Customer Service Representative - Austin Facilities Management

City of Austin; Austin (TX); On-site; USD 33,000 - 38,000; Full time

Job summary

The City of Austin is seeking a Customer Service Representative to handle customer questions, billing inquiries, and related account support at our Austin offices.

Responsibilities include multi-channel inquiries, service requests, and collaboration with departments. A high school diploma and 2 years in billing or customer service are required, with bilingual skills preferred.

Qualifications

• Graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service.

Responsibilities

• Receives inquiries by email, fax, or phone from customers, contractors, and city departments.
• Resolves customer issues with one call resolution.
• Answers inquiries concerning services, products, billing, and equipment.
• Verifies customer accounts and active services using databases and software.
• Researches account information to explain services, charges, and adjustments.
• Logs complaints, creates service requests, and routes to appropriate departments.
• Maintains and files all generated service requests.
• May train others.

Skills

Customer service

Communication

Multitasking

Computer literacy

Planning and organizing

Conflict management

Prioritization

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

About This Position Job Description: 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.
• Research 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.
• 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

Preferred Qualifications: Experience in a front desk reception or in‑person customer support job. Proficiency with Microsoft Office Suite including Word, Excel, and Outlook. Bilingual or multilingual (English & other language(s)).

Compensation Range: The annual hiring range for this position is $24.19-$27.94

Physical Location: 301 W 2nd St Austin, TX 78701

Days and Hours: Monday through Friday; 8:00 a.m. to 5:00 p.m. Hours may vary based on departmental needs and initiatives. Some evening, weekend, and holiday work may be required. This is a non-exempt level position.

Work Location: Austin City Hall, 301 W 2nd St, Austin, TX 78701

Important Application Information – City of Austin

The City of Austin employment application is an official document. Incomplete applications will not be considered. A detailed and complete employment application is required to evaluate your qualifications and determine your salary if you are selected for the position. Application Requirements: List your complete employment history, including job titles, employment dates, number of employees supervised (if applicable), and detailed job duties and responsibilities descriptions. Do not use statements such as “see resume” or “see LinkedIn profile.” Resumes will not substitute for a complete application and will not be used to determine qualifications or salary. A resume and cover letter is required and should describe your interest in the position and highlight relevant experience. All responses to supplemental questions must be supported by information in your application. No changes will be accepted after the job posting closes.

If you are Selected as a Top Candidate: We will verify your employment history, professional references, and education (including high school, undergraduate, and/or graduate degrees). Proof of education from an accredited institution, verification of professional licenses or certifications, and a copy of your DD‑214 (if claiming veteran’s preference) may be requested directly from the issuing institution or accrediting authority. Verification of foreign education credentials through a recognized third‑party evaluation service and confirmation of accreditation status with the issuing institution and its accrediting body. Providing unofficial credentials during the application process is recommended to support meeting minimum qualifications. A formal and official verification process will be required before the offer extension step if you are selected for the offer.

Driving Requirement (if applicable): This position may require a valid Texas Class C Driver’s License or the ability to obtain one by your hire date. External new hires must meet the City’s Driver Record Evaluation (DRE) standards (e.g., no more than 3 moving violations or 6 points in the last 36 months).

Travel: If the position requires travel, you must meet City of Austin's Driver Record Evaluation (DRE) requisite standards, Otherwise, you are responsible for transportation to and from multiple job sites as needed.

Essential/Critical Employee Designation: Some positions are designated as Critical or Essential. Employees in these roles are required to report to work during emergencies or when operations are modified. This may include working from a designated site or an alternative work location.

Work Conditions: Work hours may vary based on operational needs and may include evenings, weekends, holidays, or on‑call assignments. A skills assessment may be required as part of the hiring process.

Veteran Preference: Veteran candidates must provide a copy of their DD‑214 at the interview to receive the veteran’s preference.

Internal Candidates – Good Standing Policy.

Background Check: A criminal background check may be required, depending on the responsibilities of the 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. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles – Empathy, Ethics, Excellence, Engagement, and Equity – that anchor our delivery of services that significantly impact the lives of Austinites. 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. Value and Innovation: Work in an environment where employees are 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 that foster collaboration and inspiration. By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.

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.