About the Company
The Metropolitan Utilities District (MUD) is a publicly owned utility serving the Omaha metropolitan area. For over a century, MUD has been dedicated to providing safe, reliable, and affordable natural gas and water services to our community. We are committed to operational excellence, environmental stewardship, and outstanding customer service, striving to enhance the quality of life for all residents we serve.
Job Description
We are seeking a highly motivated and empathetic Remote Public Works Customer Support Representative to join our team. This fully remote position offers the opportunity to provide essential assistance to our customers regarding their water and natural gas services. You will be the primary point of contact for inquiries, service requests, billing questions, and emergency support, ensuring a positive and efficient experience. Ideal candidates will possess excellent communication skills, a strong problem-solving aptitude, and a commitment to public service, all while working from the comfort of their home.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, and chat regarding service applications, billing, outages, and general information.
- Process service requests, including new connections, disconnections, transfers, and maintenance appointments, accurately and efficiently.
- Investigate and resolve customer complaints and issues, escalating complex problems to appropriate departments when necessary.
- Educate customers on utility services, conservation efforts, safety procedures, and billing options.
- Maintain accurate and detailed records of all customer interactions and transactions in the CRM system.
- Collaborate with field technicians and other internal departments to ensure timely resolution of customer concerns.
- Adhere to all company policies, procedures, and regulatory requirements.
- Participate in ongoing training and development to stay informed about service updates and system changes.
Required Skills
- Excellent verbal and written communication skills.
- Proven ability to empathize with customers and resolve issues patiently and effectively.
- Strong problem-solving and critical-thinking abilities.
- Proficiency in using CRM software and standard office applications (e.g., Microsoft Office Suite).
- Ability to work independently in a remote environment with minimal supervision.
- High-speed internet access and a dedicated, quiet home workspace.
- Exceptional organizational skills and attention to detail.
Preferred Qualifications
- Previous experience in a utility or public works customer service role.
- Familiarity with water and natural gas utility operations and terminology.
- Experience with SAP or similar enterprise resource planning systems.
- Associate's degree or higher in a relevant field.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Life and disability insurance.
- Generous paid time off (vacation, sick leave, holidays).
- 401(k) retirement plan with company match.
- Employee assistance program (EAP).
- Opportunities for professional development and career growth.
- Flexible work schedule in a 100% remote setting.
- Employee discount programs.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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