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 and Certifications Required:

• None.

Notes to Applicants
Shift assignment for candidates selected will be determined based on business need and is subject to change at management's discretion.

This is an Essential Position, 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. Teleworking is not available for this position.

Shift Incentives: Shift work includes shift differential incentives for evening, night shifts and weekends.

This is a temporary position that is expected to last between twelve to eighteen months in Austin Water's Dispatch division. As a temporary position, it is not benefits eligible.

When completing the City of Austin employment application:

• Please be sure to detail on the application all previous employment that you wish to be considered as part of your qualifications.
• A detailed, complete employment application is required. It helps us to better evaluate your qualifications and will be used to determine salary if you are selected for this position. Be sure to provide job titles and employment dates for all jobs you wish to be considered.
• A resume and cover letter will not substitute for a complete employment application. Do not use the phrase, "see resume" to complete your employment application or answer supplemental questions. That will be considered incomplete. Incomplete applications will not be considered.

If you are selected for hire:

• Verification of your education (which may include high school graduation or GED , undergraduate and/or graduate degrees) is required. You must provide proof of education from an accredited organization or institution. You must also provide proof of your professional licenses or certifications.
• If you are in the military or are a military veteran, you will need to provide a copy of the Member 4 page of your DD-214 prior to confirming a start date.
• A criminal background investigation is required.

Effective October 1, 2014, all Austin Water worksite locations are tobacco-free.
Use of tobacco products and/or a-cigarettes is not permitted on any AW worksite - including construction sites, parking lot, garage or in any personal vehicle located on the premises.


Preferred Qualifications
Preferred Experience:

• Bilingual in English and Spanish.
• Experience with customer service in a high-volume call center environment.
• Experience with two-way radio experience, dispatching field crews.
• Experience using geographic information systems ( GIS ) or other geographic mapping software.
• Experience with an automated billing system (e.g. the City of Austin Customer Care and Billing System - CC&B).

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
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.