Customer Service Representative

Call center has multiple shifts covering a 24/7 operation. This is an Essential Position, requiring on-call availability and mandatory service in certain situations. All shifts may be required to work overtime, on-call, weekends, nights, holidays, and during bad weather events. Shift assignments will be based on business need at time of hire and are subject to change at management discretion.



Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

1. Receives by email, fax, or phone, inquiries from customers, contractors, and other city departments.
2. Resolves customer issues with one call resolution.
3. Answers customer requests or inquiries concerning services, products, billing, and equipment.
4. Verifies customer account and active services using various databases and software applications.
5. Researches customer account information to explain services, charges, and adjustments.
6. Logs customer complaints, creates service requests, and routes to the appropriate department(s).
7. Maintains and files all generated service requests.

Responsibilities – Supervision and/or Leadership Exercised:

• May train others.

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:

• Bilingual in English and Spanish.
• Experience working in a utility or similarly-regulated environment.
• Customer service experience in a high-volume call center environment.
• Experience using two-way radio to dispatch field crews.
• Experience using geographic information systems (GIS) or other geographic mapping software.
• Experience with automated billing system (e.g. the City of Austin Customer Care and Billing System – CC&B).
• Database or software experience, including data entry and researching customer account information.
• Experience creating, routing, tracking, filing, and maintaining generated service requests.