Customer Service Representative Senior

City of Austin • Austin, TX

19d • $26 - $31 • Hybrid

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. Under general supervision, responsible for researching customer questions, complaints, and billing inquiries. Essential duties and functions, may include: Answers complicated customer inquiries concerning services, products, billing, and equipment 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, service request or phone, frontline and escalated inquiries from customers, contractors, and other city departments requiring research, support preparation and reporting. Verifies account information and history to explain services, charges, and adjustments. Logs customer complaints, creates and updates service requests, routing to the appropriate department. Trains and leads others.

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.
• Must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility.

Nice To Haves

• Experience with City, County, State, Federal or other public sector/governmental statutes and ordinances.
• Demonstrated experience producing and/or presenting audio/visual outreach materials and educational resources for public campaign
• Demonstrated experience mediating and/or negotiating fees and infractions with customers.
• Demonstrated experience utilizing Motorola Solutions PremierOne Customer Service Request, or similar customer service system
• Demonstrated experience developing and implementing improvements to service delivery deficiencies in such areas as collecting outstanding fees and conducting targeted outreach.
• Demonstrated experience with false alarm management software such as Cry Wolf.
• Speak, read, and write Spanish

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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees