-
Job 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 -
ABOUT THE COMPANY
-
-
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.
-