Customer Service Representative - Austin Facilities Management

About the role

Purpose

Under general supervision, this position is responsible for handling customer questions, complaints, and billing inquiries.

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.
• Research 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 - Supervisor and/or Leadership Exercised

May train others.

Knowledge, Skills, and Abilities

• 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.

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

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)).

Compensation Range

The annual hiring range for this position is $24.19-$27.94

Physical Location: 301 W 2nd St Austin, TX 78701

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!

• Please note that the Department may close the job posting at any time after seven (7) days.
• 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.
• Days and Hours: Monday through Friday; 8:00 a.m. to 5:00 p.m.
• Hours may vary based on departmental needs and initiatives. Some evening, weekend, and holiday work may be required. This is a non-exempt level position.
• Work Location: Austin City Hall, 301 W 2nd St, Austin, TX 78701
• This position will require a skills assessment on Microsoft word, excel, and Outlook.

Important Application Information - City of Austin

The City of Austin employment application is an official document. Incomplete applications will not be considered. A detailed and complete employment application is required to evaluate your qualifications and determine your salary if you are selected for the position.

Application Requirements

• List your complete employment history, including job titles, employment dates, number of employees supervised (if applicable), and detailed job duties and responsibilities descriptions.
• Do not use statements such as "see resume" or "see LinkedIn profile."
• Resumes will not substitute for a complete application and will not be used to determine qualifications or salary.
• A resume and cover letter is required and should describe your interest in the position and highlight relevant experience.
• All responses to supplemental questions must be supported by information in your application.
• No changes will be accepted after the job posting closes.

If you are Selected as a Top Candidate

• We will verify your employment history, professional references, and education (including high school, undergraduate, and/or graduate degrees).
• Proof of education from an accredited institution, verification of professional licenses or certifications, and a copy of your DD-214 (if claiming veteran's preference) may be requested directly from the issuing institution or accrediting authority.
• Verification of foreign education credentials through a recognized third-party evaluation service and confirmation of accreditation status with the issuing institution and its accrediting body. Providing unofficial credentials during the application process is recommended to support meeting minimum qualifications. A formal and official verification process will be required before the offer extension step if you are selected for the offer.

Driving Requirement (if applicable)

• This position may require a valid Texas Class C Driver's License or the ability to obtain one by your hire date.
• External new hires must meet the City's Driver Record Evaluation (DRE) standards (e.g., no more than 3 moving violations or 6 points in the last 36 months).

Travel

• If the position requires travel, you must meet City of Austin's Driver Record Evaluation (DRE) requisite standards, Otherwise, you are responsible for transportation to and from multiple job sites as needed.

Essential/Critical Employee Designation

• Some positions are designated as Critical or Essential. Employees in these roles are required to report to work during emergencies or when operations are modified. This may include working from a designated site or an alternative work location.

Work Conditions

• Work hours may vary based on operational needs and may include evenings, weekends, holidays, or on-call assignments.
• A skills assessment may be required as part of the hiring process.

Veteran Preference

• Veteran candidates must provide a copy of their DD-214 at the interview to receive the veteran's preference.

Internal Candidates - Good Standing Policy.

Background Check

• A criminal background check may be required, depending on the responsibilities of the position.

Join the City of Austin Team

At the City of Austin, we are more than just an employer-we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles - Empathy, Ethics, Excellence, Engagement, and Equity - that anchor our delivery of services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.

What Makes the City of Austin Special?

• 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.

Additional information

By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country..