Customer Service Representative

City of Austin, TX
Published
November 18, 2022
Location
Austin, TX
Job Type
 

Description

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
RELATED WORK EXPERIENCE :
This position reports to the Residential Utility Contact Center ( UCC ) Team. The UCC is the primary point of contact for the City of Austin's residential customers for move requests, billing inquiries, payment arrangements, customer disputes for services, fees, and rates. We are also Austin Energy's contact for outage and emergency response for all citizen's. Our Residential group has 14 teams that handle the 1.6 million annual interactions for commodities such as Water, Electric, Drainage, Transportation, and Austin Resource Recovery.

Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more. Please click HERE for more information.

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 that you wish to be considered as part of your qualifications.
  • The Employment Record should be complete with job titles, employment dates, job duties, functions and responsibilities for each position held. Starting salary will be based on overall relevant experience from your application.
  • Resumes will not be accepted and statements such as "see resume" will not be accepted. You may use "N/A" for fields that are not applicable.
  • Please note that Austin Energy may close the job posting at any time after 7 days from the date of the initial advertisement. Once the job posting has closed, applications cannot be changed.


Assessments:

  • Your skill level in some of the competency areas for this job may be assessedthrough skills testing.

If you are selected as a top candidate:

  • Verification of your education (which may include high school graduation or GED , undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution.
  • If you are identified as a top candidate and are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.
  • This position requires a criminal background investigation.


Work Schedule:

  • This position is categorized as Essential Personnel with the City of Austin.Essential staff are required to work during emergencies or bad weather if they arescheduled to work and, in some cases, when they are not scheduled. Essentialemployees ensure the continuance of key operations for the City of Austin.
  • Work hours may include after hours, holidays and weekends.
  • Shifts may change according to departmental needs.
  • Employee may be required to work additional hours outside of regular work schedule.

Customer service experience is defined as interactions with external and internal customers/consumers in face-to-face and voice platforms to assist with products or services. Billing and credit counseling is defined as experience with explaining billing and credit questions to customers as it relates to utility service. Utility service is defined as electric, water, or gas utilities. (Preferred but not required)
Quality Assurance is specific to voice interactions. A high-volume contact center is defined as supporting over 1 million annual interactions.

Pay Range
$22.10 - $25.11

Hours
Monday - Friday
12:00 p.m. - 9:00 p.m.
Saturday 9:00 a.m. - 1:00 p.m.
Hybrid-Work from Home

Job Close Date 11/23/2022
Type of Posting External
Department Austin Energy
Regular/Temporary Regular
Grant Funded or Pooled Position Not Applicable
Category Clerical
Location 4815 Mueller Blvd (Austin Energy HQ)
Preferred Qualifications
Preferred Experience:

  • Experience working in an inbound call center and familiarity with call center technology and functions (i.e., Avaya, Genesys, or other telephony systems).
  • Experience with residential or commercial utility processes. See notes to applicants.
  • Experience with Oracle, CC&B, or any other billing system.
  • Ability to maintain a regular and predictable work schedule of 12 pm to 9 pm.
  • Bilingual in English and Spanish

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 American 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 TTY (512) 974-2445.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* This position requires graduation from High School or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service. Do you meet these minimum qualifications?

  • Yes
  • No

* Do you have experience working in a high volume inbound call center and are you familiar with call center technology and functions

  • Yes
  • No

* Do you have experience assisting customers with Electric or Water utility processes?

  • Yes
  • No

* Do you have experience using Oracle's, CC&B or any other billing system?

  • Yes
  • No

* This position is categorized as "Essential Personnel". Essential Personnel are considered critical positions and may be required to work during emergencies outside of or in addition to the normal schedule. If offered the position, are you willing to work scheduled and unscheduled hours as mandated by the needs of the business?

  • Yes
  • No

* This position requires a 12pm to 9pm Monday through Friday schedule with mandatory rotational weekends. Are you able to work this schedule?

  • Yes
  • No

* Are you bilingual in Spanish and English?

  • Yes
  • No

* Are you currently employed by Apple One and currently assigned to the call center within Austin Energy?

  • yes
  • no

* If identified as a top candidate, do you agree to a Criminal Background Investigation (CBI)?

  • Yes
  • No

Optional & Required Documents
Required Documents Optional Documents

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