Senior Customer Service & Escalations Lead

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

Benefits offered by this job

Health benefits

Retirement plan

Career development opportunities

Job summary

City of Austin seeks a Senior Customer Service Representative to handle complex utility inquiries and escalate when needed. You will verify accounts, prepare cases for other departments, and contribute to service quality and continuous improvement.

The role requires strong written and verbal communication, leadership experience, and familiarity with CC&B and Genesis. Typical schedule is 10:00 AM–7:00 PM with occasional Saturdays.

Qualifications

• High school diploma or equivalent plus 4 years in billing, credit counseling, and customer service.
• Experience leading or coaching others in a customer service setting.
• Ability to handle escalations and analyze complex customer issues across systems.
• Familiarity with CC&B and Genesis for account edits and report retrieval.

Responsibilities

• Answer complex customer inquiries and resolve issues with one-call resolution.
• Prepare cases for support services and other city departments.
• Verify accounts and active services across databases and software.
• Mentor and train team members; participate in process improvements.

Skills

Oral communication

Written communication

Multi-tasking

Interdepartmental coordination

Education

High school diploma or equivalent

Tools

CC&B

Genesis

Job description

City of Austin seeks a Senior Customer Service Representative to handle complex utility inquiries and escalate when needed. You will verify accounts, prepare cases for other departments, and contribute to service quality and continuous improvement.

The role requires strong written and verbal communication, leadership experience, and familiarity with CC&B and Genesis. Typical schedule is 10:00 AM–7:00 PM with occasional Saturdays.