Mgr, AE Customer Service - Customer Assistance Program

Job Description:

Mgr, AE Customer Service - Customer Assistance Program

Description

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.

The position will serve to manage rapidly expanding Customer Assistance Programming at Austin Energy, including CAP discounts, Medically Vulnerable Registry, Plus 1 financial assistance, Arrearage Management Program, and the weatherization program. The position will also be responsible for managing outreach efforts throughout the year and during storm events. The position provides guidance to staff members in prioritizing workloads, working with vulnerable and sensitive populations, and in managing performance to meet Council and AE goals.
1. Personnel management (work assignments, evaluation and staff development)
2. Program development (enhancements, expansions, new initiatives) and implementation, including budget management and quality assurance
3. Collaboration with internal peers and external partners through routine and ad-hoc methods to provide seamless customer service and ensure policies and practices are in alignment with other AE workgroups
4. Plan, coordinate and participate in outreach efforts and events for both general community awareness and emergency response.

Job Description:

Austin Energy Customer Service Manager

Purpose:

Under minimal direction with considerable latitude for the use of initiative and independent judgement, this position oversees the management of customer service day-to-day operations for the assigned Austin Energy (AE) Customer Service area.

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 - Supervisor 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.
  

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.

Preferred Qualifications:

• Experience leading employees on customer care teams.
  
• Experience coordinating and supporting projects and work streams that include multiple external stakeholders.
  
• Experience supervising five or more direct reports.
  
• Experience improving existing business processes and creating new business processes.
  
• Experience working with vulnerable populations and underserved communities
  
• Experience formulating team policies, operating procedures, and training.
  
• Experience delivering reports and presentations on key performance metrics and program goals.
  
• Experience analyzing data (financial, customer, demographic, and performance) to identify problems and opportunities.
  
• Ability to travel to more than one work location.
  

Notes to Candidate:

This position resides in the Customer Care division of Austin Energy. The unique responsibility for this workgroup requires an individual with strong leadership experience with a history of providing successful professional development/mentoring to their direct reports. Team members are required to be in customer homes daily and are impacted personally and professionally by these interactions and this requires a leader who can help guide them through these experiences is key to their development. In addition, this position is partially remote (2 days a week) due to the nature of the services provided by this team and those remote days can change based on business need without notice.

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.

Pay Range: $97,450 - $125,200

Location: 4815 Mueller Blvd, Austin, Texas, 78723

Employment Application:

• The City of Austin employment application is an official document; incomplete applications will not be considered.
  
• 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.
  
• Responses to the Supplemental Questions inquiring about experience should be reflected on application.
  
• Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
  
• 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.
  

Good Standing Employees

Employees, in Good Standing, who are candidates within the department/division that the position resides in and who meet the minimum and all of the preferred qualifications (if any) of the position will be included in the initial interview. Department/division employee must remain in Good Standing through the Top Candidate Selection phase at which time the Good Standing status will be re-verified.

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.

Work Schedule:

Monday - Friday 40 hours

This position will report in person a minimum of 3 days a week.

• This position is categorized as Essential Personnel with the City of Austin. Essential staff are required to work during emergencies or bad weather if they are scheduled to work and, in some cases, when they are not scheduled. Essential employees ensure the continuance of key operations to maintain the safe delivery of electric service for the City of Austin.
  
• 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.
  

Please be aware that the Job Posting Close Date reflects the final day to apply, but the posting will close at 11:59 PM the day before the date listed. All application steps, including attachments and submission, must be fully completed before that time.

We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed, it will no longer be viewable in the system.

EEO Statement for City of Austin:

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.

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.

Closing Date/Time: 2026-05-02