Customer Service Representative

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

This position will answer requests from internal and external customers via phone and email requesting assistance from the City of Austin, Austin Resource Recovery Department. This position will handle customer-escalated calls transferred by the 311 & Austin Energy call center and other city departments. It will create Service Requests (SRs) as appropriate for billing, cart orders, bulk and brush pick-ups, missed pick-ups, dead animal collection and complaints. The position will research information given by management and other departments as requested, process requests for billing, enter Field Activities or To-Do’s in CC&B system for billing requests, cart orders, correct any programming discrepancies in CC&B to eliminate duplicates and errors created by software, order field checks for carts. Though a majority of the day may be spent on office task/computer use, the position also involves sitting while driving a vehicle for up to 3 hours per day picking up and delivering items around the City of Austin using a company vehicle. This position will involve collection and sorting of mail, carrying tub from various locations to car, lifting mail tubs from ground to truck bed approximately 36 inches. Finally, the position will provide coverage for dispatch by communicating with employees via two-way transceiver radio, Alpha pager, and documenting all received radio transactions on the dispatch log.

Physical requirements for Customer Service / Mail Room Position:
The employee is required to perform the following tasks during the normal course of an approximately eight (8) to ten (10) hour day, four (4) to six (6) days a week.

Application: Each individual who submits an Application as provided in the Municipal Civil Service Rules and meet the Minimum Qualifications for a Competitive Position shall be considered a Candidate for that Position. Employees, in Good Standing, who are Candidates within the Department or division that the Position resides in and who meet the Minimum and Preferred Qualifications (if any) of the Position will be included in the initial interview.

A detailed and complete employment application is required to help us better evaluate your qualifications and will be used to determine salary if you are selected for this position. Your application should reflect your complete employment history (to include all job duties responsibilities and employment dates) on your online application. The application is an official document; incomplete applications will not be considered (e.g., “see resume” or “see Linked In Profile”). The responses to the supplemental questions inquiring about experience should be reflected on your application.

Skills Assessments: A competency assessment may be required to verify your skill set.

90-Day Provision for Additional Vacancy: This posting may be used to fill other similar positions within Austin Resource Recovery outside of the division listed above.

Nepotism Policy: The City of Austin Nepotism Policy states, “No person, regardless of job title or length of tenure with the City, shall be employed in a position in which the relative has direct or indirect supervisory authority regarding the terms and conditions of their relative’s employment.”

Virtual Interviews: Austin Resource Recovery may conduct virtual interviews.

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.

Physical Requirements: Tasks may involve bending, lifting, walking, carrying or using a force equal to lifting up to twenty (20) pounds. Prolonged periods of sitting at a desk and working on a computer.

Benefits: Working with the City of Austin at Austin Resource Recovery ( ARR ) 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.

This position is eligible for the Public Service Loan Forgiveness ( PSLF ) Program. This is a federal program designed to encourage individuals to work in public service by forgiving the balance of their federal student loans upon meeting program requirements.

Military/Veteran: Veteran candidates will be required to provide a copy of their DD214 at the time of interview.

Tobacco and Vape-Free Workplace: All Austin Resource Recovery locations are tobacco-free. Use of tobacco products and/or e-cigarettes is not permitted on any ARR worksite - including parking lot or in any personal vehicle located on the premises.
Pay Range
$23.44 - $26.83 per hour
Hours
Monday - Friday; 8:00 a.m. - 5:00 p.m.

Hours may vary due to operational needs. Some nights, weekends and holidays may be required.
Job Close Date 01/06/2025 Type of Posting External Department Austin Resource Recovery Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 1520 Rutherford Lane Bldg 1, Austin, Texas 78754 Preferred Qualifications
Preferred Experience:

• Experience working in a utility customer service or utility billing role.
• Experience working in a governmental /municipality customer service role
• Experience handling escalated complaints via phone and/or email in a customer service or call center role
• 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 has been approved for a Criminal Background Investigation. EEO/ADA
The 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 (*).
* This position requires graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service. Do you meet these requirements?

• Yes
• No

* Please provide a brief description of how you meet the minimum qualifications listed for this position - to include, meeting the educational requirements, years of related experience and substitutions.
(Open Ended Question)
* This position requires a criminal background investigation (CBI). By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.

• I acknowledge and understand this position requires a Criminal Background Investigation.

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

• Yes
• No

* Are you willing to work varied hours to include evenings, some holidays and weekend day(s)?

• Yes
• No

* Please tell me about your experience working in a utility customer service or billing role. Please identify the name of the company from your employment application in which you gained this experience and your specific role. If this does not apply to you, please put "N/A."
(Open Ended Question)
* What experience do you have working in a governmental/municipality customer service role? Please identify the name of the company from your employment application in which you gained this experience and your specific role. If this does not apply to you, please put "N/A."
(Open Ended Question)
* Tell me about your years of customer service or call center experience handling escalated complaints via phone and/or email. In your answer please include which position on your application where you gained this experience, how many years your performed this role and what specific role you played. If you do not have this experience, please put N/A.
(Open Ended Question)
* Describe in detail your experience with Oracle CC&B and/or Motorola CSR systems. If no experience, please put N/A.
(Open Ended Question)
* How did you hear about this opportunity? (The information requested is optional and is not considered as part of the application for employment.)

• Employee Referral
• Online Advertising/Media
• ARR Job Fair
• Workforce Solutions Job Fair
• COA Website
• CDL Driving School
• Other

* Were you referred to this job opportunity by an Austin Resource Recovery employee? If yes, please provide the employee’s full name.
(Open Ended Question)
* All applicants applying for this job posting should submit a complete application. Starting salary for the top candidate (s) will only be based on overall relevant experience from your employment application. Your application will be considered incomplete if your application states “see resume”. Do you understand these statements?

• I acknowledge that I understand these statements.

Optional & Required Documents

Required Documents Optional Documents

• 

• City of Austin

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