Customer Service Supervisor - Commercial

Minimum Qualifications
Education and/or Equivalent Experience:

• Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a related field, plus five (5) years of experience providing customer service, two (2) years of which were in a lead or supervisory capacity.
• Experience may substitute for education up to a maximum of four (4) years.

Licenses or Certifications:

• None.

Notes to Applicants
This Supervisor position handles complex tier 2 escalations for commercial utility accounts. Work includes in depth investigation and analysis of commercial metered utility accounts, researching usage, verifying rates, problem solving, investigating anomalies for possible causes and resolutions, creating detailed and comprehensive spreadsheets and documents to present utility usage and costs, preparing written and oral summaries, and initiating, authorizing, and/or processing billing adjustments and account corrections in accordance with established procedures.

This position is also responsible for coaching and developing a team, completing call handling and performance audits, developing, revising, implementing standard operating practices, policies, and procedures for the section/division, and managing assigned utility projects. Determining goals/objectives/resource requirements for activities within the division. This position to also provide leadership, guidance, and technical advice to other key personnel.

Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more. Please click HERE for more information.

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.
• Résumés will not be accepted and statements such as “see résumé” 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.

Fair Labor Standards Act:

• This position is considered FLSA Exempt. Exempt employees are salaried and, except as provided, are not eligible for overtime compensation.

Assessments:

• Your skill level in some of the competency areas for this job may be assessed through skills testing.

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.

Related Work Experience:

• For this position related work experience includes: Handling complex tier 2 commercial escalations. Providing direct one on one expertise to customers. Case management. Creating spreadsheets to present facts. Conducting account audits and researching anomalies. Preparing written summaries to present to customers/management. Coaching and developing a team and monitoring performance metrics. Managing assigned utility projects. Providing leadership and guidance to other key personnel. Audits accounts and authorizing/processing billing adjustments. Partnering with other City departments. Develops, revises, and implements standard operating practices, policies, and procedures for the section/division. Call handling and performance audits. Determines goals/objectives/resource requirements for activities within the division.

Pay Range
$29.23 - $36.54 per hour
Hours
Monday thru Friday,
Varying from 7:00 a.m. to 6:00 p.m.
Will require possible nights/weekends/holidays during outage response/incident command.
Schedule is subject to change to meet business needs.
Job Close Date 10/08/2024 Type of Posting External Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 4815 Mueller Blvd, Austin TX Preferred Qualifications
Preferred Experience:

• Experience in a leadership role in a high volume contact center, coaching and developing agents on workplace performance.
• Experience managing multiple channels of customer communication.
• Experience handling escalated issues from commercial customers.
• Experience providing products or services for commercial customers.
• Experience working in the metered utility industry.
• Experience managing multiple priorities in a fast paced work environment.
• Experience using CC&B or other billing and account system.

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.


Resolves customer conflicts and provides options to ensure customer satisfaction. Develops, revises, and implements standard operating practices, policies, and procedures for the section/division. Determines goals/objectives/resource requirements for activities within the division. Oversees billing collection and payment arrangement functions. Reviews and approves account documentation. Provides technical advice and assistance to employees, city management, contractors, and citizens. Coordinates division activities with other divisions and departments. Ensures all Citizen Assistance Forms are assigned to respective sections and processed within set deadlines. Prepares financial summaries, performance measures, data, and reports for management review. Plans, develops, implements and conducts on-going education and in-service training programs.

Responsibilities - Supervisor and/or Leadership Exercised:

• Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.

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 rate structures, utility usage, and conservation methods.
• Knowledge of utility conservation methods and procedures applicable to commercial, industrial or residential uses.
• Knowledge of supervisory and managerial techniques and principles.
• Knowledge of city practice, policy and procedures.
• Skill in oral and written communication.
• Skill in using computers and related software.
• Skill in data analysis and problem solving.
• Skill in planning and organizing.
• Skill in handling multiple tasks and prioritizing.
• Ability to calculate services and rate classification for commercial, industrial or residential applications.
• Ability to work with frequent interruptions and changes in priorities.
• Ability to establish and maintain good 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.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* This position requires graduation with a Bachelor’s degree from an accredited college or university with major coursework in a related field, plus five (5) years of experience providing customer service, two (2) years of which were in a lead or supervisory capacity. Experience may substitute for education up to a maximum of four (4) years. Do you meet these minimum qualifications?

• Yes
• No

* Describe your experience as a supervisor in a high volume contact center, managing direct reports on job performance and workplace conduct. In which position(s) listed on your application did you gain this experience?
(Open Ended Question)
* Describe your experience handling escalated issues from commercial customers. In which position(s) listed on your application did you gain this experience?
(Open Ended Question)
* Describe your experience providing products or services to commercial customers. In which position(s) listed on your application did you gain this experience?
(Open Ended Question)
* Describe your experience managing multiple priorities in a fast paced work environment. In which position(s) listed on your application did you gain this experience?
(Open Ended Question)
* Describe your experience with CC&B billing or any other automated billing and account system. In which position(s) listed on your application did you gain this experience?
(Open Ended Question)
* Describe your experience with electric meter installations for residential and commercial customers.
(Open Ended Question)
* Describe your experience managing multiple channels of customer service and communication. In which position(s) listed in your application did you gain this experience.
(Open Ended Question)
* This position is classified as an “essential” position. The candidate must be able to work during emergencies or bad weather if they are scheduled to work and, in some cases, when they are not scheduled. Shifts may change according to departmental needs and work hours may include after hours, holidays, and weekends. Are you able to meet these schedule requirements?

• Yes
• No

* This position requires a criminal background check. By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.

• I acknowledge and understand this position requires a Criminal Background Check.

Optional & Required Documents

Required Documents Optional Documents

• 

• City of Austin

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