Customer Service Rep - Austin 3-1-1 - Austin Energy

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

About This Position

Austin 3-1-1 is a 24/7 call center. The Customer Service Representative may take 80 to 100 calls day or night. Today these calls are for City of Austin services to address power outages, missed garbage, lost pets, etc. These calls may also include crisis calls such as suicide, domestic violence, sexual assault, and child abuse. The CSR serves as a point of contact with other City departments/divisions and will be responsible for executing several key functions including: receiving, dispositioning, and submitting service-related requests; receiving escalated inquiries from customers and completing research required to resolve; managing communications with citizens, and internal and external departments; reviewing departmental processes, documentation, and improvements; handling Austin Energy outages process during off-business hours; providing 24/7 monitoring for contact center systems; and fulfilling other clerical and administrative duties.

Purpose

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.

Preferred Qualifications

• Professional experience in customer service while working in a call center environment.
• Experience using Motorola PremierOne CSR system and a government/municipal 311 Contact Center.
• Experience utilizing ADMS Call Center system (Web CC) in a government/municipal 311 Contact Center.
• Experience multitasking and effectively making decisions in a fast-paced, high-volume call center.
• Experience independently following procedures and maintaining composure when calls become 9-1-1 emergency calls.
• Experience conducting professional correspondence with internal and external contacts verbally and in writing.
• Bilingual in English and Spanish.

Notes to Candidate

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.

SALARY

Starting salary will be based on overall relevant experience from your application.

ASSESSMENTS

Skills assessment may be used to determine selection for interview process after initial applicant review. Applicants will need to score above 70% on each assessment to move forward into the interview process.

TOP CANDIDATE PROTOCOL

If you are selected as a top candidate:

EDUCATION VERIFICATION

Verification of your education (which may include high school graduation or