Customer Service Representative

Minimum Qualifications
Education and/or Equivalent Experience:

• 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.

Notes to Applicants
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 - click HERE for more information.

When completing a City of Austin employment Application:

Please be sure to detail on the application all previous employment that you wish to be considered as part of your qualifications. A detailed, complete employment application is required. It helps us to better evaluate your qualifications and will be used to determine salary if you are selected for this position. Be sure to provide job titles and employment dates for all jobs you wish to be considered.

A resume is required, but will not substitute for a complete employment application. Please do not use the phrase "see resume" or refer to other documents to complete your application. Do not leave the "Duties and Responsibilities" sections blank. These will be considered incomplete applications. Incomplete applications will not be considered. Please include contact information from previous employers.

Secondary Employment:

• All Austin Water 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.
• AW must review all secondary employment.
• Employees are required to submit a Secondary Employment Application for review and approval upon being hired with AWU , as well as current AWU employees considering Secondary employment

If you are selected to interview:

• Your skill level in Customer Service and Data Entry will be assessed, with a required minimum passing score of 70%

If you are selected for hire:

• 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 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.
• A criminal background investigation is required.

Austin Water worksite locations are tobacco-free. Use of tobacco products and/or e-cigarettes is not permitted on any AW worksite - including construction sites, parking lot, garage or in any personal vehicle located on the premises.

Pay Range
$22.10 - $25.11

Hours
Call center has multiple shifts covering a 24/7 operation. This is an Essential Position, requiring on-call availability and mandatory service in certain situations. All shifts may be required to work overtime, on-call, weekends, nights, holidays, and during bad weather events. Shift assignments will be based on business need at time of hire and are subject to change at management discretion.

Job Close Date 05/26/2023
Type of Posting External
Department Austin Water Utility
Regular/Temporary Regular
Grant Funded or Pooled Position Not Applicable
Category Professional
Location Glen Bell Service Cntr, 3907 S. Industrial Dr, Austin, TX
Preferred Qualifications
Preferred Experience:

• 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 two-way radio to dispatch field crews.
• 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.

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- Supervision 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.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation.
EEO/ADA
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.

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.

Information For City Employees: If you are an employee within the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* The minimum qualifications for this position are Graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service. Do you meet the minimum qualifications for this position?

• Yes
• No

* Select the statement that best describes your English/Spanish bilingual ability.

• Speak both English and Spanish fluently
• Speak some Spanish
• Understand some Spanish
• Fluent in English only
• Fluent in Spanish only

* How many years of experience do you have providing customer service in a call center?

• 0-3 Years
• 3-5 Years
• 5-7 Years
• 7-10 Years
• More than 10 years

* How many years of experience do you have dispatching service crews using two-way radios, radio consoles or any other type of communication systems?

• 0-3 Years
• 3-5 Years
• 5-7 Years
• 7-10 Years
• More than 10 years

* How many years of experience do you have using Geographic Information Systems (GIS) software such as Google Maps, Mapquest, Mapsco, or other geographic mapping software while providing customer service?

• 0-3 Years
• 3-5 Years
• 5-7 Years
• 7-10 Years
• More than 10 years

* How many years of experience do you have providing customer service using database applications such as a Billing System (ex. CC&B, CIS, etc.)?

• 0-3 Years
• 3-5 Years
• 5-7 Years
• 7-10 Years
• More than 10 years

* How many years of experience do you have using software for data entry and researching customer account information?

• 0-3 Years
• 3-5 Years
• 5-7 Years
• 7-10 Years
• More than 10 years

* How many years of experience do you have working with service requests including creating, routing, tracking, filing, and maintaining them?

• 0-3 Years
• 3-5 Years
• 5-7 Years
• 7-10 Years
• More than 10 years

* This position requires a criminal background check. By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.

• I acknowledge and understand this position requires a Criminal Background Check.

* Were you referred to this opportunity by an Austin Water employee? If yes, please provide the employee's full name.
(Open Ended Question)

Optional & Required Documents
Required Documents Cover Letter Resume Optional Documents