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Austin, Texas
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Customer Service Representative (Residential Contact Center)

Posting Title Customer Service Representative (Residential Contact Center) Job Requisition Number AE501529 Position Number 116111 Job Type Full-Time Division Name Customer Care Minimum Qualifications
  • Graduation from an accredited high school or equivalent, plus two (2) years experience in billing, credit counseling, or customer service.

Notes to Applicants
  • All application and supplemental questions must be answered in detail or with an N/A if not applicable.
  • Incomplete or inconsistent application submissions may not be accepted and/or may disqualify the application.
  • You must list all of your experience in the application. Anything listed in the supplemental questions missing from the employment history will be considered inconsistent. Resumes will not be accepted.
  • For this posting Customer Service Experience is defined as interactions with both internal and external customers/consumers in platforms such as face to face and voice.
  • Ability to effectively communicate both oral and written.
  • For this posting Utility experience is defined as Electric, Water.
  • This is a set shift position. The 12 pm to 9 pm schedule with rotational weekends is not negotiable.
  • Ability to work additional hours including participating in rotational schedule and shift bids.

This position is not eligible for employer sponsorship of a work-related visa sponsorship. Applicants must be currently authorized to work in the United States without employer sponsorship.

Pay Range

$17.93 – $22.32


Monday – Friday 12:00 pm to 9:00 pm.
REQUIRED Rotating Saturdays 9:00 am to 1:00 pm. Additional hours per business need.

Job Close Date
12/11/2017 Type of Posting External Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Clerical Location 721 Barton Springs Rd and 5202 East Ben White BLVD. Preferred Qualifications
  • 6 mo. Experience working in Austin Energy’s Residential Utility Contact Center.
  • 6 mo. Experience working in an inbound call center and familiar with call center technology and functions (i.e. Avaya and other telephony systems).
  • Experience with process, goals and objectives of the Utility Customer Contact Center within Austin Energy.
  • Experience with utility residential processes such as starts, stops, transfers and service requests. (See notes to applicants).
  • Experience with Oracle’s, CC&B or any other billing system.
  • Experience multi-tasking while assisting utility customers with services.
  • Ability to effectively communicate both oral and written.
  • Ability to maintain regular and predictable work schedule of 12 pm to 9 pm.
  • Ability to work additional hours including participating in rotational schedule and shift bids.
  • 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.

  1. Receives by email, fax, or phone, inquiries from customers, contractors, and other city departments. Resolves customer issues with one call resolution.
  2. Answers customer requests or inquiries concerning services, products, billing, and equipment.
  3. Verifies customer account and active services using various databases and software applications.
  4. Researches customer account information to explain services, charges, and adjustments.
  5. Logs customer complaints, creates service requests, and routes to the appropriate department(s).
  6. 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.
Does this job require a criminal background investigation? This position requires a criminal background investigation EEO/ADA

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.

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