Temporary - Customer Service Representative

City of Austin

2d•Onsite

About The Position

Under general supervision, this position is responsible for handling customer questions, complaints, and billing inquiries. The City of Austin is seeking a Customer Service Representative for Austin Development Services (ADS), which assists homeowners, business owners, and contractors with building, demolition, remodeling, and construction to ensure compliance with applicable city and building codes. The City of Austin is committed to shaping a dynamic and innovative city, guided by principles of Empathy, Ethics, Excellence, Engagement, and Equity. Joining the City of Austin offers a purposeful career, community contribution, and a forward-thinking organization that values its employees.

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

Proven experience delivering exceptional customer service in a fast-paced, high-volume front desk environment serving diverse stakeholders.
Strong conflict resolution skills with demonstrated ability to de-escalate and resolve customer issues effectively.
Proficiency in managing multi-line phone systems while maintaining professional phone etiquette.
Experience using appointment scheduling software and coordinating complex schedules.
Ability to collaborate and communicate effectively with multiple departments and work units.
Experience maintaining accurate records, logs, and following established protocols and procedures.
Ability to quickly learn new systems and adjust to changing procedures or priorities.
Fluent in English and Spanish (reading, writing, and speaking).

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.