Customer Service Rep - Austin 3-1-1 - Austin Energy

About This Position

May train others.

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.

• Professional experience in customer service while working in a call center environment.
• Experience using Motorola PremierOne CSR system and a government/municipal 311 Contact Center
• Experience utilizing ADMS Call Center system (Web CC) in a government/municipal 311 Contact Center
• Experience multitasking and effectively making decisions in a fast-paced, high-volume call center
• Experience independently following procedures and maintaining composure when calls become 9-1-1 emergency calls
• Experience conducting professional correspondence with internal and external contacts verbally and in writing
• Bilingual in English and Spanish

• Skills assessment may be used to determine selection for interview process after initial applicant review. Applicants will need to score above 70% on each assessment to move forward into the interview process.

• 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. 
• This position requires a criminal background investigation.

$24.19 - $27.94

• This position is categorized as Essential Personnel with the City of Austin. Essential staff are required to work during emergencies or bad weather if they are scheduled to work and, in some cases, when they are not scheduled. Essential employees ensure the continuance of key operations to maintain the safe delivery of electric service for the City of Austin.
• Austin 3-1-1 is 24*7, weekends, holidays, and evenings will be required.
• Shifts may change according to departmental needs.
• Employee may be required to work additional hours outside of regular work schedule.

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.

We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed, it will no longer be viewable in the system.

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• 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.

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EEO Statement for City of Austin:

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 (512) 974-3210 or Texas Relay by dialing 7-1-1.