Mgr, AE Customer Service - Customer Assistance Program

City of Austin

6d•Hybrid

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. The position will serve to manage rapidly expanding Customer Assistance Programming at Austin Energy, including CAP discounts, Medically Vulnerable Registry, Plus 1 financial assistance, Arrearage Management Program, and the weatherization program. The position will also be responsible for managing outreach efforts throughout the year and during storm events. The position provides guidance to staff members in prioritizing workloads, working with vulnerable and sensitive populations, and in managing performance to meet Council and AE goals. Austin Energy Customer Service Manager Purpose: Under minimal direction with considerable latitude for the use of initiative and independent judgement, this position oversees the management of customer service day-to-day operations for the assigned Austin Energy (AE) Customer Service area.

Requirements

Knowledge of customer service operations, techniques, and processes.
Knowledge of residential and commercial call center service provision.
Knowledge of utility billing practices, utility industry, and business operations.
Knowledge of automated information and internal control systems.
Knowledge of applicable processes, techniques, and methods.
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 coursework 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 leading employees on customer care teams.
Experience coordinating and supporting projects and work streams that include multiple external stakeholders.
Experience supervising five or more direct reports.
Experience improving existing business processes and creating new business processes.
Experience working with vulnerable populations and underserved communities
Experience formulating team policies, operating procedures, and training.
Experience delivering reports and presentations on key performance metrics and program goals.
Experience analyzing data (financial, customer, demographic, and performance) to identify problems and opportunities.
Ability to travel to more than one work location.

Responsibilities

Personnel management (work assignments, evaluation and staff development)
Program development (enhancements, expansions, new initiatives) and implementation, including budget management and quality assurance
Collaboration with internal peers and external partners through routine and ad-hoc methods to provide seamless customer service and ensure policies and practices are in alignment with other AE workgroups
Plan, coordinate and participate in outreach efforts and events for both general community awareness and emergency response.
Ensures 24/7 management operations for AE customers to meet customer service 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 the operation of the AE Customer Service 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 functions.
Manages and responds to customer 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, 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.