Customer Service Representative Senior

Austin, TX

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Working with Austin Water provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, training opportunities, and more. Please click here for more information on benefits.


Position Overview

This is a lead position within the Customer Service Center (Dispatch), responsible for overseeing staffing resources to process customer requests by phone/email and field crews by radio. This position is also responsible for performing training of staff, quality assurance of employee work, and will act as a liaison with other departments.


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.


Preferred Qualifications:

  • Experience working in a high-volume call center in a senior, lead or supervisory.
  • Direct experience providing customer service for a utility, government organization, or other similarly regulated environment.
  • Experience administering training and new hire orientation.
  • Experience with database entry and report writing.
  • Intermediate skills and abilities using computer programs such as Microsoft Office, GIS, Computerized Maintenance Management Systems, and customer data and tracking systems.
  • Bilingual in English and Spanish.
  • Ability to travel to more than one work location.


Pay Range:

$20.81 – $26.54


Location:

Glen Bell Service Center 3907 S. Industrial Blvd


Hours:

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. Work hours may be subject to change at management’s discretion based on business needs.


This position has been approved for a Criminal Background Investigation.

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