Customer Service Representative Senior - Residential (Austin Energy)

City of Austin; Austin (TX); On-site; USD 37,000 - 45,000; Full time

Job summary

City of Austin is seeking a Senior Customer Service Representative - Residential to research billing questions and customer inquiries, resolve issues with one-call resolution, and support cross-department coordination. The role emphasizes mentoring, process improvements, and delivering high-quality service.

Under supervision, you will handle complex inquiries, maintain records, and contribute to a culture of continuous improvement and customer satisfaction while supporting Austin Energy

Qualifications

• High school diploma and four years' billing, credit counseling, and customer service experience.
• Experience leading or coaching in a customer service environment.

Responsibilities

• Answers complicated customer requests or inquiries concerning services, products, billing, and equipment; resolves issues with one-call resolution.
• Prepares cases for support services and other city departments.
• Processes corrections to customer accounts.
• Extracts data from city databases and creates reports.
• Coordinates mailings to customers.
• Maintains and files all generated service requests.
• Receives inquiries from customers, contractors, and city departments requiring research, support, and reporting.
• Verifies customer accounts and active services using various databases and software applications.
• Researches account information and history to explain services, charges, and adjustments.
• Logs complaints, creates and updates service requests, and routes to appropriate departments.

Skills

Customer service

Billing procedures

Communication skills

Data reporting

Multitasking

Team leadership

Education

High school diploma

Tools

CC&B

Genesis

Job description

About This Position

The Customer Service Representative Sr. serves as a subject matter expert and escalation point within the Customer Service team, providing advanced support for complex customer inquiries and utility account issues. This role is responsible for identifying and implementing process improvements, mentoring and training team members, and ensuring high-quality service delivery. The ideal candidate is self-sufficient, adaptable, and excels in both written and verbal communication. They will handle escalations with professionalism, support cross-departmental coordination, and contribute to a culture of continuous improvement and customer satisfaction.

Job Description

Customer Service Representative Senior - Residential

Purpose

Under general supervision, responsible for researching customer questions, complaints, and billing inquiries.

Duties, Functions and Responsibilities

• Answers complicated customer requests or inquiries concerning services, products, billing, and equipment. Resolves customer issues with one call resolution.
• Prepares cases for support services and other city departments.
• Processes corrections to customer accounts.
• Extracts data from city databases and create reports.
• Coordinates mailings to customers.
• Maintains and files all generated service requests.
• Receives by email, fax, or phone, frontline and escalated inquiries from customers, contractors, and other city departments requiring research, support preparation and reporting.
• Verifies customer accounts and active services using various databases and software applications.
• Researches customer account information and history to explain services, charges, and adjustments.
• Logs customer complaints, creates and updates service requests, and routes to the appropriate department(s) and/or personnel.

Responsibilities - Supervisor and/or Leadership Exercised

May lead and 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 basic accounting and billing procedures.
• Knowledge of city practice, policy and procedures.
• Knowledge of good customer relations practices.
• Knowledge of credit collection 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.
• Ability to handle conflict and uncertain situations.
• Ability to work with frequent interruptions and changes in priorities.
• Ability to train others.
• 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 four (4) years' experience in billing, credit counseling, and customer service.

Licenses and Certifications Required

None.

Preferred Qualifications

• Leadership or lead-level experience in a customer service environment providing guidance, coaching and escalated support.
• Experience handling on-demand customer escalations with demonstrated one-call resolution at the lead level.
• Strong analytical and critical thinking skills, including the ability to identify repeat call patterns, process gaps, root causes and recommended actionable improvements.
• Proven experience delivering behavior-based coaching and supporting performance development in a high-volume customer service environment.
• Ability to complete repetitive tasks and reporting responsibilities with accuracy, consistency and strong attention to detail.
• Skilled in researching, analyzing and resolving complex customer issues across multiple systems.
• Proficient in CC&B, including to do processing, account adjustments and service request corrections.
• Familiarity performing advanced functions in Genesis, including receiving and sending support emails, locating and retrieving customer interactions, pulling call recordings and assisting agents in real-time through the platform.
• Strong written and verbal communication skills, with the ability of you to explain complex processes clearly and professionally.
• Availability to work a 10:00 AM - 7:00 PM shift with rotating Saturday coverage.

Compensation Range

The annual hiring range for this position is $27.06-$32.34

Physical Location

4815 Mueller BlvdAustin, TX 78723

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.