Customer Service Representative (Automotive Customer Service Representative)

City of Austin•Austin, TX

19h•$24 - $27•Onsite

About The Position

At the Austin Fleet Mobility Department, we’re proud to play a vital role in keeping our city moving forward. Managing more than 7,500 vehicles across 25 departments—including Fire, Police, EMS, Austin Energy, and Austin Water—we support the essential services that make Austin thrive, focusing on innovation, sustainability, and efficiency. 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). Maintains 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. Minimum Qualifications: Graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service. Licenses and Certifications Required: None. PREFERRED QUALIFICATIONS: Demonstrated customer service and administrative support experience in an automotive or fleet environment. Experience coordinating or supporting customer service activities involving fleet vehicles, heavy equipment, or emergency response vehicles. Demonstrated experience providing exceptional customer service, resolving complex customer concerns, and applying strong problem-solving skills. Experience working efficiently and effectively in a fast-paced environment while managing multiple priorities and frequent interruptions. Ability to communicate clearly, concisely, and professionally with internal and external customers. Experience working both independently and collaboratively within a team. Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook. ASE Service Consultant (C1) Certification, or the ability to obtain the certification within six to twelve months of hire. Ability to travel to multiple work locations. Notes to Candidate: NOTE: Cover letters and resumes are not being accepted for this position. Pay Range: $23.76 - $27.32 Schedule: DAYS AND HOURS: Monday - Friday 7:00 a.m. - 4:00 p.m. OR 8:00 a.m. - 5:00 p.m. Work location and hours may change to support operational needs. This is an in-person role; telework is not an option for this position. Location: Austin, TX Applicants are expected to follow all directions as listed in this job posting. This position primarily supports Fleet Mobility Services (Operations) and works closely with Fleet's Service Consultants. The Customer Service program is responsible for creating work orders for incoming service requests; resolving customer issues with timely resolution; researching customer information regarding services using various databases and software applications to explain charges, scheduling and jobs performed during those services; and is responsible for other duties, as assigned. Employment Application: The City of Austin employment application is an official document; incomplete applications will not be considered. Please be sure to detail on the application all current and previous employment, including all current and previous City of Austin employment. The Employment Record should be complete with job titles, employment dates, and specific job duties, functions, and responsibilities for each position held. Note that this information will be reviewed to identify how you meet minimum and preferred qualifications. When completing the City of Austin employment application, the work experience listed must include a month, year, and a verifiable Supervisor or Human Resources phone number. Do not leave the “Duties and Responsibilities” sections blank. These will be considered incomplete applications. For each position, please describe your specific experience as it relates to the minimum and preferred qualifications. If you are selected as the top candidate, starting salary will be based on overall relevant experience from your application. When completing Supplemental Questions, please note your answers to the supplemental questions must be supported by the information contained in your application. Once the job posting has closed, applications cannot be changed; you will not be given the opportunity to provide additional work experience once you complete and submit your job application. Additional Information: Verification of your education (which may include high school graduation or GED, undergraduate and/or graduate degrees) is required. You must provide proof of education from an accredited organization or institution. You must also provide proof of your professional licenses or certifications. If you are selected as the top candidate for a position, we may contact your current and former employer, as well as the references listed in your application. Please be sure you have listed at least 3 references in the application with correct contact information. If you are in the military or are a military veteran, you will need to provide a copy of the Member 4 page of your DD-214 prior to confirming a start date. More than one round of interviews may be required. Applicants are encouraged to apply as soon as possible. The department reserves the right to close the posting after 7 calendar days. Cover letters and resumes are not being accepted for this position. Please be aware that the Job Posting Close Date reflects the final day to apply, but the posting will close at 11:59 PM the day before the date listed. All application steps, including attachments and submission, must be fully completed before that time. We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed, it will no longer be viewable in the system Secondary Employment: All Austin Fleet Mobility Services employees are prohibited from accepting or engaging in any secondary employment that might conflict or interfere with an employee’s duty and responsibility to the Department. Austin Fleet Mobility Services must review all secondary employment. Employees are required to submit a Secondary Employment Application Skills Assessment: A skills assessment(s) may be required as part of the recruitment process. 90 Day Provision for Additional Vacancy: When the same or an additional vacancy occurs within a department in the same job title within 90 days after the start date of the top candidate, the hiring department may offer the additional position to another top candidate from the same candidate pool, or, advertise for the new position. Travel: If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations. To view the City of Austin Recruitment Video, please click here! To view Fleet Mobility Services Recruiting Information, please click here! Working with the City of Austin provides a number of benefits including medical, paid leave time, a great retirement plan, training opportunities and more. Click HERE for more information. . JOIN THE CITY OF AUSTIN TEAM 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 – that anchor our delivery of 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. What Makes the City of Austin Special? Make a Difference: Join a team driving meaningful change in one of the fastest-growing cities in the nation. Value and Innovation: Work in an environment where employees are valued, and innovation thrives. 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. Career Growth: Advance your skills and expertise with professional development and leadership opportunities. Modern Workspaces: Work in innovative and sustainable environments that foster collaboration and inspiration. By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country. . EEO Statement for City of Austin: The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk. City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

Requirements

Graduation from an accredited high school or equivalent, plus 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.

Nice To Haves

Demonstrated customer service and administrative support experience in an automotive or fleet environment.
Experience coordinating or supporting customer service activities involving fleet vehicles, heavy equipment, or emergency response vehicles.
Demonstrated experience providing exceptional customer service, resolving complex customer concerns, and applying strong problem-solving skills.
Experience working efficiently and effectively in a fast-paced environment while managing multiple priorities and frequent interruptions.
Ability to communicate clearly, concisely, and professionally with internal and external customers.
Experience working both independently and collaboratively within a team.
Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
ASE Service Consultant (C1) Certification, or the ability to obtain the certification within six to twelve months of hire.
Ability to travel to multiple work locations.

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.
May train others.