Customer Service Representative (Temp - Hiring Event)

City of Austin; Austin (TX); On-site; USD 68,115,000 - 78,366,000; Full time

Job summary

City of Austin’s Austin Water department seeks a Customer Service Specialist to handle inquiries, billing questions, and account issues. The role requires verifying accounts, processing service requests, and delivering clear explanations of charges in a fast-paced environment.

You will provide courteous service, aim for one-call resolution, and support multiple departments while maintaining accurate records and good customer relations.

Qualifications

• Graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service.
• Knowledge of billing procedures and good customer relations practices.
• Skilled in oral and written communication and in handling multiple tasks with prioritization.
• Ability to work with computers and related software, and to plan and organize work.
• Ability to handle conflict and uncertain situations and to communicate effectively with the public.

Responsibilities

• Receives inquiries from customers, contractors, and other city departments by email, fax, or phone.
• Resolves customer issues with one call resolution.
• Answers inquiries concerning services, billing, and equipment.
• Verifies customer accounts and active services using various databases and software applications.
• Researches 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.

Skills

Billing procedures

Customer relations

Oral and written communication

Multitasking / prioritization

Computer software usage

Planning and organizing

Conflict handling

Communication with public

Education

High school diploma or equivalent

2 years experience in billing, credit counseling, or customer service

Tools

Databases

Billing software

Job description

About This Position

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.

Essential duties and functions

• 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.

Supervisor and Leadership

May train others.

Knowledge, Skills, and Abilities

• 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

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.

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.

Driving Requirement

This position requires a valid Texas Class C Driver License or the ability to acquire one by your hire date. External New Hires must meet the City of Austin’s Driver Record Evaluation (DRE) requisite. To be considered for a driving position, applicants cannot have more than three moving violations or a total of six Driver Record Evaluation points within a period of thirty-six (36) months.

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.

Additional Policies

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.

The City of Austin

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

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.