Position Information

Posting Title
Customer Service Representative Senior

Job Requisition Number
AE503075

Position Number
117687

Job Type
Full-Time

Division Name
Customer Account Management

Minimum Qualifications

Education and/or Equivalent Experience:

• 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.

Notes to Applicants

Under general supervision, this position will research customer questions, complaints, and billing inquiries. Duties will include Payment posting, daily deposit preparation, and reconciliation, and 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. This position is considered a Lead position and will act as a leadership point of contact on a rotational basis.

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 click Here (add weblink below) http://www.austintexas.gov/department/active-employee-benefits

Work Location:
The person in this position will be required to work at the following Utility Customer Service Centers (branches):

8716 Research Blvd., Austin, 78758
2800 Webberville Rd., Austin, 78702
1901 W. William Cannon, Austin, 78745

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 click HERE for more information.

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.
• Resumes will not be accepted and statements such as "see resume" 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:

• Your skill level in some of the competency areas for this job may be assessed through skills testing.

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.
• If you are identified as a top candidate and are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.
• This position requires a criminal background investigation.

Work Schedule:

• 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 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.

Pay Range

$24.42 - $28.65

Hours

Monday through Friday; 7:45 a.m. to 4:45 p.m.

Job Close Date
03/13/2023

Type of Posting
External

Department
Austin Energy

Regular/Temporary
Regular

Grant Funded or Pooled Position
Not Applicable

Category
Professional

Location
8716 Research Blvd., Austin, TX 78758

Preferred Qualifications

Preferred Experience:

• Experience working in a customer service environment and knowledge of good customer service practices.
• Experience in cash handling in a high-volume environment.
• Experience with a table-based billing system, preferably Oracle's CC&B.
• 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 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.

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.