Customer Service Representative Senior - Residential (Austin Energy)

About This Position

The Customer Service Representative Sr. serves as a subject matter expert and escalation point within the Customer Service team, providing advanced support for complex customer inquiries and utility account issues. This role is responsible for identifying and implementing process improvements, mentoring and training team members, and ensuring high-quality service delivery.

The ideal candidate is self-sufficient, adaptable, and excels in both written and verbal communication. They will handle escalations with professionalism, support cross-departmental coordination, and contribute to a culture of continuous improvement and customer satisfaction.

About the role

Customer Service Representative Senior - Residential

Purpose

Under general supervision, responsible for researching 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.

• 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 - Supervisor and/or Leadership Exercised

• May lead and train others.

Knowledge, Skills, and Abilities

• 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.

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.

Preferred Qualifications

• Leadership or lead-level experience in a customer service environment providing guidance, coaching and escalated support.
• Experience handling on-demand customer escalations with demonstrated one-call resolution at the lead level.
• Strong analytical and critical thinking skills, including the ability to identify repeat call patterns, process gaps, root causes and recommended actionable improvements.
• Proven experience delivering behavior-based coaching and supporting performance development in a high-volume customer service environment.
• Ability to complete repetitive tasks and reporting responsibilities with accuracy, consistency and strong attention to detail.
• Skilled in researching, analyzing and resolving complex customer issues across multiple systems.
• Proficient in CC&B, including to do processing, account adjustments and service request corrections.
• Familiarity performing advanced functions in Genesis, including receiving and sending support emails, locating and retrieving customer interactions, pulling call recordings and assisting agents in real-time through the platform.
• Strong written and verbal communication skills, with the ability of you to explain complex processes clearly and professionally.
• Availability to work a 10:00 AM - 7:00 PM shift with rotating Saturday coverage.

Compensation Range

The annual hiring range for this position is $27.06-$32.34

Physical Location: 4815 Mueller Blvd Austin, TX 78723

Notes to Candidate

Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more. Please click HERE for more information.

Related Work Experience

For this position customer service experience is defined as interactions with internal and external customers/consumers in face-to-face and voice platforms to aid and resolution with products or services.

Billing and credit counseling is defined as experience with explaining billing and credit questions to customers as it relates to utility service.

Utility service is defined as electric and water utilities.

Schedule: Monday - Friday 10:00am - 7:00 pm, Rotating Saturdays

Location: 4815 Mueller Blvd, Austin, Texas, 78723

Employment Application

• The City of Austin employment application is an official document; incomplete applications will not be considered.
• The Employment Record should be complete with job titles, employment dates, job duties, functions, and responsibilities for each position held.
• Starting salary will be based on overall relevant experience from your application.
• Responses to the Supplemental Questions inquiring about experience should be reflected on application.
• Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
• Résumés will not be accepted and statements such as "see résumé" will not be accepted. You may use "N/A" for fields that are not applicable.
• Please note that Austin Energy may close the job posting at any time after 7 days from the date of the initial advertisement. Once the job posting has closed, applications cannot be changed.

If you are selected as a top candidate

• 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
• If you are identified as a top candidate and are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.
• This position requires a criminal background investigation.

Work Schedule: Monday - Friday 10:00 am - 7:00 pm, Rotating Saturdays

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.

• Work hours may include after hours, holidays, and weekends.
• 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..

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.

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..