Severn Trent Services Customer Service Representative II in Katy, Texas


The Customer Service Representative II is responsible for handling and processing incoming calls and requests from customers.


  • Takes, prepares, tracks and expedites customer orders and inquiries by phone and in person.

  • Fills out necessary paperwork associated with each transaction. Maintains customer information database by updating customer information when required. Generates reports as needed.

  • Refers service failure complaints to designated departments for investigation.

  • Assists in resolving customer complaints.

  • Inputs information regarding inspections and payments.

  • Prepares and maintains correspondence with customers.

  • May be responsible for maintaining a cash drawer and processing cash payments.

  • May be responsible for basic accounting responsibilities.

  • Responsible for special projects as needed.

  • Prepare documentation for adjustments to customer accounts.

  • Other duties as assigned.


Education/Experience : High School Diploma or GED. 2-4 years related experience.

Technical : Intermediate proficiency with Microsoft Office applications & internet. Ability to work with basic office equipment & phone systems. Ability to work with numbers, including calculations & cash handling. Ability to type 35 WPM, including Alpha-numeric keys & 10 key-machine. Working knowledge of billing and payment processing; Familiar with rate orders & contracts.

Communication : Communicates clearly & professionally. Contributes to a positive internal & external customer experience. Maintains composure in challenging situations. Collaborates with others. Asks for constructive feedback.

Problem Solving & Quality : Pays attention to detail. Identifies & solves problems. Escalates issues accordingly. Checks work for quality. Shares suggestions to improve quality & productivity.

Managing For Results : Works independently with minimal supervision. Takes projects to completion. Follows all company policies & SOPs. Manages multiple tasks. Demonstrates flexibility in workflow & scheduling.

Leadership & Initiative : Demonstrates a positive attitude. Acts in accordance with company vision, mission & values. Takes accountability for own performance. Willing to take on additional assignments. Seeks out opportunities for development.


The work environment is characteristic of an office environment: sitting, standing, walking, bending and lifting are required to perform job responsibilities. The employee must occasionally lift and move up to 20 lbs.


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Job ID 2016-2090

Type Regular Full-Time

Location(s) US - TX - Katy

Posted Date 10/14/2016

Category Administrative/Clerical