Austin Energy Customer Service Manager

Job Description:

Austin Energy Customer Service Manager

Description

Minimum Qualifications
Education and/or Equivalent Experience:

• 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.

Licenses and Certifications Required:

• None.

Notes to Applicants
Under minimal direction, oversee the day-to-day operations of the Austin Energy Customer Solutions business area. Primary responsibilities include responding to and coordinating resolution for customer escalations; managing the 24/7 operations, including prioritizing project and work activities, to ensure timely customer resolution and business operations; coordinating and leading process improvement activities and projects across the department and city; develop and analyze customer and operational data and reports, e.g., survey results, performance metrics, trend analyses, etc., to recommend and implement process improvements; leading organization-wide meetings focused on improving the customer experience; and managing and tracking budget and contract expenditures.

Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more. Please click HERE for more information.

Employment Application:

The City of Austin employment application is an official document; incomplete applications will not be considered.

• Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
• The Employment Record should be complete with job titles, employment dates, job duties, functions, and responsibilities for each position held. Starting salary will be based on overall relevant experience from your application.
• Résumés will not be accepted and statements such as “see résumé” will not be accepted. You may use “N/A” for fields that are not applicable.
• Please note that Austin Energy may close the job posting at any time after 7 days from the date of the initial advertisement. Once the job posting has closed, applications cannot be changed.

If you are selected as a top candidate:

• Verification of your education (which may include high school graduation or GED , undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution.
• If you are identified as a top candidate and are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.
• This position requires a criminal background investigation.

Work Schedule:

• Work hours may include after hours, holidays, and weekends.
• Shifts may change according to departmental needs.
• Employee may be required to work additional hours outside of regular work schedule.

Fair Labor Standards Act:

This position is considered FLSA Exempt. Exempt employees are salaried and, except as provided, are not eligible for overtime compensation.

Travel:

If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.
Critical:

This position has been designated as a Critical Employee position. Critical Employees are considered necessary and vital and supports activities that impact City or department operations. This work can be done while at a designated work site or while working at an alternate work location. Critical employees who are able to work at an alternative work location are required to do so. Schedules may be modified, and employees may be reassigned to another area during extraordinary situations or emergency conditions to provide essential services.
Pay Range
$45.22 - $58.78

Hours
Monday - Friday, 40 hours
Job Close Date 12/02/2024 Type of Posting External Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 4815 Mueller Blvd, Austin, Texas 78723 Preferred Qualifications
Preferred Experience:

• Demonstrated experience in leading teams in handling customer escalations and delivering customer resolutions to include representing the department at meetings and in politically sensitive environments.
• Demonstrated ability to cultivate peer relationships across the department and effectively collaborate with upper and executive leadership to resolve customer escalations and identify operational improvements department wide.
• Demonstrated ability in leading process improvement initiatives to improve the customer experience and/ or operational efficiencies.
• Proven record of using data analytics and trend analyses to improve customer service delivery and operational efficiency.

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.
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.

Responsibilities- Supervision and/or Leadership Exercised:

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

Knowledge, Skills and Abilities
Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• 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.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA
City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS , AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk

Supplemental Questions

Required fields are indicated with an asterisk (*).
* The minimum qualifications for this position include: 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. Do you meet these minimum qualifications?

• Yes
• No

* Please describe in concise detail your experience handling customer escalations. Be sure to include job title(s), your role, and job duties.
(Open Ended Question)
* Please describe your experience leading diverse department-wide teams including counseling, coaching, and managing staff performance.
(Open Ended Question)
* Describe your experience with leadership application of process improvement, change management, and program development. Include job titles and dates in your response.
(Open Ended Question)
* Describe your experience managing teams responsible for applying data analytics to improve the customer experience.
(Open Ended Question)
* This position requires a criminal background check. By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.

• I acknowledge and understand this position requires a Criminal Background Check.

Optional & Required Documents

Required Documents Optional Documents