Position Information Position Information

Posting Title Customer Service Representative (Utility Contact Ctr) Job Requisition Number AE503980 Position Number 111940 Job Type Full-Time Division Name Customer Care Minimum Qualifications Education and/or Equivalent Experience: 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 Notes to Applicants This position reports to the Residential Utility Contact Center (UCC) Team. The UCC is the primary point of contact for the City of Austin’s residential customers for move requests, billing inquiries, payment arrangements, customer disputes for services, fees, and rates. We are also Austin Energy’s contact for outage and emergency response for all citizen’s. Our Residential group has 14 teams that handle the 1.6 million annual interactions for commodities such as Water, Electric, Drainage, Transportation, and Austin Resource Recovery.

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.

Employment Application:

The City of Austin employment application is an official document; incomplete applications will not be considered. Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications. 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. 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: 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.
Essential: This has been designated as an Essential Employee position. In the event of a City-designated emergency, Essential Employees provide services that impact the public health, safety, utility services, and welfare of members of the Austin community and other employees and ensure the continuity of essential operations. In such an emergency, Essential Employees may be called back in, may be required to modify their schedule, may be assigned to a City-designated work site, or may be retained on site to assist with operations and recovery.
RELATED WORK EXPERIENCE:
Customer service experience is defined as interactions with external and internal customers/consumers in face-to-face and voice platforms to assist 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, water, or gas utilities. (Preferred but not required)

Pay Range $23.44 – $26.83

Hours Monday – Friday
12:00 p.m. – 9:00 p.m.
Saturday 9:00 a.m. – 1:00 p.m.
Hybrid- Work from Home Job Close Date 02/17/2025 Type of Posting External Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Clerical Location 4815 Mueller Blvd (Austin Energy HQ) Preferred Qualifications Preferred Experience: Experience working in an inbound call center and familiarity with call center technology and functions (i.e., Avaya, Genesys, or other telephony systems). Experience with residential or commercial utility processes. See notes to applicants. Experience with Oracle, CC&B, or any other billing system. Ability to maintain a regular and predictable work schedule of 12 pm to 9 pm. Bilingual in English and Spanish 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- Supervision 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 has been approved for 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.

Supplemental Questions

Required fields are indicated with an asterisk (*).

* This position requires graduation from High School or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service. Do you meet these minimum qualifications? Yes No * Do you have experience working in a high volume inbound call center and are you familiar with call center technology and functions Yes No * Do you have experience assisting customers with Electric or Water utility processes? Yes No * Do you have experience using Oracle's, CC&B or any other billing system? Yes No * Are you bilingual in English/Spanish? Fluent in both languages – speak, read and write Fluent in both languages – speak only Fluent in Spanish only Fluent in English only None of the above * This position requires a 12pm to 9pm Monday through Friday schedule with mandatory rotational weekends. Are you able to work this schedule? Yes No * Are you currently employed by Apple One and currently assigned to the call center within Austin Energy? yes no * This position is categorized as "Essential Personnel". Essential Personnel are considered critical positions and may be required to work during emergencies outside of or in addition to the normal schedule. If offered the position, are you willing to work scheduled and unscheduled hours as mandated by the needs of the business? Yes No * This position requires a criminal background check. By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired. I acknowledge and understand this position requires a Criminal Background Check. Optional & Required Documents Required Documents Optional Documents