, processing drop box payments, posting payments and handling incoming and outgoing mail; assist peers with cash balancing.
• Assist with interdepartmental cash and reporting/tracking functions.
• Process internal and external customer requests, including but not limited to, utility account connects, disconnects, and transfers and billing, rate, calculations, and payment arrangements.
• Receive, maintain, and account for monies for utilities; provide payment receipts.
• Account for and balance cash drawer daily, prepare daily deposit for the bank and ensure compliance with the City of Denton and Customer Service internal cash handling policies; keep accurate records and update personal data on accounts in the billing, as needed.
• Process commercial account set ups; validate Tax IDs.
• Explain available solid waste services, calculate associated costs, and complete service contracts; generate and process solid waste work orders; maintain and file contracts in an organized manner.
• Process, logs, and files water leak adjustment and leak check requests.
• Serve as a back-up to Senior Customer Service Reps or Support Specialists in their absence.

SOLID WASTE

• Perform routine office duties, including but not limited to, interdepartmental reporting and/or tracking, assessing and billing fees based on current rate structure, reviewing and updating dispatch log(s), entering customer information into databases, creating and/or closing work orders, and performing various operational functions.
• Assist with planning, distributing, monitoring, and following up on daily route assignments for residential, roll-off, and commercial drivers.
• Create and/or process service notes and dispatch as appropriate; coordinate with leadership to resolve and/or assist, as needed.
• Review department resources to ensure ability to meet service and task demands; notify leadership if insufficient resources are available to provide efficient service.
• Troubleshoot and resolve potential delivery and pick-up issues; collaborate with internal stakeholders and customers to ensure customer satisfaction.
• Report driver performance issues or concerns to appropriate leader for resolution.
• Plan and schedule refuse, recycling, organics, container maintenance, and delivery of equipment.
• Serve as emergency backup for Scale House operations.

SUPERVISORY/BUDGET RESPONSIBLITIES

• None.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job Requirements

EDUCATION, EXPERIENCE AND LICENSES/CERTIFICATIONS

• High School diploma or equivalent; and,
• Two (2) years’ customer service experience; and,
• Six (6) months of cash handling experience,

OR

• Any combination of related education, experience, certifications, and licenses will result in a candidate successfully performing the essential functions of the job.

REQUIRED SKILLS/ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Knowledge of applicable laws and regulations, as well as City of Denton policies and procedures.
• For Solid Waste - Knowledge of solid waste collection, disposal, and billing procedures.
• Skill…