Bilingual Customer Care Specialist – Billing & Support

City of Austin; United States; On-site; USD 49,000 - 57,000; Full time

Benefits offered by this job

Health benefits

Paid leave

Retirement plan

Training opportunities

Job summary

City of Austin's Austin Water division is hiring a Customer Service Representative to handle inquiries by phone, email, or fax, resolve issues, and verify accounts. The role focuses on billing questions, service requests, and maintaining accurate records in databases.

A high school diploma and 2 years in billing or customer service are required; bilingual English/Spanish is preferred. You may work various shifts in a 24/7 call center.

Qualifications

• High school diploma and 2+ years in billing, credit counseling, or customer service.
• Bilingual English and Spanish preferred.
• Experience in a utility or regulated environment a plus.
• Customer service in a high-volume call center is advantageous.
• Experience with CC&B or similar automated billing systems; GIS knowledge is helpful.
• Data entry and researching customer account information required.
• Ability to travel to multiple work locations if needed.

Responsibilities

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

Skills

Customer service

Communication

Multitasking

Problem solving

Data entry

Education

High school diploma

Tools

Billing software CC&B

GIS

Job description

City of Austin's Austin Water division is hiring a Customer Service Representative to handle inquiries by phone, email, or fax, resolve issues, and verify accounts. The role focuses on billing questions, service requests, and maintaining accurate records in databases.

A high school diploma and 2 years in billing or customer service are required; bilingual English/Spanish is preferred. You may work various shifts in a 24/7 call center.