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Customer Service Representative

Location:
Position Type:
Rqd Education: High School or Equivalent
Rqd Experience: 2 - 5 years
Date Posted: October 13, 2020
Reference Code: AE502248
Posting Title

Customer Service Representative

Job Requisition Number

AE502248

Position Number

110421

Job Type

Full-Time

Division Name

Customer Care

Minimum Qualifications

Education and/or Equivalent Experience:
  • Graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service.

    Notes to Applicants

    APPLICATION :
    The City of Austin employment application is an official document; incomplete applications will not be considered. Please be sure that your application is a reflection of your entire work history. A detailed and complete employment application is required to help us better evaluate your qualifications and will be used to determine salary if you are selected for this position. Describe your specific experience for each position. Include all job duties, responsibilities, and employment dates. Any gaps in employment must have an explanation and dates of unemployment. Please be sure that your application is a reflection of your entire work history.

    Resumes will not be accepted. Statements such as "see resume" will not be accepted. You may use "N/A" for fields that are not applicable. Starting salary will be based on overall relevant experience from your employment application. Supplemental information or changes to your application will not be accepted after the job posting closes.

    The responses to the supplemental questions should reference the employment history listed in the employment history section. Once the requisition has closed, the application cannot be changed to update work history, supplemental questions, or any other information.

    We reserve the right to verify high school and college education for the top candidate(s).

    If you have any questions regarding your City of Austin employment application, please use the official website of the City of Austin as reference. www.austintexas.gov

    VETERAN INTERVIEW PREFERENCE :
    Military/Veterans must provide a copy of their DD214 verifying honorable discharge.

    WORK HOURS :
    This position is categorized as Essential Personnel. Essential personnel are required to work during emergencies or bad weather if they are scheduled to work and in some cases when they are not scheduled. All Essential employees ensure the continuance of key operations in order to maintain the delivery of electric service safely for the City of Austin.

    This is a set shift position. The 12pm - 9pm schedule with rotational weekends is not negotiable.

    CRIMINAL HISTORY BACKGROUND CHECK :
    The top candidate will be subject to a minimum 10 year criminal history background check.

    RELATED WORK EXPERIENCE :
    • For this posting Customer Service Experience is defined as interactions with both internal and external customers/consumers in platforms such as face to face and voice in order to provide assistance with products or services.
    • For this posting billing and credit counseling is defined as experience with explaining billing and credit questions to customers as it relates to a utility service.
    • For this posting Utility Service is defined as electric or water utilities.

    There is a pass/fail assessment during training that will determine continued employment.

    Virtual Interview will be held via Cisco WebEx

    Pay Range

    $18.25 - $22.81

    Hours

    Monday - Friday 12:00 pm to 9:00 pm.
    Rotating Saturdays 9:00 am to 1:00 pm. Additional hours per business need.

    Job Close Date

    10/20/2020

    Type of Posting

    External

    Department

    Austin Energy

    Regular/Temporary

    Regular

    Grant Funded or Pooled Position

    Not Applicable

    Category

    Administrative Support

    Location

    721 Barton Springs and 5202 E. Ben White Blvd

    Preferred Qualifications
    • 6 months of experience working in Austin Energy's Residential Utility Contact Center.
    • 6 months Experience working in an inbound call center and familiar with call center technology and functions (i.e. Avaya and other telephony systems).
    • Experience with utility residential processes such as starts, stops, transfers and service requests. (See notes to applicants).
    • Experience with Oracle's, CC&B or any other billing system.
    • Experience multi-tasking while assisting utility customers with services.
    • Ability to work from both 721 Barton Springs Rd. and/or 5202 E. Ben White Blvd.
    • Ability to maintain regular and predictable work schedule of 12 pm to 9 pm.
    • Ability to work additional hours including participating in rotational schedule and shift bids.
    • Bilingual in English and Spanish


    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- Supervision 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.


    Criminal Background Investigation

    This position has been approved for a Criminal Background Investigation.

    EEO/ADA

    City of Austin is committed to compliance with the American 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 TTY (512) 974-2445.