Customer Service Representative, Austin Public Health

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. Our guiding principles-Empathy, Ethics, Excellence, Engagement, and Equity - anchor our approach in delivering services that significantly impact the lives of Austin residents. 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.
  
• Diverse and Inclusive Workplace: Work in an environment where every voice is 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 designed to 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.

This position assists the public by researching inquiries, answering questions, addressing complaints, and educating on Environmental Health permitting policies and procedures. The role requires strong office skills, the ability to prioritize tasks, and meeting department objectives, special projects, and deadlines.

Responsibilities include safeguarding public information, collaborating across departments, and supporting both internal and external clients. The position also involves using specialized software and databases to update customer records, maintain accurate documentation, and support audits and hearing cases.

Job Description:

Purpose:

Under general supervision, this position is responsible for handling 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.

• 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.
  

Minimum Qualifications:

Graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service.

Licenses and Certifications Required:

None.

Preferred Qualifications:

• Must have strong communication skills, both written and verbally.
  
• Fluent in both English/Spanish.
  
• Ability to perform repetitive tasks with a high degree of accuracy.
  
• Ability to work independently, prioritize tasks, and meet deadlines.
  
• Must have strong administration and organizational skills.
  
• Ability to resolve complex issues and effectively de-escalate conflicts.
  
• Must have A strong dedication to providing excellent, equitable, and empathetic customer service to a diverse public.
  

Notes to Candidate:

Location: 1520 Rutherford LN, BLDG 1, STE 205, Austin, TX 78754

Salary $23.44 - $26.83 commensurate with experience.

Days and Hours: Monday - Friday, 7:45 a.m. to 4:45 p.m.

Public Health Emergency Response:
When public health responds to an emergency you may be assigned activities that are outside your regular job description. This may involve responding at any time, including nights and weekends with possible deployment to locations other than the Austin Public Health.

Position Summary:
Austin Public Health is currently seeking a highly motivated Customer Service Representative to join our dynamic team. In this role, you will provide essential support to our internal Environmental Health Officers and customer service unit. The ideal candidate will possess a basic knowledge of key responsibilities including:

• Application Intake: You will be responsible for efficiently processing application intake from various channels, including walk-in, mail-in, and online customers. This will involve verifying and gathering the necessary information to complete application intake and updates for all EHSD Programs. Additionally, you will handle document scanning and electronic record management, ensuring accurate and complete records are maintained. Issuing invoices to customers will also be part of your duties.
  
• Customer Service: As a representative of Austin Public Health, you will provide exceptional customer service to both internal and external customers. This includes promptly addressing customer concerns, complaints, and requests, both in person and over the phone. You will guide customers to the appropriate individuals or departments, ensuring their needs are effectively met.
  
• Records Management: In this role, you will be responsible for processing, sorting, and filing applications and reports associated with all EHSD Programs. Adhering to established policies, you will maintain and periodically purge records, ensuring the integrity and confidentiality of sensitive information.
  
• General Administrative Support: You will provide vital administrative support by creating files, preparing monthly reports, and maintaining accurate records as required. Additionally, you will track and report weekly/monthly productivity on various support activities to your supervisor. Efficient data entry using timekeeping software for personnel time tracking will also be part of your responsibilities.
  

By joining our team as a Customer Service Representative, you will play a crucial role in supporting the Environmental Health Officers and ensuring the smooth operation of our customer service unit. Your attention to detail, strong communication skills, and commitment to delivering exceptional service will contribute to the success of our organization.

APH Information:

• This position supports Austin Public Health’s Mission and Core Purpose identified in the Austin Public Health Strategic Plan .
  
• Departmental Competencies related to the position can be found on Austin Public Health’s website .
  

If you are selected to Interview:

• This position will have in-person interview(s).
  
• This position will require a pre-employment Criminal Background Investigation ( CBI ).
  
• If you are identified as a top candidate, verification of your education, including High School graduation or GED , undergraduate, and graduate degrees, will be required.
  

Immunization Requirement:

• Due to high-risk areas, Austin Public Health employees must comply with the department’s immunization policy.
  

Regarding your Application:

• A detailed, complete City of Austin employment application is required to evaluate your qualifications. Please be thorough in completing the employment application and list all experience that is relevant to this position. The application and resume must include dates (month and year) for each job history entry. In addition, the resume information must match the information on the application.
  
• Please describe your specific experience as it relates to the minimum and preferred qualifications when responding to the supplemental questions on the application.
  
• Work experience listed must include month, year, and a verifiable Supervisor or Human Resources phone number. Incomplete applications will not be considered.
  
• Each individual who submits an Application as provided in the Municipal Civil Service Rules and meets the Minimum Qualifications for a Competitive Position shall be considered a Candidate for that Position. Employees, in Good Standing, who are candidates within the Department or division that the Position resides in and who meet the Minimum and Preferred Qualifications (if any) of the Position will be included in the initial interview.
  
• 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.
  

Salary and Benefits:

• Salary is commensurate with experience and qualifications. This position comes with a comprehensive benefits package consisting of medical and dental coverage, paid sick, vacation, and personal time, and a retirement plan.
  

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.

Electronic Notification to Applications:

• Applicants will be notified via e-mail to communicate important information related to the status of their application as part of an ongoing effort to increase operational efficiency, promote a green environment and minimize delays and costs.
  
• Please ensure that the email address and contact information you provide are current, secure, and readily accessible to you. We will not be responsible in any way if you do not receive our e-mails or fail to check your inbox in a timely manner
  
• Applicants are encouraged to apply immediately. Please note that the Department may close the job posting at any time after 7 days.
  
• When public health responds to an emergency you may be assigned activities that are outside your regular job description. This may involve responding at any time, including nights and weekends with possible deployment to locations other than the Austin Public Health.
  
• This position is eligible for Public Service Loan Forgiveness ( PSF ) Program. This program is a federal program that is intended to encourage individuals to work in public service by forgiving the balance of their federal student loans.
  

Important Note to Applicants:
Please be aware that the Job Posting Close Date reflects the final day to apply, but the posting will close at 11:59 PM the day before the date listed. All application steps, including attachments and submission, must be fully completed before that time.

We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed, it will no longer be viewable in the system.

EEO Statement for City of Austin:

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.

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.

• 

• City of Austin

Show more