Customer Service Representative (Fair Chance Hiring Event)

Austin, Texas; Austin, Northern (TX, KY); Hybrid; USD 33,000 - 38,000; Full time

Job summary

Austin Water is hiring a Customer Service Representative for the Glen Bell Service Center in Austin, TX. The role supports 24/7 call center operations, handling inquiries, billing questions, and service requests with a focus on accurate information and courteous service.

Candidates should have a high school diploma and strong communication skills; bilingual English/Spanish is preferred. Training, benefits, and a dynamic team environment are offered at this critical city service center.

Qualifications

• Bilingual in English and Spanish strongly preferred.
• Experience in billing, customer service, or call centers.
• Ability to handle multiple tasks with strong communication skills.

Responsibilities

• Handle customer questions, complaints, and billing inquiries by phone, email, or fax.
• Resolve issues with one-call resolution when possible.
• Verify accounts and services, explain charges, and log service requests.

Skills

Bilingual English/Spanish

Customer service

Oral and written communication

Multi-tasking

Education

High school diploma

Tools

CC&B (City of Austin billing system)

Job description

## Customer Service Representative (Fair Chance Hiring Event)Apply: Glen Bell Service Center: Full time: Posted Today: End Date: October 2, 2026 (8 days left to apply): JR105264**About This Position** ABOUT AUSTIN WATER: For over 100 years, Austin Water has been committed to providing safe, reliable, high-quality, and affordable water services to our customers. Today, we serve over 1,000,000 people in the Austin metropolitan area, across more than 548 square miles. As one of the fastest-growing cities in the country, we’re not just keeping up—we’re leading the way with sustainable infrastructure, advanced treatment technology, and environmental innovation. Austin Water consistently ranks among the best in the country when it comes to water quality. We also treat, return, and recycle wastewater in ways that protect environmental resources. Austin Water exceeds federal and state requirements for clean water and environmental compliance at our water and wastewater treatment plants.## **Job Description:**# Purpose:Under general supervision, this position is responsible for handling customer questions, complaints, and billing inquiries.## Duties, Functions and Responsibilities:* Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.* 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:*** Bilingual in English and Spanish.* Experience working in a utility or similarly-regulated environment.* Customer service experience in a high-volume call center environment.* Experience using two-way radio to dispatch field crews.* Experience using geographic information systems (GIS) or other geographic mapping software.* Experience with automated billing system (e.g. the City of Austin Customer Care and Billing System – CC&B).* Database or software experience, including data entry and researching customer account information.* Experience creating, routing, tracking, filing, and maintaining generated service requests.* Ability to travel to more than one work location.## **Notes to Candidate:****Position Overview:** This position is responsible for radio, telephone and dispatching communications to customers and field service crews, initiating service requests and work orders, ensuring that calls are received, reviewed, documented, and referred to appropriate parties for resolution, providing assistance to field service crews via 2-way radio, and conducting notifications for water outages, main breaks, and street cuts. **Pay Range:** $23.76 - $27.32 **Position(s) will be filled at the following location:** Glen Bell Service Center 3907 S Industrial Dr, Austin, TX 78744**Days and Hours:**Call center has multiple shifts covering a 24/7 operation, requiring on-call availability and mandatory service in certain situations. All shifts may be required to work overtime, on-call, weekends, nights, holidays, and during bad weather events. Shift assignments will be based on business need at time of hire and are subject to change at management discretion. **Benefits:**Working with Austin Water provides a number of health and welfare benefits, such as medical, paid leave time, a great retirement plan, training opportunities and more – click **HERE** for more information. **When completing the City of Austin employment application:*** A detailed, complete employment application is required. It helps us to better evaluate your qualifications and will be used to determine salary if you are selected for this position.* Provide each job title and accurate employment dates for all jobs included on the application.* Your work history should include the duties you performed, any supervisory or lead responsibilities, and any equipment and computer software used.* The City of Austin employment application is an official document; incomplete applications will not be considered.* **A résumé is required** but will not substitute for a complete employment application. Incomplete applications will not be considered.* **A cover letter is also required**. In the cover letter candidates should describe, in concise detail, their interest in this position and highlight any prior experience that is relevant to this position. **If you are selected as a top candidate:*** Verification of your education (which may include high school graduation or GED, undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution.* If you are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.* A criminal background investigation is required **Travel:**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.ardous atmospheres, or in confined spaces where there is limited or restricted means for entry and exit, or where the activities of an employee are hindered. **Critical Employee:*** This position has been designated as critical for the City of Austin. Critical positions are necessary and vital and support activities that impact City or department operations. Work can be done while at a designated work site or while working at an alternate work location. Critical employees may be reassigned to another area to provide essential services to support any extraordinary situations or emergency conditions.**Secondary Employment:*** All Austin Water employees are prohibited from accepting or engaging in any secondary employment that might conflict or interfere with an employee’s duty and responsibility to the Department.* Austin Water will review all secondary employment.* Employees are required to submit a Secondary Employment Application for review and approval upon being hired with Austin Water, as well as current Austin Water employees considering secondary employment. **90-day Provision:**This posting may be used to fill additional vacancies that occur within the department.**All Austin Water worksite locations are tobacco-free.** Use of tobacco products and/or e-cigarettes is not permitted on any AW worksite – including construction sites, parking lots, garages or in any personal vehicle located on the premises.**Please note this posting may close any time after 7 days.****Please be aware that the Job Posting Close Date reflects the final day to apply, but the posting will close at 11:59 PM the day before the date listed. All application steps, including attachments and submission, must be fully completed before that time.**