Customer Service Representative Senior - Austin Water

City of Austin•Austin, TX

1d•Onsite

About The Position

Under general supervision, responsible for researching customer questions, complaints, and billing inquiries. The Customer Service Representative Senior will be a leader within the Customer Service Center. In this lead role, you will oversee a team of Customer Service Representatives, managing resources to handle customer requests by phone, email, and radio dispatch to field crews. You will be responsible for training staff on new processes, ensuring quality assurance of employee work, conducting performance evaluations, and serving as a liaison with other departments. This position is ideal for someone with strong leadership skills who enjoys guiding and developing others to achieve success.

Requirements

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.
Graduation from an accredited high school or equivalent, plus four (4) years' experience in billing, credit counseling, and customer service.

Nice To Haves

Leadership experience in a high-volume call center, serving in a senior, lead, or supervisory capacity with responsibility for coaching and mentoring staff
Ability to deliver exceptional customer service within a utility, government agency, or other similarly regulated environment
Demonstrated experience designing and delivering staff training, including new hire orientation, and ensuring ongoing employee development
Strong skills in writing, implementing, and updating Standard Operating Procedures (SOPs) to support consistency and quality
Proficiency with Microsoft Office, GIS, Computerized Maintenance Management Systems, customer data and tracking systems
Bilingual in English and Spanish
Ability to travel to more than one work location

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.
Research 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.