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About the Role

Under general supervision, this position is responsible for handling customer questions, complaints, and billing inquiries, including receiving inquiries via email, fax, or phone, resolving customer issues with one call resolution, and verifying customer account and active services using various databases and software applications.

Responsibilities

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.
May train others.
Responsible for radio, telephone and dispatching communications to customers and field service crews.
Initiates service requests and work orders.
Ensures that calls are received, reviewed, documented, and referred to appropriate parties for resolution.
Provides assistance to field service crews via 2-way radio.
Conducts notifications for water outages, main breaks, and street cuts.

Requirements

Graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service.
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.
Ability to travel to more than one work location.
If 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.
All Austin Water employees are prohibited from accepting or engaging in any secondary employment that might conflict or interfere with an employee’s duty and responsibility to the Department.
Employees are required to submit a Secondary Employment Application for review and approval upon being hired with Austin Water, as well as current Austin Water employees considering secondary employment.
All Austin Water worksite locations are tobacco-free. Use of tobacco products and/or e-cigarettes is not permitted on any AW worksite – including construction sites, parking lots, garages or in any personal vehicle located on the premises.

Skills

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.
Bilingual in English and Spanish.
Experience working in a utility or similarly-regulated environment.
Customer service experience in a high-volume call center environment.
Experience using two-way radio to dispatch field crews.
Experience using geographic information systems (GIS) or other geographic mapping software.
Experience with automated billing system (e.g. the City of Austin Customer Care and Billing System – CC&B).
Database or software experience, including data entry and researching customer account information.
Experience creating, routing, tracking, filing, and maintaining generated service requests.

Location

Glen Bell Service Center
3907 S Industrial Dr, Austin, TX 78744

Work Type

24/7 operation
on-call availability
mandatory service in certain situations
overtime
weekends
nights
holidays
during bad weather events

Experience Level

two (2) years of experience in billing, credit counseling, or customer service

Education Level

Graduation from an accredited high school or equivalent

Salary/Compensations

$23.76 - $27.32

Benefits

medical
paid leave time
great retirement plan
training opportunities

About the Company

For over 100 years, Austin Water has been committed to providing safe, reliable, high-quality, and affordable water services to our customers.
Today, we serve over 1,000,000 people in the Austin metropolitan area, across more than 548 square miles.
As one of the fastest-growing cities in the country, we’re not just keeping up—we’re leading the way with sustainable infrastructure, advanced treatment technology, and environmental innovation.
Austin Water consistently ranks among the best in the country when it comes to water quality.
We also treat, return, and recycle wastewater in ways that protect environmental resources.
Austin Water exceeds federal and state requirements for clean water and environmental compliance at our water and wastewater treatment plants.
At the City of Austin, we are more than just an employer—we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities.
As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles – Empathy, Ethics, Excellence, Engagement, and Equity – that anchor our delivery of services that significantly impact the lives of Austinites.
Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.
Make a Difference: Join a team driving meaningful change in one of the fastest-growing cities in the nation.
Value and Innovation: Work in an environment where employees are valued, and innovation thrives.
Competitive Benefits: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
Retirement Security: Plan for the future with the City of Austin Employees' Retirement System.
Sustainable Transportation Options: Commute easily with access to public transit and bike-friendly infrastructure.
Focus on Wellness: Stay healthy through wellness programs, on-site fitness centers, and mental health support.
Career Growth: Advance your skills and expertise with professional development and leadership opportunities.
Modern Workspaces: Work in innovative and sustainable environments that foster collaboration and inspiration.
By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.

Equal Opportunity

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.
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.