Customer Service Representative Senior - Austin, United States - Energy Central
Description
**Location:** Austin , TX US 73301 **Rqd Education:** High School or Equivalent **Rqd Experience:** 2 - 5 years **Posting Title**
Customer Service Representative Senior (Reserved for City Employees)
**Job Requisition Number**
AE502478
**Position Number**
109261
**Job Type**
Full-Time
**Division Name**
Customer Care
**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.
**Licenses and Certifications Required:**
None.
**Notes to Applicants**
**Position Description**:
The Customer Services Representative Senior duties include coaching agents, tracking questions and data to identify knowledge based deficiencies. Handle high-level escalated customer calls concerning COA utility accounts. Conduct team meetings and present feedback to business groups. This position is classified as essential.
**Employment Application:**
The City of Austin employment application is an official document; incomplete applications will not be considered.
**Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications**.
The Employment Record should be complete with job titles, employment dates, job duties, functions, and responsibilities for each position held. Starting salary will be based on overall relevant experience from your application.
Resumes will not be accepted and statements such as "see resume" will not be accepted. You may use "N/A" for fields that are not applicable.
Please note that Austin Energy may close the job posting at any time after 7 days from the date of the initial advertisement. Once the job posting has closed, applications cannot be changed.
**If you are selected as a top candidate:**
Verification of your education (which may include high school graduation or GED , undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution..
If you are identified as a top candidate and are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.
This position requires a criminal background investigation.
**Work Schedule:**
This position is categorized as Essential Personnel with the City of Austin. Essential staff are required to work during emergencies or bad weather if they are scheduled to work and, in some cases, when they are not scheduled. Essential employees ensure the continuance of key operations for the City of Austin.
Work hours may include after hours, holidays, and weekends.
Shifts may change according to departmental needs.
Employee may be required to work additional hours outside of regular work schedule.
**Pay Range**
$ $26.41
**Hours**
Mondays through Fridays w/ Rotating Saturdays, 12-9pm.
**Job Close Date**
09/05/2021
**Type of Posting**
Reserved for City Employees
**Department**
Austin Energy
**Regular/Temporary**
Regular
**Grant Funded or Pooled Position**
Not Applicable
**Category**
Professional
**Location**
4815 Mueller BLVD Austin TX 78723
**Preferred Qualifications**
Experience working in an inbound call center and familiar with call center technology and functions (i.e. Avaya and other telephony systems)
Experience working in Austin Energy's Residential Utility Contact Center
Experience providing training and coaching
Experience managing tier 2 level escalations
Experience with Oracle's, CC&B or any other billing system
Bilingual in English and Spanish
Experience reviewing and managing reports from other workgroups. (ie. ARR , AW, RMC , etc.)
Experience managing outage queues and delegating support for call backs
**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.
**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 or TTY ****About this Employer?****
Austin Energy is one of the largest publicly owned electric utilities in the nation, providing low-cost reliable power to more than 500,000 customers and more than 1 million residents. Our mission is to deliver clean, affordable, reliable energy and excellent customer service.
We are industry leaders in conservation and renewable energy, developing some of the most comprehensive energy efficiency programs in the nation. We purchase renewable energy from wind, solar and biomass facilities to minimize our impact on the environment, and are recognized as a top-ranked Texas utility for green power sales.
As a publicly owned utility, we do more than provide power to our customers. We participate in dozens of community outreach events each year, contribute to Austins economic growth and continue to make strides in our commitment to environmental excellence.