Customer Service Representative - Residential

Job Description:

Customer Service Representative - Residential

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.

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.

Job Description:

Customer Service Representative

Purpose:

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.
  

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.
  

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:

• Experience working in an inbound call center and familiar 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's, CC&B or any other billing system.
  
• Ability to maintain regular and predictable work schedule of 12 pm to 9 pm.
  
• Bilingual in English and Spanish
  

Notes to Candidate:

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.
  
• Résumés will not be accepted and statements such as “see résumé” 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:

$23.76 - $27.32

Location: 4815 Mueller Blvd, Austin, Texas, 78723

Work Schedule:

Monday - Friday 12:00pm - 9:00 pm, Rotating Saturdays

• 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.
  
• 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.
  

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.

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: 2026-03-08