City of New Braunfels, TX is hiring: Customer Service Representative - Solid Was

Overview

Join to apply for the Customer Service Representative - Solid Waste role at City of New Braunfels, TX.

The City of New Braunfels is seeking a reliable and detail-oriented Customer Service Representative to join our Solid Waste Residential Division. This public-facing role is ideal for someone who thrives in a fast-paced environment, communicates effectively, and excels at delivering high-quality customer service and administrative support under pressure. Under general supervision, performs a variety of administrative functions; provides administrative support to assigned team members; handles high call volumes and online service requests simultaneously. The level of work is considered intermediate and advanced. This role does not have any direct reports.

Responsibilities

• Provides administrative support and assistance to the Residential Division and/or other designated departmental team members.
• Embodies the standard of high-volume customer care by responding to public inquiries and providing information regarding departmental policies, procedures, programs, facilities, and municipal services; assists the general public with questions and requests; receives and logs service calls and/or customer complaints.
• Serves as the first point of contact for the division, managing a high volume of incoming service requests via phone, email, and the City’s web portal; logs requests, directs them to the appropriate staff, and ensures timely, professional responses.
• Maintains the division’s call log and ensures inquiries are documented and responded to promptly and professionally.
• Prioritizes and manages multiple administrative tasks and projects.
• Maintains up-to-date knowledge of division policies, procedures, programs, facilities, and services to accurately inform and assist customers.
• Communicates with the operations team to relay customer service inquiries, service issues, and special requests, ensuring prompt and effective responses in the field.
• Monitors customer feedback across multiple channels and informs management of emerging trends, recurring concerns, or areas for service improvement.
• Acts as a key link between customers, field staff, and leadership to support continuous improvement and maintain high customer satisfaction.
• Monitors and maintains office supplies and equipment inventories for the area of assignment.
• May be required to function as part of City incident command structure.
• Performs other specialized duties relative to the area of assignment as assigned or required.

Education and Experience

• Three (3) to five (5) years administrative support experience.

Required Licenses or Certifications

• Must possess a valid Texas Driver’s License.

Required Knowledge And Skills

• Strong customer care skills, attention to detail, and the ability to multitask while maintaining a composed, organized demeanor.
• General office practices and equipment, including standard computer software applications.
• Intermediate internet skills.
• Records management principles and standards.
• Basic accounting principles and practices.
• City policies and procedures; departmental operations relative to area of assignment.
• Service-oriented and flexible to meet changing business needs; customer service standards and protocol.
• Strong written and oral communication skills; correct English grammar, composition, spelling, punctuation, and vocabulary.
• Ability to organize, set priorities, manage time and demands, and make independent judgments.

Work Environment

• Work is performed in a standard office environment; able to sit, stand, bend, and reach for extended periods; able to lift up to 40 pounds.
• May be required to work immediately before, during, or after an emergency or disaster.
• Note: This position is designated safety and/or security sensitive.

The City of New Braunfels is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, military status, order of protection status, or any other legally recognized protected basis under federal, state, or local law.