Customer Service Representative I/II/III - Water Distribution

Water Distribution, 701 E. Hwy 80, Abilene, Texas, United States of America Req #82
Wednesday, October 13, 2021



Under general supervision, to perform a variety of customer service duties involved in assisting Water Utility customers in handling customer inquiries and complaints. Work involves assisting customers as well as processing orders, and creating and updating routine reports. Work requires some independence consistent with established policies and procedures. CSR III performs work with a high degree of independence and efficiency.




The CSR I and II positions exercise no supervision. CSR III exercises some supervision over lower level staff.




Compile data and tabulations; prepare related statistical reports.
Maintain detailed and complex records and filing system.
Dispatch calls to field workers as necessary.
Furnish the general public with information concerning status of utility accounts and information concerning routine department operations.

Customer Service Representative II

Communicates with other divisions and/or departments to obtain and process information.
Type letters, documents, and statistical reports according to departmental procedures.
Check and verify various documents or reports.
Functions as a customer agent to resolve service problems, repairs, no water, dirty water, and other issues.

Customer Service Representative III
Perform clerical work to include typing correspondence, forms, and filing.

Oversees the customer service staff for Water Distribution and Sewage Collection.

Performs advanced customer service functions in the Water Service Center as required.

Acts as customer’s agent to resolve service problems. Takes appropriate steps to meet the needs of the customer.

Functions as back-up to relieve supervisory personnel.

Reviews and evaluates work methods, makes recommendations for improving efficiency and processes.

Assist with training and disciplinary actions for customer service staff.




Perform other job related duties and responsibilities as assigned.



Knowledge of:

           General office practices and procedures.


           Basic bookkeeping processes.


Customer Service Representative III


           Knowledge of:

           All functions of the Water Service Center.

Skill to:


           Operate a computer and other office equipment.


           Provide excellent customer service.


           Type at a speed necessary for successful job performance.


           Customer Service Representative III

Skill to:

Make solid decisions to solve customer problems or complaints. 


Accurately perform mathematical computations and calculations.

           All Customer Service Representatives

Ability to:


           Communicate concisely both orally and in writing.


           Demonstrate a positive attitude and initiative.


           Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.


           Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.


Customer Service Representative III

Ability to:


           Organize and plan work activities to meet deadlines.


           Use resourcefulness and tact when dealing with customers.


           Interpret and apply policies, procedures, and practice to make sound decisions.


           Accommodate changing work methods and practices.


Experience and Training Guidelines:


Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying.  Knowledge, skills, and abilities may be obtained through:




            Customer Service Representative I


            This is an entry level position.


            Two (2) years of general clerical experience preferred. 


             Customer Service Representative II


  Two (2) years of general clerical and/or customer service experience is required.


  Three (3) years of general clerical and/or customer service experience is preferred.


             Customer Service Representative III


  Five (5) years of experience with the City of Abilene Water Service Center is preferred.


  At least three (3) years of progressively responsible customer service experience is required.




             A high school diploma or a GED is required.


             License or Certificate:


  None required.


 Special Requirements:


  Essential duties require the following physical skills and work environment:


             With or without accommodation, ability to lift up to 35 pounds.

Other details

  • Pay Type Hourly
  • Min Hiring Rate $12.64
  • Max Hiring Rate $19.80
  • Water Distribution, 701 E. Hwy 80, Abilene, Texas, United States of America