Customer Service Representative - Residential

City of Austin • Austin, TX

50d • $24 - $27 • Onsite

About The Position

At the City of Austin, we are more than just an employer—we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles – Empathy, Ethics, Excellence, Engagement, and Equity – anchors in delivering services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee. This position reports to the Residential Utility Contact Center (UCC) Team. The UCC is the primary point of contact for the City of Austin's residential customers for move requests, billing inquiries, payment arrangements, customer disputes for services, fees, and rates. We are also Austin Energy's contact for outage and emergency response for all citizen's. Our Residential group has 14 teams that handle the 1.6 million annual interactions for commodities such as Water, Electric, Drainage, Transportation, and Austin Resource Recovery. Purpose: Under general supervision, this position is responsible for handling customer questions, complaints, and billing inquiries.

Requirements

• 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.
• Graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service.

Nice To Haves

• Experience working in an inbound call center and familiar with call center technology and functions (i.e. Avaya, Genesys or other telephony systems).
• Experience with residential or commercial utility processes.
• Experience with Oracle's, CC&B or any other billing system.
• Ability to maintain regular and predictable work schedule of 12 pm to 9 pm.
• Bilingual in English and Spanish

Responsibilities

• 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.
• May train others.

Benefits

• Competitive Benefits : Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
• Retirement Security : Plan for the future with the City of Austin Employees' Retirement System.
• Sustainable Transportation Options : Commute easily with access to public transit and bike-friendly infrastructure.
• Focus on Wellness : Stay healthy through wellness programs, on-site fitness centers, and mental health support.
• Career Growth : Advance your skills and expertise with professional development and leadership opportunities.
• Modern Workspaces : Work in innovative and sustainable environments that foster collaboration and inspiration.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED