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Job Description
Summary
Minimum Starting Salary: $20.3245 per hour
The City of Waco Seeks:
The City of Waco is seeking a customer-focused Customer Care Agent to join our team. In this role you will provide support to utility customer inquiries across multiple communication channels. If you love customers, this role is for you. Apply today!
Minimum Qualifications:
Required:- H.S. Diploma or GED and 1 year customer service or administrative support
Preferred:- Some college
Position Description:
The Customer Care Agent is a front-line service representative responsible for responding to utility customer inquiries and service requests across multiple communication channels. Under the guidance of the Customer Care Coordinator, the Agent helps ensure a smooth customer experience by providing timely, accurate, and courteous support while adhering to departmental standards and policies. This role is vital to maintaining a high level of customer satisfaction and supporting the day-to-day operations of the Customer Engagement team.
Essential Functions:- Responds to customer inquiries via phone, email, and chat with professionalism and clarity.
- Assists customers with account information, billing, service status, and permit requirements.
- Maintains a courteous, empathetic approach in all interactions. Escalates complex or unresolved issues to the Customer Care Coordinator.
- Accurately enters and updates customer information, service requests, and records in appropriate systems. Tracks and follows up on customer requests to ensure timely resolution.
- Coordinates with Field Operations on service orders, scheduling, and customer communication. Supports emergency and urgent service coordination with Field Operations.
- Monitors system alerts and escalates issues as needed.
- Processes routine service orders and account updates efficiently. Notifies customers of service updates, scheduling changes, and outages.
- Provides basic guidance on permit applications and directs customers to appropriate resources. Inputs and tracks permit-related data and communications.
- Maintains accurate documentation of customer interactions and outcomes.
- Identifies and reports recurring customer issues or trends. Assists with data collection for reporting and performance tracking.
- Participates in team meetings, training, and cross-training opportunities. Supports onboarding of new staff by modeling best practices.
- Contributes feedback to improve customer service processes.
- Required to report to work during emergency situations such as inclement weather, and other City emergencies or disasters to ensure essential City services are maintained, which may require working 12-hour shifts.
- Performs other related duties as assigned.
- Complies with all policies and standards.
- Supports the relationship between the City of Waco and the general public by demonstrating courteous and cooperative behavior when interacting with residents, visitors, and City staff, maintains confidentiality of work-related issues and City information
- Lives the City of Waco Values.
The City of Waco offers a complete benefits package for eligible employees including; health, dental, vision, Employee Assistance Program (EAP), Flexible Spending Accounts, life insurance, long term and short term disability, retirement, deferred compensation plans, holidays, vacation, sick leave, credit union and savings bonds.
To learn more about the benefits offered, visit our Benefits page.
Why Work For Waco:- Meaningful and challenging work
- Make a difference and improve communities
- Competitive Salary and Benefits
- Full Range of Benefits, including Health, Dental, Vision, Disability, and Life Insurance
- Mandatory TMRS Retirement Plan with a 2:1 City Match
- Education Assistance Program
- Paid Parental Leave
- Employee Assistance
- Longevity Pay
- And More!
- Chance to do work you are passionate about
- Desire to give back
Closing Date/Time: 4/17/2026 11:59 PM Central -
ABOUT THE COMPANY
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City of Waco
Show moreWaco is centrally located in the heart of Texas on the I-35 corridor midway between Dallas-Fort Worth and Austin. This progressive and diverse city with a vibrant community spirit offers major attractions, museums, recreation, and abundant shopping to more than 140,000 residents. Waco is the 25th largest city in Texas and the county seat of McLennan County.
Waco is not only briming with Texas history, economic opportunity, and a rich variety of cultural experiences, it is also a major seat of high learning within three major colleges in its city limits including Baylor University, Texas State Technical College and McLennan Community College.
The city is also the birthplace of Dr. Pepper, the Texas Ranger Hall of Fame Museum and the Texas Sports Hall of Fame. Waco boasts one of the biggest and best municipal parks in Texas, Cameron Park. While the park is located in the middle of downtown situated on the Brazos and Bosque River it hosts numerous races, triathlons, boat races and much, much more.
Governance and Organization
Waco is a home rule city with a council-manager form of government. The City Council is comprised of a Mayor, elected at-large, and five City Council members representing single-member districts, all serving two-year terms. The City Council sets the tax rate, approves the budget, appoints members to City boards and commissions, enacts City ordinances, and appoints the City Manager, City Attorney, City Secretary, and the Municipal Court Judge.
The City has a strong Financial Management Policy that guides the operation and delivery of quality City services, contributes to excellent AA+ and Aa1 bond ratings, and maintains an unassigned fund balance reserve in the General Fund equal to 28% of current year budgeted expenditures. The City of Waco has more than 1,600 employees and a total operating budget of over $400 million.
The City provides a full range of municipal services including a regional airport, animal services, building inspections, code enforcement, convention and visitors bureau, emergency management, housing and community development, economic development, fire, public health, library, municipal court, parks and recreation, planning, police, public works, Texas Ranger Hall of Fame Museum, utilities and zoo operations.
The City Council and City Manager are committed to the mission of providing exemplary municipal services for citizens and visitors in a collaborative and transparent manner while honoring the public’s trust. Waco values include providing excellent and innovative services, promoting equality and inclusion, focusing on teamwork, investing in people and always doing the right thing.
With the City of Waco, you will find our home; where everyone belongs and thrives as move forward together.
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