Customer Service Representative (DSD Employees Only)

Minimum Qualifications
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

The Development Services Department ( DSD ) assists homeowners, business owners, and contractors when they build, demolish, remodel or perform any type of construction to ensure compliance with applicable city and building codes.

DSD is seeking to fill a Customer Service Representative position within the Triangle Front Desk Team for an exciting internal advancement opportunity. The ideal candidate for this role should possess a robust proficiency in appointment scheduling software, excel in adapting to a fast-paced, high-volume call setting, demonstrate dynamic customer service skills, and exhibit the capacity to independently or collaboratively address intricate issues as they arise.

Working with the City of Austin provides a number of health and welfare benefits. Please click HERE for more information.

Employment Application: Only complete applications will be considered. Be sure your employment history on the application includes your past job titles, employment dates, and a detailed summary of your job duties, functions and responsibilities. Please take the time to ensure that the application is complete to represent your history and skills/abilities. Once a position is closed, no additional applications or application changes will be accepted.

Post Interview Verification: If you are selected as the top candidate for a position, we will be contacting your current and former employer, as well as the references listed in your application. Please do your best to ensure that the contact information on the application is accurate. Top candidates will also be required to provide proof of education from an accredited organization, copies of any professional licenses or certificates listed on the application and a copy of your DD-214 if claiming veteran’s preference.

Travel: If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program , you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

THE DEPARTMENT MAY CLOSE THIS JOB POSTING AT ANY TIME AFTER 7 DAYS .
Pay Range
$23.04 - $26.50 per hour
Hours
Monday - Friday,
7:45 a.m. - 4:45 p.m.
Job Close Date 06/24/2024 Type of Posting Departmental Only Department Development Services Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 6310 Wilhelmina Delco Drive, Austin, TX 78752 - PDC Preferred Qualifications

• Experience in utilizing appointment scheduling software.
• Experience in a fast-paced, high-volume call environment.
• Demonstrated experience in delivering exceptional customer service.
• Demonstrated ability to resolve escalated customer complaints successfully.
• Proficient in coordinating and collaborating with various organizational departments or units.
• Experience in utilizing language access resources.
• Demonstrated ability to instruct and train others.
• Ability to travel to more than one work location.

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 does not require a Criminal Background Investigation EEO/ADA
City of Austin is committed to compliance with the Americans with 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 Texas Relay by dialing 7-1-1.

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS , AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk
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.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* The minimum qualifications for this position are Graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service. Do you meet the minimum qualifications for this position?

• Yes
• No

* Are you a current Development Services Department employee?

• Yes
• No

* Do you have experience working in a front desk environment with answering phones and greeting walk in customers?

• Yes
• No

* Do you have experience in utilizing appointment scheduling software?

• Yes
• No

* Please briefly describe your experience in a fast-paced, high-volume call environment.
(Open Ended Question)
* Exceptional communication (verbal and written) and customer service skills are essential in this position. Briefly describe your customer service experience; include steps you take to resolve customer complaints.
(Open Ended Question)
* Describe your experience coordinating and collaborating with cross-functional teams, stakeholders, and vendors.
(Open Ended Question)
* Do you have experience in utilizing language access resources?

• Yes
• No

* Indicate your experience training others

• None
• 1 to 2 years
• 2 to 4 years
• 4 to 6 years
• 6 years plus

* Do you have the ability to travel to multiple sites as part of the regular job duties?

• Yes
• No

Optional & Required Documents

Required Documents Cover Letter Resume Optional Documents

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