Temporary – Customer Service Rep (Records and Research)

City of Austin, TX
May 6, 2023
Austin, TX
Job Type


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

The Development Services Department ( DSD ) assists homeowners, business owners, and contractors when they build, demolish, remodel or perform any type of construction to ensure compliance with applicable city and building codes.

DSD is seeking two temporary Customer Service Representatives to assist us in converting plan sets and other documents to a digital medium for archival purposes. Additionally, this position will have direct interaction with the public providing assistance with the retrieval and review of record sets. The ideal candidate will be self-motivated with dedication to accuracy and a drive to get the job done.

Employment Application: Only complete applications will be considered. Be sure your employment history on the application includes your past job titles, employment dates, and a detailed summary of your job duties, functions and responsibilities. Please take the time to ensure that the application is complete to represent your history and skills/abilities. Once a position is closed, no additional applications or application changes will be accepted.

Post Interview Verification: If you are selected as the top candidate for a position, we will be contacting your current and former employer, as well as the references listed in your application. Please do your best to ensure that the contact information on the application is accurate. Top candidates will also be required to provide proof of education from an accredited organization, copies of any professional licenses or certificates listed on the application and a copy of your DD-214 if claiming veteran's preference.


Pay Range

Monday through Friday
7:45 a.m. - 4:45 p.m.
There is some flexibility with the hours, however this is an on-site position with no option for teleworking.

Job Close Date 05/11/2023
Type of Posting External
Department Development Services
Regular/Temporary Temporary
Grant Funded or Pooled Position Not Applicable
Category Clerical
Location 6310 Wilhelmina Delco Drive, Austin TX 78752
Preferred Qualifications
Preferred Experience:

  • Strong interpersonal and customer service skills.
  • Ability to work cooperatively as a contributor to a larger project within a team.
  • Ability to work independently and to stay motivated when doing repetitive tasks.
  • Attention to detail and an eye for quality control.
  • Experience with document imaging tools, document conversion, scanning and filing methods.
  • Proficiency with Microsoft Office and Adobe products.

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.

Criminal Background Investigation This position does not require a Criminal Background Investigation
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 (*).
* This position requires graduation from High School or equivalent, plus two (2) years experience in billing, credit counseling, or customer service. Do you meet these minimum qualifications?

  • Yes
  • No

* How many years of Customer Service experience do you have?

  • Less than two (2) years
  • Two (2) to four (4) years
  • More than four (4) years

* Describe your experience with document imaging tools, document conversion, scanning and filing methods.
(Open Ended Question)
* Are you proficient with using a scanner, fax machine, and copier?

  • Yes
  • No

* This position often requires sustained periods of time spent reviewing documents while maintaining focus and attention to detail. Is this a job description that you will be comfortable with?

  • Yes
  • No

* Please describe your work experience providing internal and external customer service via direct contact, e-mail, or telephone?
(Open Ended Question)

Optional & Required Documents
Required Documents Cover Letter Resume Optional Documents

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