Customer Service Representative Senior (Reserved for City of Austin Employees)

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

The Housing Department presents an exciting opportunity for a Senior Customer Service Representative role within the Administrative Services Front Desk Team. The ideal candidate for this role should possess a robust proficiency in adapting to a fast-paced customer centered environment, high-volume call setting, ability to demonstrate dynamic customer service skills, and exhibit the capacity to resolve customer related issues when the Administrative Manager is unavailable independently or collaboratively.

Candidates selected for interview will be undergo an assessment to establish basic skills for Microsoft Word.

Although a resume is required, the information from the resume will not be considered a substitution for a fully completed Application. Only complete applications with employer information, position duties, and dates of employment will be considered.
Pay Range
$25.74 - $30.50

Hours
Monday to Friday
8:00 a.m. to 5:00 p.m.
This position is not eligible for remote work.
Job Close Date 02/20/2025 Type of Posting Reserved for City Employees Department Housing Department Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Clerical Location Street Jones Facility - 1000 E. 11th Street Preferred Qualifications
Preferred Experience:

• Experience in a fast-paced, high-volume call environment.
• Experience in delivering exceptional customer service
• Ability to resolve escalated customer complaints successfully.
• Experience coordinating and collaborating with various organizational departments or units.
• Experience in utilizing language access resources.
• Ability to instruct and train others.

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 does not require 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.

Information For City Employees: If you are an employee within the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* The minimum qualifications for the Customer Service Representative Senior position are: Graduation from an accredited high school or equivalent, plus four (4) years experience in billing, credit counseling, and customer service. Do you meet these minimum qualifications?

• Yes
• No

* Are you currently an employee of the City of Austin?

• Yes
• No

* This position will be required to be in office 5 days a week. Do you understand this statement?

• Yes
• No

* How much experience do you have as a front desk receptionist?

• 0-2 years
• 2-4 years
• 4-6 years
• 6-8 years
• 8+ years

* Which of the following best describes your proficiency with Microsoft Office Suite, specifically with Word, Excel, and Outlook?

• No experience
• Basic: create/edit simple documents, spreadsheets, & emails
• Intermediate: create/edit a variety of documents & spreadsheets; reformat document features such as color, font style and size of text, change page size/width, & filter/sort data fields
• Advanced: create/edit complex documents & spreadsheets; integrate features such as tables, charts, mathematic formulas, hyperlinks, graphics; data/mail merge, import data from one document to another

* This position is in a high traffic, dynamic working environment. It requires the ability to multitask, prioritize, manage multiple tasks and assignments, and work with frequent interruptions while providing excellent customer service. Are you able to work productively in this type of work environment?

• Yes
• No

* Describe your experience in resolving customer escalations. In your response please be specific where you obtained this experience.
(Open Ended Question)


Optional & Required Documents

Required Documents Cover Letter Resume Optional Documents

• 

• City of Austin

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