Customer Service Representative Senior - Residential

City of Austin•Austin, TX

48d•$26 - $31•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. The Customer Service Representative Sr. serves as a subject matter expert and escalation point within the Customer Service team, providing advanced support for complex customer inquiries and utility account issues. This role is responsible for identifying and implementing process improvements, mentoring and training team members, and ensuring high-quality service delivery. The ideal candidate is self-sufficient, adaptable, and excels in both written and verbal communication. They will handle escalations with professionalism, support cross-departmental coordination, and contribute to a culture of continuous improvement and customer satisfaction.

Requirements

Graduation from an accredited high school or equivalent, plus four (4) years experience in billing, credit counseling, and customer service.
Knowledge of basic accounting and billing procedures.
Knowledge of city practice, policy and procedures.
Knowledge of good customer relations practices.
Knowledge of credit collection 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.
Ability to handle conflict and uncertain situations.
Ability to work with frequent interruptions and changes in priorities.
Ability to train others.
Ability to establish and maintain effective communication and working relationships with city employees and the public.

Nice To Haves

Experience with utility residential and commercial processes.
Experience in a leadership role handling daily customer escalations in a high-volume call center environment.
Strong verbal and written communication skills with a focus on customer service excellence.
Demonstrated leadership and mentoring experience.
Proven ability to manage time effectively and handle multiple tasks simultaneously.
Experience in researching, analyzing, and resolving complex customer issues.
Proficiency in Customer Care & Billing (CC&B), including To Do processing and service request corrections.
Familiarity with Genesys or similar call center platforms for phone, email, and disposition handling.
Availability to work a 12:00 PM – 9:00 PM shift with rotating Saturday coverage.

Responsibilities

Answers complicated customer requests or inquiries concerning services, products, billing, and equipment.
Resolves customer issues with one call resolution.
Prepares cases for support services and other city departments.
Processes corrections to customer accounts.
Extracts data from city databases and create reports.
Coordinates mailings to customers.
Maintains and files all generated service requests.
Receives by email, fax, or phone, frontline and escalated inquiries from customers, contractors, and other city departments requiring research, support preparation and reporting.
Verifies customer accounts and active services using various databases and software applications.
Researches customer account information and history to explain services, charges, and adjustments.
Logs customer complaints, creates and updates service requests, and routes to the appropriate department(s) and/or personnel.
May lead and train others.