Temporary Customer Service Representative - Austin Water

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. Our guiding principles-Empathy, Ethics, Excellence, Engagement, and Equity - anchor our approach in delivering services that significantly impact the lives of Austin residents. 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.
  
• Diverse and Inclusive Workplace: Work in an environment where every voice is 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 designed to 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.

Job Description:

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.
  
• 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.
  

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:

• Bilingual in English and Spanish.
  
• Experience working in a utility or similarly-regulated environment.
  
• Customer service experience in a high-volume call center environment.
  
• Experience using two-way radio to dispatch field crews.
  
• Experience using geographic information systems (GIS) or other geographic mapping software.
  
• Experience with automated billing system (e.g. the City of Austin Customer Care and Billing System - CC&B).
  
• Database or software experience, including data entry and researching customer account information.
  
• Experience creating, routing, tracking, filing, and maintaining generated service requests.
  
• Ability to travel to more than one work location.
  

Notes to Candidate:

PLEASE READ CAREFULLY

Call center has multiple shifts covering a 24/7 operation, requiring on-call availability and mandatory service in certain situations. All shifts may be required to work overtime, on-call, weekends, nights, holidays, and during bad weather events. Shift assignments will be based on business need at time of hire and are subject to change at management discretion.

Position Overview: This position is responsible for radio, telephone and dispatching communications to customers and field service crews, initiating service requests and work orders, ensuring that calls are received, reviewed, documented, and referred to appropriate parties for resolution, providing assistance to field service crews via 2-way radio, and conducting notifications for water outages, main breaks, and street cuts.

Pay Range:

$23.44 - $26.83 per hour

Position(s) will be filled at the following location: Glen Bell Service Center: 3907 S. Industrial Drive, 78744

Schedule:

During training period:

• First 6 weeks of training: Monday to Friday 8:00am to 4:30pm
  
• Last 3 weeks of training: Monday to Friday 1:00pm to 9:30pm
  

Work Schedule:

Shift assignments will be based on business need at time of hire; day or night shifts.

Benefits:

Working with Austin Water provides a number of health and welfare benefits, such as medical, paid leave time, a great retirement plan, training opportunities and more - click HERE for more information. Additionally, this position offers a career progression plan, which provides a unique opportunity to promote without having to go through the competitive process. As employees go through on-the-job training to develop new skills and abilities and obtain the appropriate license, they are eligible to submit for Career Progression, which allows them to demonstrate knowledge and skills without having to interview for the promotion.

When completing the City of Austin employment application:

• A detailed, complete employment application is required. It helps us to better evaluate your qualifications and will be used to determine salary if you are selected for this position.
  
• Provide each job title and accurate employment dates for all jobs included on the application.
  
• Your work history should include the duties you performed, any supervisory or lead responsibilities, and any equipment and computer software used.
  
• The City of Austin employment application is an official document; incomplete applications will not be considered.
  

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 and proof of your professional licenses or certifications.
  
• If you are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.
  
• A criminal background investigation is required.
  

Critical Employee:

This position has been designation as critical for the City of Austin. Critical positions are necessary and vital and support activities that impact City or department operations. Work can be done while at a designated work site or while working at an alternate work location. Critical employees may be reassigned to another area to provide essential services to support any extraordinary situations or emergency conditions.

Secondary Employment:

• All Austin Water employees are prohibited from accepting or engaging in any secondary employment that might conflict or interfere with an employee’s duty and responsibility to the Department.
  
• Austin Water must review all secondary employment.
  
• Employees are required to submit a Secondary Employment Application for review and approval upon being hired with Austin Water, as well as current Austin Water employees considering secondary employment.
  

Applicants are encouraged to apply immediately. Please note that the Department may close the job posting at any time after 7 days.

No Resume or Cover Letter needed.

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.

All Austin Water worksite locations are tobacco-free. Use of tobacco products and/or e-cigarettes is not permitted on any Austin Water worksite - including construction sites, parking lot, garage or in any personal vehicle located on the premises.

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.

Closing Date/Time: 2025-10-10

• 

• City of Austin

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