Customer Service Representative Senior

Minimum Qualifications
? Graduation from an accredited high school or equivalent, plus four (4) years experience in billing, credit counseling, and customer service.

Licenses and Certifications Required:
None.
Notes to Applicants
? This is a newly created position designed to enhance the Housing Department?s commitment to delivering exceptional customer service to both internal and external customers.
? The individual selected for this position will also be responsible for managing the front desk with the expectation to ensure a welcoming environment for all visitors.
? The ideal candidate will possess strong interpersonal skills and the ability to adapt to varying customer requirements.
? This position will report directly to the Administrative Manager, ensuring a seamless flow of communication and collaboration regarding operational and processes and customer service policies.
? Hiring the best fit for this role, we believe will allow us to elevate our standards of service and foster a more inclusive atmosphere for our clientele.
? Although a resume is required, the information from the resume will not be considered a substitution for a fully completed Application. Only complete applications with employer information, position duties, and dates of employment will be considered.
? The Department may close this posting anytime after 7 days.
Pay Range
$25.74 - $30.50

Hours
Monday to Friday
8:00 a.m. to 5:00 p.m.
This position is not eligible for remote work.

Job Close Date 03/26/2025 Type of Posting External Department Housing Department Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Clerical Location 1000 East 11th Street, Austin Tx. 78702 Preferred Qualifications
? Experience in a fast-paced, high-volume call environment.
? Demonstrated experience working Front Desk operations.
? Coordinating and collaborating with various work divisions.
? Experience in utilizing language access resources.
? Experience in resolving customer issues.
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.

Answers complicated customer requests or inquiries concerning services, products, billing, and equipment. Resolves customer 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 create reports. Coordinates mailings to customers. Maintains and files all generated service requests. Receives by email, fax, or phone, frontline and escalated inquiries from customers, contractors, and other city departments requiring research, support preparation and reporting. Verifies customer accounts and active services using various databases and software applications. Researches customer account information and history to explain services, charges, and adjustments. Logs customer complaints, creates and updates service requests, and routes to the appropriate department(s) and/or personnel.

Responsibilities- Supervision and/or Leadership Exercised:
? May lead and 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 basic accounting and billing procedures.
? Knowledge of city practice, policy and procedures.
? Knowledge of good customer relations practices.
? Knowledge of credit collection 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.
? Ability to handle conflict and uncertain situations.
? Ability to work with frequent interruptions and changes in priorities.
? Ability to train others.
? Ability to establish and maintain effective communication and working relationships with city employees and the public.
Criminal Background Investigation This position does not require 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 (*).
? The minimum qualifications for the Customer Service Representative Senior are: Graduation from an accredited high school or equivalent, plus four (4) years experience in billing, credit counseling, and customer service. Do you meet these minimum qualifications?
? Yes
? No
? Describe you experience working in a fast paced environment.
(Open Ended Question)
? Briefly describe your experience working front desk operations.
(Open Ended Question)
? Describe your experience coordinating and collaborating with various cross functional teams. Based on your job application, briefly state what job functions and title you held when you acquired the experience.
(Open Ended Question)
? Describe your experience utilizing language access resources. Based on your application, state what job function and title you held when you acquired the experience.
(Open Ended Question)
? Describe your experience resolving customer issues. Based on your application, please include the job function and title you held when you acquired the experience.
(Open Ended Question)

Optional & Required Documents

Required Documents Cover Letter Resume Optional Documents

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