Position Information Posting Title Customer Service Supervisor Job Requisition Number AE503974 Position Number 116153 Job Type Full-Time Division Name Customer Care Minimum Qualifications Education and/or Equivalent Experience: + 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, two (2) years of which were in a lead or supervisory capacity. + Experience may substitute for education up to a maximum of four (4) years. Licenses or Certifications: None Notes to Applicants This position reports to the Residential Utility Contact Center ( UCC ) and supervises the day to day operations for Customer Service Representatives and Customer Service Rep Sr’s 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. RELATED WORK EXPERIENCE : + Customer service experience is defined as interactions with internal and external customers/consumers in face-to-face and voice platforms to provide assistance with products or services. + Billing and credit counseling is defined as experience with explaining billing and credit questions to customers as it relates to utility service. + Utility service is defined as electric, water, or gas utilities. (Preferred but not required) + Quality Assurance is specific to voice interactions. A high-volume contact center is defined as supporting over 1 million annual interactions. 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. Assessments: + Your skill level in some of the competency areas for this job may be assessed through skills testing. 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. Fair Labor Standards Act: This position is considered FLSA Exempt. Exempt employees are salaried and, except as provided, are not eligible for overtime compensation. 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 $29.23 – $36.54 Hours Monday – Friday, 12:00 p.m. to 9:00 p.m. and rotational Saturdays 9:00 a.m. to 1:00 p.m.) Additional work hours for Emergency Response. Job Close Date 02/13/2025 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: + Experience working in high volume contact center. (See notes to applicant for definition). + Experience as a lead or supervisor in a high-volume call center. (See notes to applicant for definition). + Experience with call quality monitoring and coaching of a team. + Experience with performance management of a team. + Experience with residential or commercial utility processes. (See notes to applicant for definition). + Experience with Oracle’s CC&B or other automated billing system. + Ability to work/support a 12-9 pm shift with rotational weekends. + Bilingual in English and Spanish. (Preferred) . 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. + Resolves 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 collection and payment arrangement functions. + Reviews and approves account documentation. + Provides technical advice and assistance to employees, city management, contractors, and citizens. + Coordinates division activities with other divisions and departments. + Ensures all Citizen Assistance Forms are assigned to respective sections and processed within set deadlines. + Prepares financial summaries, performance measures, data, and reports for management review. + Plans, develops, implements and conducts on-going education and in-service training programs. 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 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 practice, policy 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. 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 (*). + * This position requires a graduation from an accredited four (4) year college or university with major coursework in a related field, plus five (5) years of experience providing customer service, two (2) years of which were in a lead or supervisory capacity. Experience may substitute for education up to a maximum of four (4) years. Do you meet these minimum qualifications? + Yes + No + * Do you have experience working in a high volume call center? + Yes + No + * Do you have experience working in a lead or supervisory role in a high volume Call Center. + Yes + No + * Select your level of experience listening, scoring and coaching employees to QA scored calls in a high volume Contact Center. (Please note that this question is looking for level of experience in all three categories) + Little to no experience + 1 year to 2 years + 2+ years + * Do you have experience with managing the attendance and performance of a team + Yes + No + * Are you bilingual in English and Spanish? + Yes + No + * This position requires a 12 pm to 9 pm shift with rotating Saturday coverage. Are you able to work this shift on a permanent basis? + Yes + No + * This position is classified as an “essential” position. The candidate must be able to work during emergencies or bad weather if they are scheduled to work and, in some cases, when they are not scheduled. Shifts may change according to departmental needs. Are you able to meet these schedule requirements? + 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. + * Do you have experience with Oracle's CC&B or other automated billing system? + Yes + No + * Do you have experience with residential or commercial utility processes? + Yes + No Optional & Required Documents Required Documents Optional Documents Contact City of Austin Employment Services Office: 512-978-JOBS (5627) Privacy Notice (https://www.austintexas.gov/page/privacy-policy)