Customer Service Representative - Austin Water

About This Position

About Austin Water:
For over 100 years, Austin Water has been committed to providing safe, reliable, high-quality, and affordable water services to our customers. Today, we serve over 1,000,000 people in the Austin metropolitan area, across more than 548 square miles. As one of the fastest-growing cities in the country, we're not just keeping up—we're leading the way with sustainable infrastructure, advanced treatment technology, and environmental innovation.

Austin Water consistently ranks among the best in the country when it comes to water quality. We also treat, return, and recycle wastewater in ways that protect environmental resources. Austin Water exceeds federal and state requirements for clean water and environmental compliance at our water and wastewater treatment plants.

Purpose:

Under general supervision, this position is responsible for handling customer questions, complaints, and billing inquiries.

• Receives inquiries from customers, contractors, and other city departments via email, fax, or phone.
• 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.

May train others.

• 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.

Graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service.

None.

• Bilingual in English and Spanish.
• Experience working in a utility or similarly-regulated environment.
• Customer service experience in a high-volume call center environment.
• Experience using two-way radio to dispatch field crews.
• Experience using geographic information systems (GIS) or other geographic mapping software.
• Experience with automated billing system (e.g., the City of Austin Customer Care and Billing System - CC&B).
• Database or software experience, including data entry and researching customer account information.
• Experience creating, routing, tracking, filing, and maintaining generated service requests.
• Ability to travel to more than one work location.

This position is responsible for radio, telephone and dispatching communications to customers and field service crews, initiating service requests and work orders, ensuring that calls are received, reviewed, documented, and referred to appropriate parties for resolution, providing assistance to field service crews via 2-way radio, and conducting notifications for water outages, main breaks, and street cuts.

$23.76 - $27.32 per hour

Glen Bell Service Center: 3907 S. Industrial Drive, 78744

Call center has multiple shifts covering a 24/7 operation, requiring on-call availability and mandatory service in certain situations. All shifts may be required to work overtime, on-call, weekends, nights, holidays, and during bad weather events. Shift assignments will be based on business need at time of hire and are subject to change at management discretion.

Working with Austin Water provides a number of health and welfare benefits, such as medical, paid leave time, a great retirement plan, training opportunities and more.