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Customer Service Representative Senior

Location:
Position Type:
Rqd Education: High School or Equivalent
Rqd Experience: 2 - 5 years
Date Posted: October 8, 2020
Reference Code: AE502243
Posting Title

Customer Service Representative Senior

Job Requisition Number

AE502243

Position Number

117687

Job Type

Full-Time

Division Name

Customer Account Management

Minimum Qualifications
  • Graduation from an accredited high school or equivalent, plus four (4) years experience in billing, credit counseling, and customer service.


Notes to Applicants

POSITION DESCRIPTION :
Under general supervision, this position will be responsible for researching customer questions, complaints, and billing inquiries.
Duties will include Payment posting, daily deposit preparation and reconciliation, resolving customer conflicts/escalations while ensuring customer satisfaction. Processing customer requests to start, stop and transfer service. Partnering with internal customers (departments) to ensure best in class systems and procedures.

Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more. Please visit the following website to learn more: http://www.austintexas.gov/department/active-employee-benefits

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

ASSESSMENTS :
Candidates selected for interview(s) may be required to complete an assessment(s).

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.

Shift may change according to departmental needs.

Work hours may include after hours, holidays, and weekends.

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

FAIR LABOR STANDARDS ACT :
This position is classified as NON - EXEMPT .

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.

Pay Range

$20.71 - $26.41

Hours

Monday through Friday, 8:00am to 5:00pm
This position is categorized as Essential Personnel. Essential personnel are required to report to work during emergencies or bad weather if they are scheduled to work and in some cases when they are not scheduled.

Work hours may include after hours, holidays, and weekends.

Shift may change according to departmental needs.

Job Close Date

10/26/2020

Type of Posting

External

Department

Austin Energy

Regular/Temporary

Regular

Grant Funded or Pooled Position

Not Applicable

Category

Professional

Location

8716 Research, 2800 Webberville, 1901 W. William Cannon

Preferred Qualifications
  • Two (2) years of experience working in a customer service center environment and knowledge of good customer relations practices.
  • Two (2) years of experience in cash handling in a high volume environment.
  • One (1) year of experience working for a utility.
  • MS Word and Excel skills.
  • Experience with Oracle's CC&B billing system
  • 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.
  • 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- Supervision 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.


    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.