Austin Energy Customer Account Manager

City of Austin

23h•Onsite

About The Position

At the City of Austin, we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities, grounded in principles of Empathy, Ethics, Excellence, Engagement, and Equity. 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. The City offers opportunities to make a difference, values innovation, provides competitive benefits, retirement security, sustainable transportation options, wellness programs, career growth, and modern workspaces. This specific position, the Austin Energy Customer Account Manager, will lead and support cross-functional initiatives to improve the customer experience, earn the trust of Revenue Measurement & Control (RMC) stakeholders, and manage contract/vendor performance. The RMC Customer Account Manager will be accountable for organizational Performance Reporting, Business Intelligence, Data Analytics, Contract Management, Workforce Management, Process Improvement, Field Service Automation, Dispatch and Support. Under minimal direction with considerable latitude for the use of initiative and independent judgment, this role oversees the management of financial and account management of day-to-day operations for the assigned Austin Energy (AE) Customer Account Management area.

Requirements

Knowledge of Payment Processing, Cash Handling, Credit and Collections, Billing or Customer Account Management operations, techniques, and processes.
Knowledge of automated information and internal control systems.
Knowledge of utility billing practices, utility industry and business operations.
Knowledge of applicable processes, techniques, and methods.
Knowledge of accounting, bookkeeping, and budget procedures.
Knowledge of supervisory and management techniques and principles.
Skill in handling multiple tasks and prioritizing.
Skill in using computers and related software applications.
Skill in data analysis and problem solving.
Skill in planning and organizing.
Skill in oral and written communication.
Skill in identifying and assessing potential process improvements.
Ability to establish and maintain professional relationships with internal and external customers.
Ability to resolve complex problems or situations.
Ability to compile division reports.
Ability to understand and explain industry trends, processes, and procedures.
Ability to manage multiple programs, projects, and tasks.
Ability to work with frequent interruptions and changes in priorities.
Ability to train others.
Ability to quickly recognize and analyze irregular events.
Graduation with a bachelor's degree from an accredited college or university with major course work in a field related to the job, plus four (4) years of related experience, including two (2) years of experience which were in a supervisory capacity.
Experience may substitute for education up to four (4) years.

Nice To Haves

Experience in the Meter-to-Cash function in a Utility (electric, gas, water).
Experience overseeing cross-functional projects, leading teams across different work units.
Experience managing field and support services in a utility environment.
Experience leading Automation and Quality Assurance process improvements including data analytics.
Experience managing multi-million-dollar contracts including vendor performance management and quality assurance.
Knowledge of and experience in applying project management and continuous improvement principles and methodologies.
Demonstrated experience developing and presenting technical information to non-technical audiences.
Skill and experience in applying data analytics, identifying trends, and implementing process improvements to enhance the customer experience.
Intermediate proficiency with Microsoft Excel.

Responsibilities

Ensures 24/7 management operations for AE Customers Account functions to meet financial and business operations and standards.
Develops performance measures, evaluates performance, and recommends appropriate actions to correct performance deficiencies.
Prioritizes operations scheduling.
Provides recommendations for the development, implementation, and evaluation of programs and activities related to the operation of the AE Customer Account areas.
Reviews, analyzes, and implements process improvement techniques to enhance AE's service to its customers.
Evaluates and provides recommendations regarding new technology and methods for possible utilization in AE's customer service and account management functions.
Provides necessary information to support customer service resolution of customer account escalations.
Manages activities including the development, monitoring, and tracking of departmental budget expenditures.
Prioritizes projects and work activities.
Coordinates division/section activities with other departments.
Analyzes customer survey, benchmarking, and quality assurance data.
Provides recommendations in the development and revision of policies, procedures, and strategic goals and objectives.
Represents department at meetings with State agencies, government officials, vendors, and other City departments or the public.
Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.