Customer Service Rep - Austin 3-1-1

Customer Service Representative

Austin 3-1-1 is a 24/7 call center. The Customer Service Representative may take 80 to 100 calls day or night. Today these calls are for City of Austin services to address power outages, missed garbage, lost pets, etc. These calls may also include crisis calls such as suicide, domestic violence, sexual assault, and child abuse. The CSR serves as a point of contact with other City departments/divisions and will be responsible for executing several key functions including: receiving, dispositioning, and submitting service-related requests; receiving escalated inquiries from customers and completing research required to resolve; managing communications with citizens, and internal and external departments; reviewing departmental processes, documentation, and improvements; handling Austin Energy outages process during off-business hours; providing 24/7 monitoring for contact center systems; and fulfilling other clerical and administrative duties.

Job Description

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

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.

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.

Minimum Qualifications

Graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service.

Preferred Qualifications:

Professional experience in customer service while working in a call center environment.

Experience using Motorola PremierOne CSR system and a government/municipal 311 Contact Center

Experience utilizing ADMS Call Center system (Web CC) in a government/municipal 311 Contact Center

Experience multitasking and effectively making decisions in a fast-paced, high-volume call center

Experience independently following procedures and maintaining composure when calls become 9-1-1 emergency calls

Experience conducting professional correspondence with internal and external contacts verbally and in writing

Bilingual in English and Spanish

Notes to Candidate

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. 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.
• Rsums will not be accepted and statements such as "see rsum" 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

• Skills assessment may be used to determine selection for interview process after initial applicant review. Applicants will need to score above 70% on each assessment to move forward into the interview process.

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.
• This position requires a criminal background investigation.

Pay Range: Min $23.76 - Mid $27.32

Work Schedule: Must be able to work any combination of shifts starting between 6:00 am to 11:00pm Sunday-Saturday; Shifts are eight or ten hours.

• 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 are scheduled to work and, in some cases, when they are not scheduled. Essential employees ensure the continuance of key operations to maintain the safe delivery of electric service for the City of Austin.
• Austin 3-1-1 is 24*7, weekends, holidays, and evenings will be required.
• Shifts may change according to departmental needs.
• Employee may be required to work additional hours outside of regular work schedule.

Please be aware that the Job Posting Close Date reflects the final day to apply, but the posting will close at 11:59 PM the day before the date listed. All application steps, including attachments and submission, must be fully completed before that time.

We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed, it will no longer be viewable in the system.

Join The City Of Austin Team

At the City of Austin, we are more than just an employerwe are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles Empathy, Ethics, Excellence, Engagement, and Equity that anchor our delivery of services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.

What Makes The City Of Austin Special?

• Make a Difference: Join a team driving meaningful change in one of the fastest-growing cities in the nation.
• Value and Innovation: Work in an environment where employees are valued, and innovation thrives.
• Competitive Benefits: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
• Retirement Security: Plan for the future with the City of Austin Employees' Retirement System.
• Sustainable Transportation Options: Commute easily with access to public transit and bike-friendly infrastructure.
• Focus on Wellness: Stay healthy through wellness programs, on-site fitness centers, and mental health support.
• Career Growth: Advance your skills and expertise with professional development and leadership opportunities.
• Modern Workspaces: Work in innovative and sustainable environments that foster collaboration and inspiration.

By Joining Us, You Become Part Of A Community That Values Its People And Is Committed To Making Austin The Most Thriving And Resilient City In The Country.

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EEO Statement for City of Austin:

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.

City of Austin is committed to