Customer Service Representative

Job Description:

Customer Service Representative

Description

Minimum Qualifications
Graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service.

Licenses and Certifications Required:
None.
Notes to Applicants
About the job:
Join our team as a Customer Service Representative and be the welcoming face of the City of Austin! In this important role, you’ll work the front desk at Austin City Hall and greet visitors, manage multi-line phones, answer questions, and provide guidance to guests. If you’re passionate about delivering outstanding service in a fast-paced and dynamic environment, this is the job for you!

About working for Building Services and the City of Austin:
Click here to watch the City of Austin Recruitment Video!

Working with Building Services provides a number of benefits including medical, paid leave time, a great retirement plan, training opportunities and more! Click HERE for more information.

Employment Application:

• The City of Austin employment application is an official document; incomplete applications will not be considered.
• Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
• The Employment Record should be complete with job titles, employment dates, and specific job duties, functions, and responsibilities for each position held.
• If you are selected as the top candidate, starting salary will be based on overall relevant experience from your application.
• The responses to the supplemental questions inquiring about experience should be reflected on your application.

Criminal Background Investigation:
The position requires a criminal background investigation.

Assessments:
Assessment(s) may be administered as part of the interview process.

If you are selected as a top candidate:
Verification of your education (which may include high school graduation or GED , undergraduate and/or graduation degrees) will be required. You must provide proof of education from an accredited organization/institution.

Military/Veteran Interview Preference:
Military/Veterans must provide a copy of their DD214 verifying honorable discharge, at the time of initial interview to receive military/veteran interview preference.

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.

Please note that the Department may close the job posting at any time after seven (7) days.
Pay Range
$23.44 - $26.83
Hours
Monday - Friday
8:00 a.m. - 5:00 p.m.
Job Close Date 10/07/2024 Type of Posting External Department Building Services Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Clerical Location 301 W 2nd St, Austin, TX 78701 Preferred Qualifications

• Experience in a front desk reception or in-person customer support job.
• Proficiency with Microsoft Office Suite including Word, Excel and Outlook.
• Bilingual or Multilingual (English & other language(s)).

Duties, Functions and Responsibilities
Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

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- Supervision 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.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA
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 (512) 974-3210 or Texas Relay by dialing 7-1-1.

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.

Information For City Employees: If you are an employee within the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* This position requires graduation from high school or equivalent, plus two (2) years of experience in customer service. Do you meet these requirements?

• Yes
• No

* How many years of experience do you have working as a front desk receptionist or in an administrative capacity in a professional office setting providing strong in person and over the phone customer service?

• Less than 1 Year
• 1 - 2 Years
• 2 - 3 Years
• 3 - 4 Years
• More than 4 Years
• None

* Which of the following best describes your proficiency with Microsoft Office Suite, specifically with Outlook, Word and Excel?

• No experience with Microsoft Word or Excel
• Basic: create/edit simple documents & spreadsheets
• Intermediate: create/edit a variety of documents & spreadsheets; reformat document features such as color, font style and size of text, change page size/width, & filter/sort data fields
• Advanced: create/edit complex documents & spreadsheets; integrate features such as tables, charts, mathematical formulas, hyperlinks, graphics; data/mail merge, import data from one document to another

* Are you bilingual in English/Spanish or English/other language?

• Fluent in two or more languages - read, write, speak
• Bilingual and able to speak in a second language
• Bilingual and understand if someone is speaking to me in a second language
• None of the above

* Do you have experience handling complex customer issues and resolving escalated customer calls and/or emails?

• Yes
• No

* This position requires a criminal background investigation (CBI). By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.

• I acknowledge and understand this position requires a Criminal Background Investigation.

Optional & Required Documents

Required Documents Optional Documents