24/7 City Services CSR: Resolve, Assist & Coordinate

AustinTexas; United States; On-site; USD 22,000 - 30,000; Full time

Job summary

Austin Energy's 24/7 call center is hiring a Customer Service Representative to handle City of Austin service inquiries, billing questions, and outages in a fast-paced environment. You will receive inquiries by phone, email, or fax, resolve issues, verify accounts, and route requests to the right departments.

Bilingual English/Spanish is a plus; prior call center experience preferred. Responsibilities include maintaining records, supporting crisis-related calls when needed, and assisting with

Qualifications

• High school diploma or equivalent and at least two years of customer service experience.
• Experience in a call center environment preferred.
• Bilingual English and Spanish is a plus.

Responsibilities

• Receives by email, fax, or phone inquiries from customers and departments.
• Resolves customer issues with one call resolution.
• Explains services, charges, and adjustments to customers.
• Verifies customer accounts and active services using databases and software.
• Logs and routes service requests to the appropriate department.
• Maintains and files all generated service requests.
• Assists with training and process improvements as needed.

Skills

Customer service

Oral & written communication

Multitasking

Computer literacy

Organizational skills

Conflict resolution

Education

High school diploma or equivalent

Tools

Motorola PremierOne CSR

Web CC

ADMS Call Center

Job description

Austin Energy's 24/7 call center is hiring a Customer Service Representative to handle City of Austin service inquiries, billing questions, and outages in a fast-paced environment. You will receive inquiries by phone, email, or fax, resolve issues, verify accounts, and route requests to the right departments.

Bilingual English/Spanish is a plus; prior call center experience preferred. Responsibilities include maintaining records, supporting crisis-related calls when needed, and assisting with