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.

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:

• Experience with City, County, State, Federal or other public sector/governmental statutes and ordinances.
  
• Demonstrated experience producing and/or presenting audio/visual outreach materials and educational resources for public campaign
  
• Demonstrated experience mediating and/or negotiating fees and infractions with customers.
  
• Demonstrated experience utilizing Motorola Solutions PremierOne Customer Service Request, or similar customer service system
  
• Demonstrated experience developing and implementing improvements to service delivery deficiencies in such areas as collecting outstanding fees and conducting targeted outreach.
  
• Demonstrated experience with false alarm management software such as Cry Wolf.
  
• Speak, read, and write Spanish
  

Notes to Candidate:

Location: 6310 Wilhelmina Delco Dr, Austin, TX 78752
Hours: 8-5 at the PDC with the opportunity to telework partially
Payrate: $26.03- $31.04

Under general supervision, responsible for researching customer questions, complaints, and billing inquiries. Essential duties and functions, may include:

Answers complicated customer inquiries concerning services, products, billing, and equipment 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, service request or phone, frontline and escalated inquiries from customers, contractors, and other city departments requiring research, support preparation and reporting. Verifies account information and history to explain services, charges, and adjustments. Logs customer complaints, creates and updates service requests, routing to the appropriate department. Trains and leads others.

City of Austin Application:
A complete and detailed City of Austin employment application is required to help us better evaluate your qualifications. For each position,
please describe your specific experience as it relates to the minimum and preferred qualifications. Please be thorough in completing the
employment application and list all experience and education that is relevant to this position. Starting salary will be based on overall relevant
experience and education. Application must include job titles, job duties performed, full or part time status. Your work history should include
the duties you performed, any supervisory or lead responsibilities, and any equipment or computer software used.

CBI:
Must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility. Due
to CJIS requirements related to system access, the following will result in being disqualified for this position: Felony Convictions, Felony
Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, an Open Arrest for Any Criminal
Offense (Felony or Misdemeanor), and Family Violence Convictions. Please Click here to find more information.

Secondary Employment:
All Austin Police 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.

• APD must review all secondary employment.
  
• Employees are required to submit a Secondary Employment Application for review and approval upon being hired with APD, as well as current APD employees considering Secondary employment.
  

Benefits:
Working with the Austin Police Department provides a number of health and welfare benefits, such as medical, paid leave time, retirement
plan, training opportunities and more. Please click here to find more information.

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.

Important Note to Applicants:
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: 2026-04-01