Customer Service Representative

Minimum Qualifications
Education and/or Equivalent Experience:

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

Licenses or Certifications:

• None.

Notes to Applicants
This position primarily supports the Fleet Mobility Services Acquisitions program through
resolving customer issues with one call resolution; verifying customer account and active services using various databases and software applications; researching customer account information to explain services, charges, and adjustments; logging warranty information into databases and preparing, recording and submitting warranty claims to the factory; and other responsibilities as assigned.

A detailed and complete job application is REQUIRED and helps us to better evaluate your qualifications. In completing your job application, please be sure to provide a COMPLETE employment history regarding any and all relevant work experience that you would like for us to consider. Please be thorough in completing the employment application and list all experience and education that is relevant to this position. For each position, please describe your specific experience as it relates to the minimum and preferred qualifications. This information will also be used to determine salary in the event that you are selected for this position. You will not be given the opportunity to provide additional work experience once you complete and submit your job application. Furthermore, if selected as the top candidate, you will not be permitted to present additional work experience for salary calculation purposes.

When completing the Supplemental Questions, please note that your answers to the supplemental questions must be supported by information contained in your application.

Please note that position's location and/or schedule is subject to change based upon business needs.

This position may require a skills assessment.

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 when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

Applicants are encouraged to apply as soon as possible. The department reserves the right to close the posting after 7 calendar days.

This posting does not have the option to submit a cover letter or resume.

To view the City of Austin Recruitment Video, please click here!

To view Fleet Mobility Services Recruiting Information, please click here!

Working with the City of Austin provides a number of benefits including medical, paid leave time, a great retirement plan, training opportunities and more! Click HERE for more information.

Preferred Qualifications
Preferred Experience:

• Experience in the automotive industry or a related industry
• Strong background in a customer service, with a strong understanding of best practices
• Demonstrated ability to work efficiently and effectively in a very fast paced environment
• Excellent communication skills, with experience interacting with employees at all levels and external customers
• Experience working both independently and collaboratively within a team
• Proficiency in Microsoft Office Suite to include Word, Excel, and Outlook
• Ability to travel to multiple work locations

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 - Supervisor 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.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA
The City of Austin is committed to compliance with the Americans with 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 Texas Relay by dialing 7-1-1.

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS , AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.
Information For City Employees: If you are an employee within the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.