Address
Form of work
SalaryPosition Information
Posting Title
Customer Service Representative Senior (Utility Contact Center)
Job Requisition Number
AE503610
Position Number
109238
Job Type
Full-Time
Division Name
Customer Care
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.
Notes to Applicants
This position supports the Residential Utility Contact Center (UCC) Team. The UCC is the primary point of contact for the City of Austin’s residential customers for move requests, billing inquiries, payment arrangements, customer disputes for services, fees, and rates. We are also Austin Energy’s contact for outage and emergency response for all citizens. Our Residential group has 14 teams that handle the 1.6 million annual interactions for commodities such as Water, Electric, Drainage, Transportation, and Austin Resource Recovery. This role is responsible for providing daily support to these Residential teams, in addition to supporting our Business Partners across the utility and other City of Austin departments.
RELATEDWORKEXPERIENCE:
This position requires a max of 1-hour commutable distance. This position has the opportunity for remote work.
Customer service experience is defined as interactions with internal and external customers/consumers in face-to-face and voice platforms to aid and resolution with products or services.
Billing and credit counseling is defined as experience with explaining billing and credit questions to customers as it relates to utility service.
Utility service is defined as electric and water utilities.
RELATEDWORKEXPERIENCE:
This position requires a max of 1-hour commutable distance. This position has the opportunity for remote work.
Customer service experience is defined as interactions with internal and external customers/consumers in face-to-face and voice platforms to aid and resolution with products or services.
Billing and credit counseling is defined as experience with explaining billing and credit questions to customers as it relates to utility service.
Utility service is defined as electric and water utilities.
Benefits:
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.
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 that you wish to be considered as part of your qualifications.
- 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.
- 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.
Work Schedule:
- Work hours may include after hours, holidays, and weekends.
- Shifts may change according to departmental needs.
- Employee may be required to work additional hours outside of regular work schedule.
Pay Range
$25.40 – $30.10
Hours
Monday through Friday 12:00 PM – 9:00 PM. Rotational Saturdays 9:00 AM – 1:00 PM required.
Job Close Date
03/29/2024
Type of Posting
External
Department
Austin Energy
Regular/Temporary
Regular
Grant Funded or Pooled Position
Not Applicable
Category
Professional
Location
AE Headquarters
Preferred Qualifications
Preferred Experience:
- Experience with utility residential and commercial processes.
- Experience handling on demand customer escalations daily, in a leadership capacity.
- Strong communication/Customer Service skills, both oral and written.
- Leadership experience.
- Time management/multi-tasking skills.
- Experience researching and analyzing information.
- CC&B experience including processing To Dos, and correcting service requests.
- Experience working in an inbound call center and familiarity with Genesys phone, email, and dispositions.
- Ability to work a 12-9 PM shift with rotational Saturdays.
- Bilingual in English and Spanish.
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- Supervision 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.
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.
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.
