Austin Water - Customer Service Supervisor

City of Austin•Austin, TX

About The Position

JOIN THE CITY OF AUSTIN TEAM 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 – anchors in delivering 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. What Makes the City of Austin Special? 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. ABOUT AUSTIN WATER: 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. Job Description: Purpose: Under general direction, supervises the operations and activities of personnel in the administration of city services, to assist customers in obtaining and maintaining services, and to educate and inform consumers. Position Overview: The Customer Service Supervisor position is responsible for supervising the staff operating a 24/7 dispatch call center, (Customer Service Contact Center), including handling phone, radio calls and email requests from internal and external customers with emergency and non-emergency issues pertaining to water and wastewater assets maintained by the City of Austin. In addition, this position is responsible for overseeing the logging of customer calls, funneling service requests to the right operations work group, quality control and documentation of work performed by all CSR's, having knowledge of City of Austin procedures as well as Austin Water procedures. This position is also responsible for call center data, employee training and coaching, running reports and maintaining standards. Teleworking and Alternative Work Schedules are available, after initial training period.

Requirements

Graduation with a Bachelors 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.
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.
This position requires a valid Texas Class C Driver License or the ability to acquire one by your hire date.
External New Hires must meet the City of Austin’s Driver Record Evaluation (DRE) requisite. To be considered for a driving position, applicants cannot have more than three moving violations or a total of six Driver Record Evaluation points within a period of thirty-six (36) months.

Nice To Haves

Experience in a utility or similarly regulated entity and/or experience dispatching service crews using 2-Way Radio Base Station, or other type of radio communications.
Knowledgeable in the operation and support of a high volume inbound 24/7 call center and experience managing complex employee schedules including approval of employee leave and ensuring adequate coverage to meet business needs.
Demonstrated experience working effectively with other departments or units within an organization to meet business objectives, experience communicating a clear vision and strategic direction for employees and providing training to meet performance goals.
Experience in a lead or supervisory role developing and implementing team performance measures, tracking metrics, and identifying performance gaps to improve quality of service, database experience and the ability to collect data in a variety of formats, data entry, and produce reports.
Strong organizational skills and demonstrated experience in planning, organizing, and working with frequent interruptions and changes in priorities.

Responsibilities

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