Austin Aviation - Temporary, Customer Service Representative (Lost & Found)

City of Austin; United States; On-site; USD 33,000 - 40,000; Full time

Job summary

Under general supervision, this position handles customer questions, complaints, and billing inquiries for the City of Austin's airport customers and aviation stakeholders.

You will receive inquiries by email, fax, or phone, resolve issues with one-call resolution, verify accounts using databases, log service requests, and coordinate with other departments to ensure timely resolutions.

Qualifications

• Graduation from an accredited high school or equivalent and two years of related experience.
• Strong oral and written communication skills.
• Experience with billing procedures or customer service.
• Ability to handle multiple tasks and priorities.
• Ability to work with city employees and the public.

Responsibilities

• Receive inquiries by email, fax, or phone from customers, contractors, and city departments.
• Resolve customer issues with one-call resolution.
• Verify customer account and active services using databases and software applications.
• Research customer account information to explain services, charges, and adjustments.
• Log customer complaints, create service requests, and route to appropriate departments.
• Maintain and file all generated service requests.

Skills

Oral & written communication

multitasking

Computer use

Planning & organizing

Conflict handling

Customer service

Education

High school diploma

Tools

Databases

Customer service software

Job description

About This Position

JOIN THE CITY OF AUSTIN TEAM At the City of Austin, we are more than just an employer—we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. Our guiding principles—Empathy, Ethics, Excellence, Engagement, and Equity—anchor our approach in delivering services that significantly impact the lives of Austin residents. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.

What Makes the City of Austin Special?

• Make a Difference: Join a team driving meaningful change in one of the fastest-growing cities in the nation.


• Diverse and Inclusive Workplace: Work in an environment where every voice is valued, and Innovation thrives.


• Competitive Benefits: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.


• Retirement Security: Plan for the future with the City of Austin Employees' Retirement System.


• Sustainable Transportation Options: Commute easily with access to public transit and bike-friendly infrastructure.


• Focus on Wellness: Stay healthy through wellness programs, on-site fitness centers, and mental health support.


• Career Growth: Advance your skills and expertise with professional development and leadership opportunities.


• Modern Workspaces: Work in innovative and sustainable environments designed to foster collaboration and inspiration.

About Austin-Bergstrom International Airport

Owned by the City of Austin and operated by the Department of Aviation, Austin-Bergstrom International Airport is an economic engine, supplying over 74,000 direct and indirect jobs in the Central Texas region. Now, as we build the airport’s largest improvement program in its history, we are redefining the travel experience in one of the fastest-growing cities in the United States. This is an exciting opportunity to join the team behind Journey With AUS, the airport’s expansion and development program, where bold ideas, cutting-edge infrastructure, and a shared commitment to excellence are taking flight.

Job Description

Under general supervision, this position is responsible for handling customer questions, complaints, and billing inquiries.

Duties, Functions and Responsibilities

• Receives by email, fax, or phone, inquiries from customers, contractors, and other city departments.


• Resolves customer issues with one call resolution.


• Answers customer requests or inquiries concerning services, products, billing, and equipment.


• Verifies customer account and active services using various databases and software applications.


• Researches customer account information to explain services, charges, and adjustments.


• Logs customer complaints, creates service requests, and routes to the appropriate department(s).


• Maintains and files all generated service requests.

Responsibilities - Supervisor and/or Leadership Exercised

May 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 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.

Notes to Candidate

Under general supervision, this position provides professional and timely customer service to passengers, airport visitors, aviation stakeholders, and members of the public regarding Lost & Found services. The position receives, researches, documents, and resolves inquiries involving lost or recovered property while maintaining accurate records and following established airport procedures.

Essential Duties, Functions, and Responsibilities

• Provides Customer Service-Responds to telephone, email, and other inquiries from passengers, airport customers, aviation stakeholders, and the public regarding Lost & Found services and general requests.


• Receives, researches, and responds to reports of lost, misplaced, or recovered property; provides accurate information and strives to achieve first-contact resolution whenever possible.


• Accurately logs customer interactions, service requests, property information, case activity, and outcomes in designated systems; maintains organized electronic and physical records.


• Coordinates and Communicates with Stakeholders: Works with airport departments, airlines, contractors, law enforcement, and other aviation stakeholders to research property, obtain information, resolve cases.

Work Hours

Shift may change according to departmental needs; work hours may include after hours, holidays, and weekend work.

Salary

$23.76 - $28.69/ hr.

Travel

This position requires traveling to multiple sites as part of the regular job duties. A driving record verification will be conducted. If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

Shift Incentive

Shift work includes shift differential incentive for evening and night shifts and weekends.

Essential Personnel

This position is categorized as essential personnel. Essential personnel are required to come to work during emergencies or bad weather at the airport if they are scheduled to work and in some cases when they are not scheduled.

Veteran

Veteran candidates will be required to provide a copy of their DD214 at the time of interview.

Criminal History Records Check

The top candidate will be subject to a minimum 10 year criminal background check and security threat assessment.

Language

Must have the ability to read, write, and fluently speak in English.

Overtime

Overtime may be required with or without notice.

Benefits

Working with Aviation provides a number of health and welfare benefits see City of Austin Promotional Benefits Overview and click HERE to learn more.

EEO Statement for City of Austin

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. 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 [phone] or Texas Relay by dialing 7-1-1.