Uncategories Customer Service Representative (311) - 3 positions - Austin Energy - Austin, TX

Customer Service Representative (311) - 3 positions - Austin Energy - Austin, TX

November 26, 2015


Graduation from High School or equivalent, plus two (2) years experience in billing, credit counseling, or customer service.

Notes to Applicants

Applications are considered incomplete if they don’t include a copy of the AE CSR 2015 Scorecard.

Pay Range

$17.93 – $22.32 per hour


Hours

Austin 311 is a 24/7 operation. Work hours may change according to departmental needs. Work hours may include after hours, holidays, and weekends.


Job Close Date


11/30/2015


Type of Posting

External


Department

Austin Energy


Regular/Temporary

Regular


Grant Funded or Pooled Position

Not Applicable


Category

Clerical


Location

Rutherford Lane Campus, Austin


Preferred Qualifications

– One (1)year experience utilizing Motorola PremierOne CSR system

– One (1)year experience working in a Government/Municipal 311 Contact Center

– Ability to work any shift, including nights, weekends and holidays in addition to hours outside regular work schedule

– Ability to effectively communicate

– Ability to multi-task and make effective decisions in a fast-paced, high-volume call center environment

– Ability to maintain composure and independently follow procedures should a call become a 9-1-1 emergency call.

– Fluency in speaking and understanding both English and Spanish is desired


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:


    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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