Austin Energy Customer Service Manager (Utility Contact Ctr)

Job Description:

Austin Energy Customer Service Manager (Utility Contact Ctr)

Description

Minimum Qualifications

• 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
This position reports to the Residential Utility Contact Center ( UCC ) and manages the day to day operations for Customer Service Supervisors with strong oral and written communication/customer service skills. The UCC is the primary point of contact for the City of Austin’s residential customers for move requests, billing inquiries, payment arrangements, customer disputes for services, fees, and rates. We are also the primary point of contact for electric outage and emergency response for all citizens in the service territory.

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.

Essential:

This has been designated as an Essential Employee position. In the event of a City-designated emergency, Essential Employees provide services that impact the public health, safety, utility services, and welfare of members of the Austin community and other employees and ensure the continuity of essential operations. In such an emergency, Essential Employees may be called back in, may be required to modify their schedule, may be assigned to a City-designated work site, or may be retained on site to assist with operations and recovery.
Pay Range
$45.22 - $58.78

Hours
Mid or closing shift - Center is open from 7a-9p M-F and 9a-1p Sat

• 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.

Job Close Date 04/07/2025 Type of Posting External Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 4815 Mueller Blvd (AE Headquarters) Preferred Qualifications

• Supervision or Management of multiple teams within a high-volume call center >1M interactions (phone, chat, email)
• Experience with root cause analysis and application, or other problem-solving methodologies such as Lean Six Sigma
• Experience taking concepts from ideation to implementation.
• Experience handling complex, cross-functional customer escalations
• Demonstrated experience leading teams through change management process successfully
• Demonstrated ability in leading process improvement initiatives to improve the customer experience and/ or operational efficiencies

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.
• Ability to quickly recognize and analyze irregular events.

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 require: 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 qualifications?

• Yes
• No

* Please describe how you meet these minimum qualifications. Please detail how you meet the educational requirements (if applicable), account for the years of related experience (if applicable), and explain any substitutions of experience for education, or vice-versa (if applicable).
(Open Ended Question)
* Describe your experience working in a high volume contact center - high volume is defined as 1M+ interactions (calls, emails, chat, etc)?
(Open Ended Question)
* Describe your experience with residential or commercial utility processes (utility is defined as metered services and/or, cable/telecommunications).
(Open Ended Question)
* Describe your experience with quality methodologies such as Six Sigma, ISO, TQM, or similar including root cause analysis. In which position(s) listed on your application did you gain this experience?
(Open Ended Question)
* Select the response that best describes your bilingual fluency level in English/Spanish.

• I speak English
• I speak and write English fluently
• I speak English and Spanish
• I speak, read and write English and Spanish fluently

* This position is categorized as Essential Personnel which requires reporting to work during emergency and/or bad weather closures. Are you available to work these additional shifts/hours?

• Yes
• No

* 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