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City of Austin Looking for Customer Service Representative at Austin, TX Full Time
Job Description
Position Information
Posting Title
Customer Service Representative
Job Requisition Number
COA086211
Position Number
104610
Job Type
Full-Time
Division Name
Asset Management
Minimum Qualifications
Education and/or Equivalent Experience:
- Graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service.
Licenses and Certifications Required:
- None.
Notes to Applicants
Working with Austin Water provides a number of health and welfare benefits, such as medical, paid leave time, a great retirement plan, training opportunities and more – click
HERE for more information.
HERE for more information.
When completing a City of Austin employment Application:
Please be sure to detail on the application all previous employment that you wish to be considered as part of your qualifications. A detailed, complete employment application is required. It helps us to better evaluate your qualifications and will be used to determine salary if you are selected for this position. Be sure to provide job titles and employment dates for all jobs you wish to be considered.
A resume is required, but will not substitute for a complete employment application.
Please do not use the phrase “see resume” or refer to other documents to complete your application. Do not leave the “Duties and Responsibilities” sections blank. These will be considered incomplete applications. Incomplete applications will not be considered. Please include contact information from previous employers.
If you are selected to interview:
- Your skill level in Customer Service and Data Entry will be assessed, with a required minimum passing score of 70%
If you are selected for hire:
- Verification of your education (which may include high school graduation or GED, undergraduate and/or graduate degrees) is required. You must provide proof of education from an accredited organization or institution. You must also provide proof of your professional licenses or certifications.
- If you are in the military or are a military veteran, you will need to provide a copy of the Member 4 page of your DD-214 prior to confirming a start date.
- A criminal background investigation is required.
Austin Water worksite locations are tobacco-free. Use of tobacco products and/or e-cigarettes is not permitted on any AW worksite – including construction sites, parking lot, garage or in any personal vehicle located on the premises.
Pay Range
$18.67 – $23.04
Hours
Call center has multiple shifts covering a 24/7 operation. This is an Essential Position, requiring on-call availability and mandatory service in certain situations. All shifts may be required to work overtime, on-call, weekends, nights, holidays, and during bad weather events. Shift assignments will be based on business need at time of hire and are subject to change at management discretion.
Job Close Date
07/05/2022
Type of Posting
External
Department
Austin Water Utility
Regular/Temporary
Regular
Grant Funded or Pooled Position
Not Applicable
Category
Professional
Location
Glen Bell Service Cntr, 3907 S. Industrial Dr, Austin, TX
Preferred Qualifications
Preferred Experience:
- Bilingual in English and Spanish.
- Experience working in a utility or similarly-regulated environment.
- Customer service experience in a high-volume call center environment.
- Experience using two-way radio to dispatch field crews.
- Experience using geographic information systems (GIS) or other geographic mapping software.
- Experience with automated billing system (e.g. the City of Austin Customer Care and Billing System – CC&B).
- Database or software experience, including data entry and researching customer account information.
- Experience creating, routing, tracking, filing, and maintaining generated service requests.
Duties, Functions and Responsibilities
Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
- Receives by email, fax, or phone, inquiries from customers, contractors, and other city departments.
- Resolves customer issues with one call resolution.
- Answers customer requests or inquiries concerning services, products, billing, and equipment.
- Verifies customer account and active services using various databases and software applications.
- Researches customer account information to explain services, charges, and adjustments.
- Logs customer complaints, creates service requests, and routes to the appropriate department(s).
- Maintains and files all generated service requests.
Responsibilities – Supervision and/or Leadership Exercised:
- May train others.
Knowledge, Skills and Abilities
Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
- Knowledge of billing procedures.
- Knowledge of good customer relations practices.
- Skill in oral and written communication.
- Skill in handling multiple tasks and prioritizing.
- Skill in using computers and related software.
- Skill in planning and organizing.
- Skill in handling conflict and uncertain situations.
- Ability to work with frequent interruptions and changes in priorities.
- Ability to establish and maintain effective communication and working relationships with city employees and the public.
Criminal Background Investigation
This position has been approved for a Criminal Background Investigation.
EEO/ADA
City of Austin is committed to compliance with the American Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call
(512) 974-3210 or TTY (512) 974-2445.
(512) 974-3210 or TTY (512) 974-2445.
Information For City Employees: If you are an employee within
the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.
