Customer Engagement Agent

Job Description:

Customer Engagement Agent

Description

Summary

Minimum Starting Salary: $20.3245 per hour

The City of Waco Seeks:
The City of Waco is seeking a passionate Customer Engagement Agent to join our team. This position will serve as the first point of contact for customers, deliver outstanding service, and build positive customer relationships.

Minimum Qualifications:

Required:

• H.S. Diploma or GED and 1 year experience in customer service or call center environment

Preferred:

• Some college or technical training

Position Description:

The Customer Engagement Agent plays a vital role in delivering responsive, high-quality customer service within the call center. Under the direction of the Customer Engagement Coordinator, this position serves as the first point of contact for utility customers, assisting with inquiries, resolving routine issues, and providing accurate service information. The Agent is responsible for ensuring a positive customer experience through effective communication, active listening, and adherence to company policies and performance standards. This position supports the overall goals of the Customer Engagement team by contributing to daily operations, maintaining service levels, and promoting a customer-first approach in all interactions.

Essential Functions:

• Responds promptly to inbound calls, emails, and chat inquiries from customers regarding billing, service requests, account information, and other general concerns.
• Provides clear, courteous, and knowledgeable assistance to address customer questions and resolve issues efficiently.
• Promotes self-service tools and guides customers through available online resources when applicable.
• Documents all customer interactions in the Customer Information System (CIS) accurately and in a timely manner.
• Troubleshoots common account issues and initiates basic service requests.
• Escalates complex, high-priority, or unresolved concerns to the Customer Engagement Coordinator as needed.
• Follows up with customers when additional information or clarification is required to complete a resolution.
• Assists with meeting daily call volume and service level goals by maintaining consistent availability and productivity during assigned shifts.
• Participates in outbound call campaigns and customer notifications as directed by the Coordinator or Supervisor.
• Collaborates with team members to ensure consistent service quality across all channels.
• Coordinates with Field Operations by entering and updating service orders accurately in the CIS.
• Notifies customers of scheduled service activities, delays, or updates.
• Monitors alerts or flagged accounts and inform appropriate personnel to support prompt service delivery.
• Adheres to established procedures and customer service standards.
• Provides feedback on recurring customer concerns or process inefficiencies.
• Participates in regular coaching sessions and training to improve performance and knowledge.
• Attends required training to stay informed of updates to policies, procedures, and systems.
• Shares knowledge and best practices with peers to foster a collaborative and supportive team environment.
• Supports onboarding and mentoring of new agents when requested by the Coordinator or Supervisor.
• Required to report to work during emergency situation 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: equity & inclusion, excellence & innovation, integrity, people, and teamwork.

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: 10/31/2025 11:59 PM Central

Salary:

See Position Description