Customer Service Representative (Automotive Customer Service Representative)

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.

Licenses or Certifications:

• None.

Notes to Applicants
Applicants are expected to follow all directions as listed in this job posting.

This position primarily supports Fleet Mobility Services (Operations) and works closely with Fleet’s Service Consultants. The Customer Service program strives to resolve customer issues with timely resolution; researching customer information regarding services using various databases and software applications to explain charges, scheduling and jobs performed during those services; is responsible for other duties, as assigned

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.
• The Employment Record should be complete with job titles, employment dates, and specific job duties, functions, and responsibilities for each position held.
• Do not leave the “Duties and Responsibilities” sections blank. These will be considered incomplete applications.
• For each position, please describe your specific experience as it relates to the minimum and preferred qualifications.
• If you are selected as the top candidate, starting salary will be based on overall relevant experience from your application.
• When completing Supplemental Questions, please note your answers to the supplemental questions must be supported by the information contained in your application.
• Once the job posting has closed, applications cannot be changed; you will not be given the opportunity to provide additional work experience once you complete and submit your job application.

Additional Information:

• Verification of your education (which may include high school graduation or GED , undergraduate and/or graduate degrees) is required. You must provide proof of education from an accredited organization or institution. You must also provide proof of your professional licenses or certifications.
• If you are in the military or are a military veteran, you will need to provide a copy of the Member 4 page of your DD-214 prior to confirming a start date.
• More than one round of interviews may be required.
• Applicants are encouraged to apply as soon as possible. The department reserves the right to close the posting after 7 calendar days.
• Cover letters and resumes are not being accepted for this position.

Skills Assessment:
A skills assessment(s) may be required as part of the recruitment process.

90 Day Provision for Additional Vacancy:
When the same or an additional vacancy occurs within a department in the same job title within 90 days after the start date of the top candidate, the hiring department may offer the additional position to another top candidate from the same candidate pool, or, advertise for the new position.

Travel:
If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program , you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

To view the City of Austin Recruitment Video, please click here!

To view Fleet Mobility Services Recruiting Information, please click here!

Working with the City of Austin provides a number of benefits including medical, paid leave time, a great retirement plan, training opportunities and more! Click HERE for more information.

Pay Range
$23.44 - $26.83
Hours
Monday - Friday
7:00 a.m. to 3:30 p.m.

Work location and hours may change to support operational needs.
Job Close Date 05/30/2025 Type of Posting External Department Fleet Mobility Services Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location Austin, Texas Preferred Qualifications
Preferred Experience:

• Demonstrated customer service and administrative support experience in an automotive environment
• Demonstrated experience in providing exceptional customer service, resolving complex customer issues and strong problem-solving skills
• Experience working efficiently and effectively in a fast paced environment
• Communicate effectively, clearly, and concisely with internal and external customers in a professional manner
• Experience working both independently and collaboratively within a team
• Proficiency in Microsoft Office Suite to include Word, Excel, and Outlook
• Ability to travel to multiple work locations

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 - Supervisor 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
The 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 (*).
* This position requires graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service. Do you meet these requirements?

• Yes
• No

* This position requires a criminal background investigation (CBI). By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.

• I acknowledge and understand this position requires a Criminal Background Investigation.

* How many years of experience do you have in the automotive industry or a related field?

• None
• Less than 1 year
• 1-3 years
• 4-6 years
• 7+ years

* Briefly describe your customer service experience.
(Open Ended Question)
* 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, mathematical formulas, hyperlinks, graphics; data/mail merge, import data from one document to another

* Do you have the ability to travel to multiple sites as part of the regular job duties?

• Yes
• No

* My job application is detailed and complete, and I understand that if I am selected as the top candidate for this particular job, my salary will be determined based on the experience submitted on my job application.

• Yes
• No

Optional & Required Documents

Required Documents Optional Documents

• 

• City of Austin

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