Customer Service Representative Senior

Join The City Of Austin Team At the City of Austin, we are more than just an employerwe are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles Empathy, Ethics, Excellence, Engagement, and Equity anchors in delivering services that significantly impact the lives of Austinites. 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.Value and Innovation: Work in an environment where employees are 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 that foster collaboration and inspiration.Job Description: Customer Service Representative SeniorPurpose: Under general supervision, responsible for researching customer questions, complaints, and billing inquiries.Duties, Functions and Responsibilities: 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.Research 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: 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:Experience with City, County, State, Federal or other public sector/governmental statutes and ordinances.Demonstrated experience producing and/or presenting audio/visual outreach materials and educational resources for public campaignDemonstrated experience mediating and/or negotiating fees and infractions with customers.Demonstrated experience utilizing Motorola Solutions PremierOne Customer Service Request, or similar customer service systemDemonstrated experience developing and implementing improvements to service delivery deficiencies in such areas as collecting outstanding fees and conducting targeted outreach.Demonstrated experience with false alarm management software such as Cry Wolf.Speak, read, and write SpanishNotes to Candidate: Location: 6310 Wilhelmina Delco Dr, Austin, TX 78752 Hours: 8-5 at the PDC with the opportunity to telework partially Payrate: $26.03- $31.04Under general supervision, responsible for researching customer questions, complaints, and billing inquiries. Essential duties and functions, may include:Answers complicated customer inquiries concerning services, products, billing, and equipment 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, service request or phone, frontline and escalated inquiries from customers, contractors, and other city departments requiring research, support preparation and reporting. Verifies account information and history to explain services, charges, and adjustments. Logs customer complaints, creates and updates service requests, routing to the appropriate department. Trains and leads others.City of Austin Application: A complete and detailed City of Austin employment application is required to help us better evaluate your qualifications. For each position,please describe your specific experience as it relates to the minimum and preferred qualifications. Please be thorough in completing theemployment application and list all experience and education that is relevant to this position. Starting salary will be based on overall relevantexperience and education. Application must include job titles, job duties performed, full or part time status. Your work history should includethe duties you performed, any supervisory or lead responsibilities, and any equipment or computer software used.CBI: Must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility. Dueto CJIS requirements related to system access, the following will result in being disqualified for this position: Felony Convictions, FelonyDeferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, an Open Arrest for Any CriminalOffense (Felony or Misdemeanor), and Family Violence Convictions. Please Click here to find more information.Secondary Employment: All Austin Police employees are prohibited from accepting or engaging in any secondary employment that might conflict or interfere with anemployee's duty and responsibility to the Department.APD must review all secondary employment.Employees are required to submit a Secondary Employment Application for review and approval upon being hired with APD, as well as current APD employees considering Secondary employment.Benefits: Working with the Austin Police Department provides a number of health and welfare benefits, such as medical, paid leave time, retirementplan, training opportunities and more. Please click here to find more information.Travel: If you are selected for this position and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive whennecessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.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 datelisted. All application steps,