Customer Service Rep - Austin 3-1-1 - Austin Energy

City of Austin

11d • $24 - $28

About The Position

Austin 3-1-1 is a 24/7 call center that handles requests for City of Austin services, including power outages, missed garbage collection, and lost pets. Calls may also involve crises such as suicide, domestic violence, sexual assault, or child abuse. The Customer Service Representative may handle 80 to 100 calls per day or night and serves as a point of contact with other City departments and divisions.

Under general supervision, this position handles customer questions, complaints, and billing inquiries. The representative receives and processes service-related requests, researches and resolves escalated customer inquiries, manages communications with citizens and internal and external departments, and reviews departmental processes and documentation for improvements. The role also handles Austin Energy outage processes outside business hours, monitors contact center systems around the clock, and performs clerical and administrative duties. Essential employees may be required to work during emergencies or bad weather, including at times when they are not scheduled.

Requirements

• High school graduation or equivalent from an accredited institution.
• At least two years of experience in billing, credit counseling, or customer service.
• Knowledge of billing procedures and good customer relations practices.
• Oral and written communication skills.
• Ability to handle multiple tasks and prioritize.
• Skill using computers and related software.
• Planning and organizing skills.
• Ability to handle conflict and uncertain situations.
• Ability to work with frequent interruptions and changing priorities.
• Ability to establish and maintain effective communication and working relationships with City employees and the public.
• Ability to work any combination of shifts starting between 6:00 a.m. and 11:00 p.m., Sunday through Saturday; shifts are eight or ten hours.
• Ability to work weekends, holidays, evenings, and potentially additional hours outside the regular schedule.
• Ability to work during emergencies or bad weather when required as essential personnel.

Nice To Haves

• Professional customer service experience in a call center environment.
• Experience using the Motorola PremierOne CSR system in a government or municipal 311 contact center.
• Experience using the ADMS Call Center system (Web CC) in a government or municipal 311 contact center.
• Experience multitasking and making decisions effectively 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 verbal and written correspondence with internal and external contacts.
• Bilingual proficiency in English and Spanish.

Responsibilities

• Receive customer, contractor, and City department inquiries by email, fax, or phone.
• Resolve customer issues through one-call resolution where possible.
• Answer questions and requests concerning services, products, billing, and equipment.
• Verify customer accounts and active services using databases and software applications.
• Research customer account information to explain services, charges, and adjustments.
• Log complaints, create service requests, and route them to the appropriate departments.
• Maintain and file generated service requests.
• Receive escalated customer inquiries and conduct research to resolve them.
• Manage communications with citizens and internal and external departments.
• Review departmental processes and documentation and identify improvements.
• Handle Austin Energy outage processes during off-business hours.
• Monitor contact center systems 24/7.
• Perform clerical and administrative duties.
• May train others.
• Work required shifts during evenings, weekends, holidays, emergencies, or bad weather, as scheduled or otherwise required.

Benefits

• Low-cost medical, dental, and vision benefits.
• Paid leave time and generous leave.
• Competitive retirement plan through the City of Austin Employees' Retirement System.
• Career development and professional development opportunities.
• Work-life balance programs.
• Wellness programs, on-site fitness centers, and mental health support.
• Access to public transit and bike-friendly infrastructure.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED