Utility Account Supervisor - Utility Customer Service Center

City of Austin•Austin, TX

1d•$65,390 - $81,740•Onsite

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. Daily supervision of Utility Customer Service Center staff including: reconciling daily vendor, bank, and CC&B financial transactions, ensure that the UCSC Deposit Control is balanced daily, research and resolve any discrepancies, provide coaching and corrective action to direct reports, work closely with Austin Energy Finance, Utility Contact Center, Credit & Collections, and Treasury to ensure payments are posted and reconciled accurately, assist in the completion of daily payment processing and customer service requests as needed, development of direct reports, resolving customer escalations while working with the Escalations Department to ensure customer satisfaction. Development, revision and implementation of standard operating procedures, policies, and practices. Serve as a leader on workgroup projects, assign tasks, supervise the completion of work, and report findings to your manager. Preparation and delivery of performance appraisals to direct reports. Creation of reports to show performance measure trends and direct report progress for management review. Perform routine and adhoc direct report financial audits. Job Description: Utility Account Supervisor Purpose: Under general direction, supervises the operations and activities of personnel in the administration of City of Austin utility account management services including billing, collections, and payment processing. Duties, Functions and Responsibilities: Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned. 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. Determines goals/objectives/resource requirements for activities within the 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.

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, 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.
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.

Nice To Haves

Experience working in a Customer Service environment and knowledge of excellent customer service skills.
Experience working with cash handling procedures including the processing of in-person payments, account reconciliation, and reconciling a cash till in a fast-paced environment.
Experience working with a table-based billing system such as Oracle's Customer Care and Billing.
Experience working in and supervising a retail, banking, financial services, or utility branch office.
Experience handling customer escalations.
Experience developing, revising, and implementing standard operating procedures, practices and policies.
Experience processing utility service starts, stops, and transfers.
Bilingual in English and Spanish
Experience using Microsoft applications, including Excel, Outlook, and Word.
Experience coaching and developing a team of direct reports.

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.
Determines goals/objectives/resource requirements for activities within the 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.