Customer Service Representative Senior (City of Austin Employees Only), Austin, Texas

Created 06/11/2021
Reference 434081
Job type Full Time
Country United States
State Texas
City Austin
Minimum Qualifications
Education and/or Equivalent Experience:
  • Graduation from an accredited high school or equivalent, plus four (4) years experience in billing, credit counseling, and customer service.

Notes to Applicants

The Development Services Department ( DSD ) 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.

The Service Center is seeking two Customer Service Representative Seniors to work in the Customer Experience Unit providing assistance to customers applying for permits and submitting license renewals. The ideal candidate will have basic knowledge of the permitting process and the ability to resolve escalated customer concerns.

All interviews for Development Services are currently being conducted virtually via Microsoft Teams .

Employment Application:
Only complete applications will be considered. Be sure your employment history on the application includes your past job titles, employment dates, and a detailed summary of your job duties, functions and responsibilities. Although a resume is required, please take the time to ensure that the application on its own represents the best of your work history and skills/abilities.

Once a position is closed, no additional applications or application changes will be accepted.

Post Interview Verification:
If you are selected as the top candidate for a position, we will be contacting your current and former employer, as well as the references listed in your application. Please do your best to ensure that 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.

Candidates selected for interview may undergo a skill/competency based assessment(s).

Pay Range
$20.71 - $26.41

Monday through Friday.
7:45 a.m. to 4:45 p.m.

Limited Telework Options Available
This position works primarily from the office.

Job Close Date
Type of Posting Reserved for City Employees
Department Development Services
Regular/Temporary Regular
Grant Funded or Pooled Position Not Applicable
Category Clerical
Location 6310 Wilhelmina Delco Dr, Austin, TX 78752
Preferred Qualifications
  • Experience providing customer service in a high volume, fast paced environment.
  • Demonstrated ability to handle conflict an uncertain situations.
  • Experience working in situations where good judgment, tact and diplomacy are critical.
  • Demonstrated ability to communicate effectively with internal and external customers via direct contact, email or telephone.
  • A general understanding of the permitting/development process at the City of Austin.
  • Experience utilizing the AMANDA software system.

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- Supervision 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.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation.
City of Austin is committed to compliance with the American 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 TTY (512) 974-2445.

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 (*).
* The minimum qualifications for this position are graduation from an accredited high school or equivalent, plus four (4) years experience in billing, credit counseling, and customer service. Do you meet these qualifications?
  • Yes
  • No
* Are you currently an employee of the City of Austin?
  • Yes
  • No
* If identified as a top candidate, do you agree to a criminal background check (CBI)?
  • Yes
  • No
* Do you have work experience providing assistance to customers in a high volume and busy environment?
  • No
  • Yes
* Please describe your work experience providing internal and external customer service via direct contact, e-mail, or telephone?
(Open Ended Question)
* Describe your knowledge of the City of Austin or other municipal development and permitting process.
(Open Ended Question)
* How many years of experience do you have using the AMANDA program?
  • None
  • 1-2 years
  • 3-5 years

Optional & Required Documents
Required Documents Cover Letter Resume Optional Documents

Employer City of Austin, TX

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