24/7 City Services CSR — Crisis & Resolution

City of Austin; United States; On-site; USD 33,000 - 38,000; Full time

Benefits offered by this job

Low-cost medical

Dental coverage

Vision coverage

Retirement plan

Career development

Public transit access

Wellness program

Job summary

City of Austin’s Austin 3-1-1 call center seeks a Customer Service Representative to handle high-volume inquiries and provide 24/7 support for City services, outages, and related issues.

Responsibilities include resolving issues in one call when possible, logging service requests, and coordinating with internal departments. Bilingual English/Spanish is a plus, and emergency call handling experience is valued.

Qualifications

• Graduation from an accredited high school or equivalent, plus two years of experience in billing, credit counseling, or customer service.
• Experience with call centers and municipal services is preferred.
• Bilingual in English and Spanish is a plus.

Responsibilities

• Receives inquiries from customers, contractors, and city departments via email, fax, or phone.
• Resolves customer issues with one-call resolution when possible.
• Answers questions about services, billing, and equipment.
• Verifies customer accounts using databases and software.
• Researches account information to explain charges and adjustments.
• Logs complaints, creates service requests, and routes to departments.
• Maintains and files all generated service requests.

Skills

Billing procedures

Customer relations

Oral and written communication

Multitasking

Computer usage

Planning and organizing

Conflict handling

Work under interruptions

Communication with public

Education

High school diploma + 2 years experience in billing/customer service

Tools

Motorola PremierOne CSR system

ADMS Call Center Web CC

Job description

City of Austin’s Austin 3-1-1 call center seeks a Customer Service Representative to handle high-volume inquiries and provide 24/7 support for City services, outages, and related issues.

Responsibilities include resolving issues in one call when possible, logging service requests, and coordinating with internal departments. Bilingual English/Spanish is a plus, and emergency call handling experience is valued.