Part Time - Temporary Customer Service Representative (Austin Water)

City of Austin • Austin, TX

1d • $24 - $27

About The Position

Under general supervision, this position is responsible for handling customer questions, complaints, and billing inquiries.

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

• 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 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.
• This position is responsible for 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, and conducting notifications for water outages, main breaks, and street cuts.

Benefits

• Working with Austin Water provides a number of health and welfare benefits, such as medical, paid leave time, a great retirement plan, training opportunities and more
• This position offers a career progression plan, which provides a unique opportunity to promote without having to go through the competitive process.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees