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
Overview
The primary role of this position is to provide assistance to the general public of the Greater Austin area regarding inquiries, complaints, and education on policies and procedures to obtain an Environmental Health permit. Duties include operating within rotational assignments, processing payments, issuing refunds, and performing general ledger adjustments. Exceptional office skills are necessary for prioritizing tasks, meeting deadlines, and supporting department objectives and special projects. Safeguarding public information and collaborating across departments is essential. Proficiency in specialized software and databases is required to maintain customer information and support internal audits and hearings.

APH Information:

• This position supports Austin Public Health's Mission and Core Purpose identified in the Austin Public Health Strategic Plan .
• Departmental Competencies related to the position can be found on Austin Public Health's website .

If you are selected to Interview:

• This position will have in-person interview(s).
• This position will require a pre-employment Criminal Background Investigation ( CBI ).
• If you are identified as a top candidate, verification of your education, including High School graduation or GED , undergraduate, and graduate degrees, will be required.
• An assessment may be required for this position.

Immunization Requirement:

• Due to high-risk areas, Austin Public Health employees must comply with the department's immunization policy.

Regarding your Application:

• A detailed, complete City of Austin employment application is required to evaluate your qualifications. Please be thorough in completing the employment application and list all experience that is relevant to this position. The application and resume must include dates (month and year) for each job history entry. In addition, the resume information must match the information on the application.
• Please describe your specific experience as it relates to the minimum and preferred qualifications when responding to the supplemental questions on the application.
• Work experience listed must include month, year, and a verifiable Supervisor or Human Resources phone number. Incomplete applications will not be considered.
• Each individual who submits an Application as provided in the Municipal Civil Service Rules and meets the Minimum Qualifications for a Competitive Position shall be considered a Candidate for that Position. Employees, in Good Standing, who are candidates within the Department or division that the Position resides in and who meet the Minimum and Preferred Qualifications (if any) of the Position will be included in the initial interview.
• The responses to the supplemental questions should reference the employment history listed in the employment history section. Once the requisition has closed, the application cannot be changed to update work history, supplemental questions, or any other information.

Salary and Benefits:

• Salary is commensurate with experience and qualifications. This position comes with a comprehensive benefits package consisting of medical and dental coverage, paid sick, vacation, and personal time, and a retirement plan.

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.

Electronic Notification to Applications:

• Applicants will be notified via e-mail to communicate important information related to the status of their application as part of an ongoing effort to increase operational efficiency, promote a green environment and minimize delays and costs.
• Please ensure that the email address and contact information you provide are current, secure, and readily accessible to you. We will not be responsible in any way if you do not receive our e-mails or fail to check your inbox in a timely manner
• Applicants are encouraged to apply immediately. Please note that the Department may close the job posting at any time after 7 days.
• When public health responds to an emergency you may be assigned activities that are outside your regular job description. This may involve responding at any time, including nights and weekends with possible deployment to locations other than the Austin Public Health.
• This position is eligible for Public Service Loan Forgiveness ( PSF ) Program. This program is a federal program that is intended to encourage individuals to work in public service by forgiving the balance of their federal student loans.

Preferred Qualifications
Preferred Experience:

• Ability to provide Bi-lingual services in Spanish and English (Oral and Written).
• Ability to provide leadership and training to staff.
• Ability to assist in developing and updating processes.
• Ability to deliver and provide equitable service to Limited English-Speaking customers.
• Ability to demonstrate escalation management skills for internal and external customers.
• Ability to demonstrate cash handling (reconciliation) experience.
• Ability to work with a culturally diverse workforce with differing work styles, and cultural norms.
• Ability to travel to multiple locations.
• Experience working in a regulatory department performing task that are repetitive, time sensitive, and require attention to detail, to process permits accurately and efficiently.

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 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.