Senior Customer Service & Billing Specialist

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

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