Customer Service Representative Senior - Austin 311

City of Austin

14d•$26 - $31

About The Position

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. Serve as Austin 311 point of contact with other departments/divisions. Provide assistance to customer service representatives with difficult calls. Respond to complex customer requests, receive and process corrections to service requests. Receive escalated inquiries from customers and complete research required to resolve customer issues. Handle the Austin Energy outages process during off business hours. Provides 24/7 monitoring for systems utilized in the contact center. Provides leadership, work assignments, evaluation, training, and guidance to others in call center. This position will lead and train others working in the 311 Call Center, reporting to System Operations under 311. 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. 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.

Requirements

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

Nice To Haves

Professional experience in a customer service environment.
Experience using client relations management software such as Motorola PremierOne
Experience tracking and monitoring service requests for customers
Experience working in a Government/Municipal 311 contact Center.
Ability to multi-task and make effective decisions in a fast-paced, high-volume call center environment
Ability to maintain composure and independently follow procedures should a call become a 9-1-1 emergency call.
Experience conducting written correspondence with external and internal contacts
Leadership experience in a team environment
Experience with handling customer escalations on a daily basis
Experience providing coaching and or mentoring to ensure high quality customer service
Experience handling and troubleshooting technical issues

Responsibilities

Serve as Austin 311 point of contact with other departments/divisions.
Provide assistance to customer service representatives with difficult calls.
Respond to complex customer requests, receive and process corrections to service requests.
Receive escalated inquiries from customers and complete research required to resolve customer issues.
Handle the Austin Energy outages process during off business hours.
Provides 24/7 monitoring for systems utilized in the contact center.
Provides leadership, work assignments, evaluation, training, and guidance to others in call center.
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.