Customer Service Rep - Austin 3-1-1
About The Position
Austin 3-1-1 is a 24/7 call center where the Customer Service Representative handles a high volume of calls, potentially 80 to 100 per day or night. These calls cover a range of City of Austin services, from power outages and missed garbage collection to more sensitive crisis calls involving suicide, domestic violence, sexual assault, and child abuse. The CSR acts as a liaison with other City departments, responsible for receiving, processing, and submitting service requests, handling escalated customer inquiries with research, managing communications, reviewing departmental processes, managing Austin Energy outages during off-hours, monitoring contact center systems, and performing other clerical duties.
Requirements
- Graduation from an accredited high school or equivalent.
- Two (2) years of experience in billing, credit counseling, or customer service.
- 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.
- 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.
Nice To Haves
- Professional experience in customer service while working in a call center environment.
- Experience using Motorola PremierOne CSR system and a government/municipal 311 Contact Center.
- Experience utilizing ADMS Call Center system (Web CC) in a government/municipal 311 Contact Center.
- Experience multitasking and effectively making decisions in a fast-paced, high-volume call center.
- Experience independently following procedures and maintaining composure when calls become 9-1-1 emergency calls.
- Experience conducting professional correspondence with internal and external contacts verbally and in writing.
- Bilingual in English and Spanish.
Responsibilities
- Receives inquiries by email, fax, or phone 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
- Low-cost medical, dental, vision
- Paid leave time
- Highly competitive retirement plan
- Career development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
