Customer Service Representative Senior - Austin Water

About This Position ABOUT AUSTIN WATER: For over 100 years, Austin Water has been committed to providing safe, reliable, high-quality, and affordable water services to our customers. Today, we serve over 1,000,000 people in the Austin metropolitan area, across more than 548 square miles. As one of the fastest-growing cities in the country, we’re not just keeping up—we’re leading the way with sustainable infrastructure, advanced treatment technology, and environmental innovation. Austin Water consistently ranks among the best in the country when it comes to water quality. We also treat, return, and recycle wastewater in ways that protect environmental resources. Austin Water exceeds federal and state requirements for clean water and environmental compliance at our water and wastewater treatment plants. Job Description: Customer Service Representative Senior Purpose: Under general supervision, responsible for researching 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. Answers complicated customer requests or inquiries concerning services, products, billing, and equipment. Resolves customer issues with one call resolution. Prepares cases for support services and other city departments. Processes corrections to customer accounts. Extracts data from city databases and create reports. Coordinates mailings to customers. Maintains and files all generated service requests. Receives by email, fax, or phone, frontline and escalated inquiries from customers, contractors, and other city departments requiring research, support preparation and reporting. Verifies customer accounts and active services using various databases and software applications. Research customer account information and history to explain services, charges, and adjustments. Logs customer complaints, creates and updates service requests, and routes to the appropriate department(s) and/or personnel. Responsibilities - Supervisor and/or Leadership Exercised: May lead and 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 basic accounting and billing procedures. Knowledge of city practice, policy and procedures. Knowledge of good customer relations practices. Knowledge of credit collection 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. Ability to handle conflict and uncertain situations. Ability to work with frequent interruptions and changes in priorities. Ability to train others. 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 four (4) years' experience in billing, credit counseling, and customer service. Licenses and Certifications Required: None. Preferred Qualifications: Leadership experience in a high-volume call center, serving in a senior, lead, or supervisory capacity with responsibility for coaching and mentoring staff Ability to deliver exceptional customer service within a utility, government agency, or other similarly regulated environment Demonstrated experience designing and delivering staff training, including new hire orientation, and ensuring ongoing employee development Strong skills in writing, implementing, and updating Standard Operating Procedures (SOPs) to support consistency and quality Proficiency with Microsoft Office, GIS, Computerized Maintenance Management Systems, customer data and tracking systems Bilingual in English and Spanish Ability to travel to more than one work location Notes to Candidate: Position Overview: The Customer Service Representative Senior will be a leader within the Customer Service Center. In this lead role, you will oversee a team of Customer Service Representatives, managing resources to handle customer requests by phone, email, and radio dispatch to field crews. You will be responsible for training staff on new processes, ensuring quality assurance of employee work, conducting performance evaluations, and serving as a liaison with other departments. This position is ideal for someone with strong leadership skills who enjoys guiding and developing others to achieve success. Pay Range: $26.03 - $31.04 per hour Position will be filled at the following location: Glen Bell Service Center - 3907 S. Industrial Dr., 78744 Days and Hours: Call Center has multiple shifts covering a 24/7 operation, requiring on-call availability and mandatory service in certain situations. All shifts will 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. 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 – click HERE for more information. When completing the City of Austin employment application: 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. Provide each job title and accurate employment dates for all jobs included on the application. Your work history should include the duties you performed, any supervisory or lead responsibilities, and any equipment and computer software used. The City of Austin employment application is an official document; incomplete applications will not be considered. A résumé is required but will not substitute for a complete employment application. Incomplete applications will not be considered. A cover letter is also required. In the cover letter candidates should describe, in concise detail, their interest in this position and highlight any prior experience that is relevant to this position. If you are selected to interview: Your skills and competencies for this job will be assessed prior to being invited to interview. A 70% or above on all the assessments is required to be considered for the next step. 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 in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date. A criminal background investigation is required. Travel: If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations. Critical Employee: This position has been designated as critical for the City of Austin. Critical positions are necessary and vital and support activities that impact City or department operations. Work can be done while at a designated work site or while working at an alternate work location. Critical employees may be reassigned to another area to provide essential services to support any extraordinary situations or emergency conditions. 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. Austin Water will review all secondary employment. Employees are required to submit a Secondary Employment Application for review and approval upon being hired with Austin Water, as well as current Austin Water employees considering secondary employment. 90-day Provision: This posting may be used to fill additional vacancies that occur within the department. All 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 lots, garages or in any personal vehicle located on the premises. Applicants are encouraged to apply immediately. Please note that the Department may close the job posting at any time after 7 days. 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. . JOIN THE CITY OF AUSTIN TEAM At the City of Austin, we are more than just an employer—we 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. . 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 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 View phone number on click.appcast.io or Texas Relay by dialing 7-1-1. JOIN THE CITY OF AUSTIN TEAM At the City of Austin, we are more than just an employer—we 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 – anchors in delivering 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. City of Austin Employment Video