Customer Service Representative (Fair Chance Hiring Event)

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

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

• 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.

Pay Range

$23.76 - $27.32

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.

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.

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.

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.

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.

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