Supervisor, Customer Service - Austin 311

City of Austin

5d•$62,280 - $77,850•Onsite

About The Position

The Customer Service Supervisor in the Austin 3-1-1 Call Center plays a critical role in supporting seamless operation of the 24x7 city-wide contact center which serves numerous City of Austin (COA) departments and over 47 divisions. The AE Customer Service Supervisor is responsible for a range of activities from Call Center Operations, process and procedure communication, after action review with root cause analysis, supporting crisis calls and incident command, and end to end hiring and on-boarding, employee development and recognition, ensuring requester satisfaction with 311 customer service, continuous improvement of programs and processes managed by Austin 3-1-1, and addressing resident escalations.

Requirements

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.
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.
Intermediate to advanced proficiency in Microsoft Office.
Ability to communicate effectively in verbal and written form, in both English and Spanish.

Nice To Haves

Experience fostering and supporting a positive customer experience driven work environment.
Experience managing large-scale high-volume contact centers (ex. 211, 311, 411, 911) within the municipal or government environment including oversight of 24/7 operations serving the city residents and utility customers.
Experience supervising, training and leading hybrid or remote teams in an inbound call center environment exceeding 1,000,000 annual customer interactions across multiple channels (phone, chat, e-mail) with both full time employees and contractors.
Experience managing call center and technologies processes and performance tools such as Workforce Management, Service Level Management, Telephony platforms, and Customer Relationship Management systems (ex. Motorola PremierOne CSR).
Experience managing and responding to crisis management, business continuity and emergency incident command situations, ensuring interrupted essential services and incident command tools (VEOCI).
Experience communicating complex operational or technical information, including performance metrics and analytical findings through clear reports and presentations to upper management.
Experience utilizing root cause analysis and continuous improvement methodologies such as Lean 6 Sigma and ISO to enhance customer experience and operational efficiency, as well as working with personal projects across business units.
Ability to prioritize and manage multiple initiatives and timelines, balancing workload against operational risk, cost impact and customer service objectives.

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 ongoing education and in-service training programs.
Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.