Utility Account Supervisor - Customer Solutions

City of Austin • Austin, TX

5d • Onsite

About The Position

This position resides in the Customer Solutions work group within Customer Care. The Utility Account Supervisor (UAS) is responsible for supervising the operations and activities of personnel in the administration of city services. This position provides technical advice and assistance to employees, city management, contractors and citizens. Responsibilities include resolving customer conflicts and providing options to ensure customer satisfaction. The Utility Account Supervisor also ensures all Citizen Assistance Forms (CAFs) are assigned to respective sections and processed within set deadlines. The UAS develops, revises and implements standard operating practices, policies and procedures for the work group. The position determines goals/ objectives/ resource requirements for activities within the work group. The UAS is responsible for the full range of supervisory activities including selection, training, evaluation, counseling and recommendation for dismissal.

Requirements

• 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 practices, policies, 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.
• 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, including two (2) years of experience which were in a lead or supervisory capacity.
• Related experience may substitute for education up to a maximum of four (4) years.

Nice To Haves

• Experience leading, supervising or managing employees in an electric, water or gas utility billing or customer service environment related to meter to cash.
• Experience prioritizing, assigning and implementing a quality monitoring program for an operation.
• Quality assurance experience regarding call handling and performance audits.
• Experience mentoring, training, developing and coaching employees.
• Experience partnering with other City departments and staff to resolve complex escalations regarding metered utility accounts, i.e., electric, water or gas.
• Experience communicating (oral and written), coordinating and handling complex customer escalations.
• Experience working in Oracle’s CC&B system or other table-based customer information billing systems.
• Intermediate to advanced proficiency using Microsoft applications, including Excel and SharePoint.
• Experience developing, revising and implementing standard operating procedures, practices and policies.
• Experience and knowledge regarding city or state government regulations and tariffs.

Responsibilities

• Supervises utility account management activities to ensure timely and correct data related to bill production.
• Assists in resolving customer conflicts and provides options to ensure customer satisfaction.
• Develops, revises, and implements standard operating practices, policies, and procedures for the section/division.
• Oversees billing, collections, payment, and payment arrangement functions.
• Reviews and approves account documentation.
• Ensures accuracy of City of Austin Utilities systems of record.
• Provides technical advice and assistance to employees, City management, contractors, and citizens.
• Coordinates division activities with other divisions and departments.
• Prepares financial summaries, operational performance measures, data, and reports for management review.
• Plans, develops, implements, and conducts ongoing education and in-service training programs.
• Provides employees with guidance in handling difficult or complex problems and resolves escalated complaints or issues.
• Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.

Benefits

• Low-cost medical, dental, vision
• Paid leave time
• Highly competitive retirement plan
• Career development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level