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Job Description
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:
Customer Service Representative Senior
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:
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.
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- Demonstrated experience in front desk operations, including customer service, multi-line phone systems, appointment scheduling, and visitor management.
- Experience in conveying complex information clearly to diverse audiences, with strong verbal, written, and interpersonal communication skills.
- Experience in resolving escalated customer complaints successfully.
- Experience in utilizing language access resources.
Notes to Candidate:- Monday through Friday, 8 a.m. to 5 p.m. with n o telework option.
- A detailed, complete employment application is required. The details help us to better evaluate your qualifications, and they will be used to determine salary if you are selected for this position. Be sure to provide job titles and employment dates for all jobs you wish to be considered.
- Please be sure to detail on the application all previous employment that you wish to be considered as part of your qualifications.
- When responding to the supplemental questions, please reference the position(s) listed on your application that support(s) your response.
- A résumé may be required but will not substitute for a complete employment application. Incomplete applications will not be considered. Please include contact information from previous employers.
- A cover letter may be required. In the cover letter candidates should describe, in concise detail, their interest in this position and highlight any prior experience that is relevant to this position.
- If you are a veteran and is selected as the top candidate to hire, a copy of your DD214 will be required.
Important Note to Applicants:
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.
Salary Range - $26.03 - $31.04
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.
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: 2025-10-17 - Make a Difference: Join a team driving meaningful change in one of the fastest-growing cities in the nation.
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ABOUT THE COMPANY
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City of Austin
Show moreThe City of Austin
This vibrant and dynamic city tops many lists for business, entertainment, and quality of life. One of the country’s most popular, high-profile “green” and culturally rich cities, Austin was recently selected the number one Best Place to Live in the U.S. (U.S. News & World Report). In 2016, Forbes named Austin the city most likely to prosper over the next decade on their America’s Cities of the Future list, and the City of Austin ranked in the top ten on the Forbes list of America’s Best Employers for 2017.
Austin continues to lead with its vision of being the Most Livable City in the Country, emerging as a player on the international scene with such events as SXSW, Austin City Limits, Formula 1, and being home to companies such as Apple, Samsung, Dell, and Ascension Seton Healthcare. From the home of state government and the University of Texas to the Live Music Capital of the World and its growth as a film center, Austin has gained worldwide attention as a hub for education, business, health, and sustainability.
The City offers a wide range of events, from music concerts, food festivals, and sports competitions to museum displays, exhibits, and family fun. Austin is also home to a wonderful ballet, world-class museums, one-of-a-kind shopping, and beautiful outdoor spaces. You can just as easily spend your morning paddling the lake as you can strolling through a celebrated history museum.
Located at the edge of the Texas Hill Country—rolling terrain of limestone bluffs, springs, rivers, and lakes—Austin’s temperate climate is ideal for year-round jogging, cycling, hiking on the City’s many trails, or swimming at Barton Springs or one of the area’s many other swimming holes.
There are a number of excellent golf courses in the area as well as recreational opportunities for rowing, kayaking, canoeing, camping, rock climbing, disc golf, mountain biking, fishing, and more. Austin truly has something to offer for everyone.
City Government
The City of Austin is a progressive, full-service municipal organization operating under the Council-Manager form of government. Austin has a 10-1 council system with an at-large Mayor and Council Members that represent ten districts. The Mayor and Council Members may serve in their respective seats for four years with a maximum of two consecutive terms.
The City Council appoints the City Manager who is the chief administrative and executive officer of the City. The City Manager is responsible for guiding and directing day-to-day operations, as well as providing strategic research, recommendations, and management leadership to the City Council on the city budget, programs, policies, and services. The City Manager implements the organization’s administrative responsibilities with a strong team of Assistant City Managers and department executives. Supported by a staff of more than 14,000 and a budget of $4.1 billion, the City Manager and staff deliver a broad range of services to the citizens of Austin.
The City Council and City Manager of Austin are committed to the mission of delivering the highest quality, cost-effective services. Austin is a beacon of sustainability, social equity, and economic opportunity; where diversity and creativity are celebrated; where community needs and values are recognized; where leadership comes from its community members, and where the necessities of life are affordable and accessible to all.
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