Position Information Position Information

Posting Title Customer Service Supervisor (Cust Asst Prog) Job Requisition Number AE504004 Position Number 110083 Job Type Full-Time Division Name Customer Care Minimum Qualifications 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 is part of the Incident Command structure for Austin Energy which requires to work when incident command is activated including overnights, weekends, and holidays.

This position will supervise a team responsible for developing and implementing a variety of programs, projects and activities for specialized customer bases. Coordinate with existing organizations to address community economic or social service needs. Conduct needs assessments and meets with community residents, leaders and community groups to identify needs and available resources in maintaining their utility accounts. In addition, they will collaborate with other organizations to plan and develop programs and activities or improve coordination of existing services. This position will oversee the team which will be critical in developing, assessing, evaluating and implementing the customer assistance program structure.

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. 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 Commensurate

Hours Monday thru Friday
9-5 plus some weekends. Job Close Date 03/24/2025 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 Experience supervising or leading a team of 5 or more who are out in the field
Experience in training and developing team members
Experience as a project manager or leading complex projects
Experience working with social service agencies across the community
Experience providing feedback and direction to teams in order to accomplish pre-determined goals and objectives
Experience with process improvement and quality assurance methodologies
Experience working with vulnerable communities
Bilingual in English and Spanish
Ability to travel to multiple locations. 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 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. Do you meet these requirements? Yes No * Describe your experience in training and developing staff.

(Open Ended Question)

* Please describe your project leadership experience and indicate which position(s) on your application you utilized this skill.

(Open Ended Question)

* Please describe your experience leading or supporting community engagement efforts. If you have worked with historically marginalized communities (e.g., communities of color, households with low incomes, LGBTQIA+ communities), in Austin or elsewhere, include that information.

(Open Ended Question)

* Describe in detail the largest event you have planned/coordinated. If you have not planned an event, please enter N/A.

(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 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 onsite to assist with operations and recovery. Are you willing to work this type of schedule? 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 the ability to travel to multiple sites as part of the regular job duties? Yes No Optional & Required Documents Required Documents Optional Documents