Customer Service Representative Senior - Austin 311

Job Description:

Customer Service Representative Senior - Austin 311

Description

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.
  

Responsibilities - Supervisor 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.
  

Minimum Qualifications:

• 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

Preferred Qualifications:

• 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
  

Notes to Candidate:

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.

Pay Range: Entry: $26.03 - $31.04 per hour

Employment Application:

• The City of Austin employment application is an official document; incomplete applications will not be considered.
  
• 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.
  
• Responses to the Supplemental Questions inquiring about experience should be reflected on application.
  
• Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
  
• Résumés will not be accepted and statements such as “see résumé” 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.
  

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.
  

Good Standing Employees

Employees, in Good Standing, who are candidates within the department/division that the position resides in and who meet the minimum and all of the preferred qualifications (if any) of the position will be included in the initial interview. Department/division employee must remain in Good Standing through the Top Candidate Selection phase at which time the Good Standing status will be re-verified.

Hours

Must be able to work any combination of shifts starting between 6:00 a.m. to 10:00 p.m. Sunday-Saturday. Austin 311 is 24×7, weekends and evenings will be required; this position is considered essential and will require working outside of regular schedule and core business hours.

• 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 to maintain the safe delivery of electric service for the City of Austin.
  
• Will require possible nights/weekends/holidays during outage response/incident command.
  
• Shifts may change according to departmental needs.
  
• Employee may be required to work additional hours outside of regular work schedule.
  

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.

Closing Date/Time: 2026-03-18