Customer Service Representative (Temp - Hiring Event)

City of Austin•Austin, TX

1d•$24 - $27•Onsite

About The Position

For over 100 years, Austin Water has been committed to providing safe, reliable, high-quality, and affordable water services to our customers. Today, we serve over 1,000,000 people in the Austin metropolitan area, across more than 548 square miles. As one of the fastest-growing cities in the country, we’re not just keeping up—we’re leading the way with sustainable infrastructure, advanced treatment technology, and environmental innovation. Austin Water consistently ranks among the best in the country when it comes to water quality. We also treat, return, and recycle wastewater in ways that protect environmental resources. Austin Water exceeds federal and state requirements for clean water and environmental compliance at our water and wastewater treatment plants. Purpose: Under general supervision, this position is responsible for handling customer questions, complaints, and billing inquiries. 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). Mains 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. Position Overview: This position is responsible for radio, telephone and dispatching communications to customers and field service crews, initiating service requests and work orders, ensuring that calls are received, reviewed, documented, and referred to appropriate parties for resolution, providing assistance to field service crews via 2-way radio, and conducting notifications for water outages, main breaks, and street cuts.

Requirements

Graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service.
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.
Requires a valid Texas Class C Driver License or the ability to acquire one by your hire date.
External New Hires must meet the City of Austin’s Driver Record Evaluation (DRE) requisite. To be considered for a driving position, applicants cannot have more than three moving violations or a total of six Driver Record Evaluation points within a period of thirty-six (36) months.

Nice To Haves

Bilingual in English and Spanish.
Experience working in a utility or similarly-regulated environment.
Customer service experience in a high-volume call center environment.
Experience using two-way radio to dispatch field crews.
Experience using geographic information systems (GIS) or other geographic mapping software.
Experience with automated billing system (e.g. the City of Austin Customer Care and Billing System – CC&B).
Database or software experience, including data entry and researching customer account information.
Experience creating, routing, tracking, filing, and maintaining generated service requests.
Ability to travel to more than one work location.

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.
Responsible for radio, telephone and dispatching communications to customers and field service crews.
Initiates service requests and work orders.
Ensures that calls are received, reviewed, documented, and referred to appropriate parties for resolution.
Provides assistance to field service crews via 2-way radio.
Conducts notifications for water outages, main breaks, and street cuts.