Customer Service Representative Senior

Job Description:

Customer Service Representative Senior

Description

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.

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:

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.
  
• Researches 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.
  

Preferred Qualifications:

• Experience providing customer service to water and/or wastewater wholesale, large volume, critical (hospitals or dialysis centers), and/or medically vulnerable customers or customers in a similarly regulated industry
  
• Experience interacting with, preparing written materials and correspondence, and presenting to high-profile customers.
  
• Experience reviewing and tracking contracts and/or contract management
  
• Experience maintaining accurate records of client interactions in a customer relationship management (CRM) system
  
• Proficiency using Microsoft Office Suite and other productivity tools
  
• Experience using a utility billing system, such as CC&B
  
• Experience using Geographic Information Systems (GIS)
  
• Prior experience working in a municipal or public utility organization.
  
• Demonstrated ability to draft formal written responses to regulatory or customer inquiries.
  
• Experience supporting water conservation or utility service programs.
  
• Ability to travel to more than one work location
  

Notes to Candidate:

Position Overview:

The Customer Service Representative Senior - Key Accounts is responsible for performing advanced administrative and customer service work to support Austin Water’s wholesale and medically vulnerable customer programs. This role ensures accurate wholesale billing review, manages complex customer inquiries, supports regulatory response, and maintains accurate data in Salesforce and CC&B systems. This position serves as a subject matter resource for the Key Accounts team, ensures customers receive timely and accurate information, and contributes to conservation and regulatory compliance initiatives.

Pay Range:

$26.03 - $31.04 per hour

Position(s) will be filled at the following location:

Permitting and Development Center (PDC) - 6310 Wilhelmina Delco Drive, 78752

Days and Hours:

• Monday - Friday: 8:00 AM - 5:00 PM
  
• This position in considered essential and may require shift work, overtime, call back, holiday, and weekend work as determined by business needs.
  

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.
  
• Resumes will not be accepted.
  

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.
  
• You will receive information and instructions for preparing a short presentation to be given at the time of the interview.
  

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 and proof of your professional licenses or certifications.
  
• 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.
  

Driving Requirement:

• This position requires a valid Texas Class C Driver License or the ability to acquire one by your hire date. External New Hires must meet the City of Austin’s Driver Record Evaluation (DRE) requisite. To be considered for a driving position, applicants cannot have more than three moving violations or a total of six Driver Record Evaluation points within a period of thirty-six (36) months.
  

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.
  

Essential Employee:

This position has been designated as essential for the City of Austin. Essential positions maintain emergency services or provide public health, safety, utility services, and welfare of the community. In the event of a designated emergency, these positions will be called back or retained to assist with operations and recovery.

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 must 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

Applicants are encouraged to apply immediately. Please note that the Department may close the job posting at any time after 7 days.

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

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 (512) 974-3210 or Texas Relay by dialing 7-1-1.

Closing Date/Time: 2025-11-14