Temporary - Customer Service Representative

Minimum Qualifications
Education and/or Equivalent Experience:

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

Licenses and Certifications Required:

• None.

Notes to Applicants

Development Services Department assists homeowners, business owners, and contractors when they build, demolish, remodel or perform any type of construction to ensure compliance with applicable city and building codes.

Position Overview:
DSD is seeking to fill a Customer Service Representative position within the Triangle Front Desk Team. The ideal candidate for this role should possess a robust proficiency in appointment scheduling software, excel in adapting to a fast-paced, high-volume call setting, demonstrate dynamic customer service skills, and exhibit the capacity to independently or collaboratively address intricate issues as they arise.

Working with the City of Austin provides a number of health and welfare benefits. Please click HERE for more information.

Employment Application:
The City of Austin Employment Application is an official document; incomplete applications will not be considered. A detailed, complete employment application is required.

• Please be sure to detail on the application all relevant employment to be considered as part of your qualifications.
• This detailed application will be evaluated for the qualifications and will be used to establish base pay if you are selected for this position. Be sure to provide job titles, number of employees supervised and employment dates for all jobs you wish to be considered. Describe your specific experience for each position including all job duties and responsibilities.
• A cover letter and resume must be submitted, but will not substitute for a complete online City of Austin employment application.

Post Interview Verification:
If you are selected as the top candidate for a position, DSD -HR will contact the current and former employer, as well as the professional references listed in the application. Please ensure the contact information on the application is accurate. Top candidates will also be required to provide proof of education from an accredited organization, copies of any professional licenses or certificates listed on the application and a copy of your DD-214 if claiming veteran’s preference.
Critical Employee:
Critical employees are considered necessary and vital and support activities that impact City or department operations. This work can be done while at a designated work site or while working at an alternate work location. Critical employees who are able to work at an alternative work location are required to do so. Schedules may be modified, and employees may be reassigned to another area during extraordinary situations or emergency conditions to provide essential services.

THE DEPARTMENT MAY CLOSE THIS JOB POSTING AT ANY TIME AFTER 7 DAYS .
Pay Range
$23.44 - $26.83 per hour
Hours
Monday through Friday: 7:45 a.m. - 4:45 p.m.
Job Close Date 03/24/2025 Type of Posting External Department Development Services Regular/Temporary Temporary Grant Funded or Pooled Position Not Applicable Category Clerical Location 6310 Wilhelmina Delco Dr., Austin, TX 75752 Preferred Qualifications
Preferred Experience:

• Experience in a front desk environment.
• Experience in utilizing appointment scheduling software.
• Experience in a fast-paced, high-volume call environment.
• Demonstrated experience in delivering exceptional customer service.
• Demonstrated ability to resolve escalated customer complaints successfully.
• Proficient in coordinating and collaborating with various organizational departments or units.
• Experience in utilizing language access resources.
• Demonstrated ability to instruct and train others.

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 - Supervisor 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 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 (*).
* This position requires graduation from an accredited high school or equivalent, plus two (2) years experience in billing, credit counseling, or customer service. Do you meet these minimum qualifications?

• Yes
• No

* Describe your experience providing front desk coverage.
(Open Ended Question)
* Do you have experience with scheduling and coordinating appointments for staff and/or customers?

• Yes
• No

* Please describe your experience providing customer service in a high call volume setting.
(Open Ended Question)
* Please describe in detail your experience handling customer escalations.
(Open Ended Question)


Optional & Required Documents

Required Documents Cover Letter Resume Optional Documents

• 

• City of Austin

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