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
Shift assignment for candidates selected will be determined based on business need and is subject to change at management’s discretion.

Essential employee:

This position has been designated as essential for the City of Austin. Essential positions maintain emergency services or provide public health, safety, utility services, and welfare of the community. In the event of a designated emergency, these positions will be called back or retained to assist with operations and recovery.

NOTE : Please note that the Department may close the job posting at any time after 7 days.


Shift Incentives: Shift work includes shift differential incentives for evening, night shifts and weekends.

This is a temporary position that is expected to last between twelve to eighteen months in Austin Water’s Dispatch division. As a temporary position, it is not benefits eligible.

When completing the 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 and cover letter will not substitute for a complete employment application. Do not use the phrase, “see resume” to complete your employment application or answer supplemental questions. That will be considered incomplete. Incomplete applications will not be considered.

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.

Effective October 1, 2014, all Austin Water worksite locations are tobacco-free.
Use of tobacco products and/or a-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
$23.44 - $26.83
Hours
The 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. Work hours may include after-hours holidays and weekend work, on calls, overtime, during bad weather and events. Shift assignments will be based on business. need at time of hire and are subject to change at management discretion.
Job Close Date 03/31/2025 Type of Posting External Department Austin Water Utility Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Clerical Location 3907 South Industrial Dr., Glen Bell Service Center 78744 Preferred Qualifications
Preferred Experience:

• Bilingual in English and Spanish.
• Experience with customer service in a high-volume call center environment.
• Experience with two-way radio experience, dispatching field crews.
• Experience using geographic information systems ( GIS ) or other geographic mapping software.
• Experience with an automated billing system (e.g. the City of Austin Customer Care and Billing System - CC&B).

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 - Supervisor 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 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

* How many years of experience do you have with customer service and working in a call center environment?

• Less than 2 years
• 2-3 years
• 3-4 years
• 4-5 years
• 5+ years

* Which of the following describes your experience with mapping tools (i.e. Google Maps, GIS)?

• No Experience
• 0 - 2 Years
• 2 - 5 Years
• More than 5 Years

* How many years of computer data entry do you have?

• No data entry experience
• One to two years
• Three to four years
• More than 5 years

* This position requires a criminal background check. 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 Criminal Background Investigation (CBI) to be hired.

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

* Will you require sponsorship for employment visa status (e.g., H1B visa) either now or in the future?

• Yes
• No

* Were you referred to this opportunity by an Austin Water employee? If yes, please provide the employee’s full name. (Open Ended Question)
(Open Ended Question)


Optional & Required Documents

Required Documents Resume Optional Documents

• 

• City of Austin

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