Customer Service Supervisor - Customer Solutions

Job Description:

Customer Service Supervisor - Customer Solutions

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.

This position resides in the Customer Solutions work group within Customer Care. The Utility Account Supervisor (UAS) is responsible for supervising the operations and activities of personnel in the administration of city services. This position provides technical advice and assistance to employees, city management, contractors and citizens. Responsibilities include resolving customer conflicts and providing options to ensure customer satisfaction. The Utility Account Supervisor also ensures all Citizen Assistance Forms (CAFs) are assigned to respective sections and processed within set deadlines. The UAS develops, revises and implements standard operating practices, policies and procedures for the work group. The position determines goals/ objectives/ resource requirements for activities within the work group. The UAS is responsible for the full range of supervisory activities including selection, training, evaluation, counseling and recommendation for dismissal.

Job Description:

Utility Account Supervisor

Purpose:

Under general direction, supervises the operations and activities of personnel in the administration of City of Austin utility account management services including billing, collections, and payment processing.

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.

• Supervises utility account management activities to ensure timely and correct data related to bill production.
  
• Assists in resolving 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, collections, payment, and payment arrangement functions.
  
• Reviews and approves account documentation.
  
• Ensures accuracy of City of Austin Utilities systems of record.
  
• Provides technical advice and assistance to employees, City management, contractors, and citizens.
  
• Coordinates division activities with other divisions and departments.
  
• Prepares financial summaries, operational performance measures, data, and reports for management review.
  
• Plans, develops, implements, and conducts ongoing education and in-service training programs.
  
• Provides employees with guidance in handling difficult or complex problems and resolves escalated complaints or issues.
  

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 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 practices, policies, 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.
  

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, including two (2) years of experience which were in a lead or supervisory capacity.
  
• Related experience may substitute for education up to a maximum of four (4) years.
  

Licenses and Certifications Required:

None.

Preferred Qualifications:

• • Experience leading, supervising or managing employees in an electric, water or gas utility billing or customer service environment related to meter to cash.
  
• Experience prioritizing, assigning and implementing a quality monitoring program for an operation.
  
• Quality assurance experience regarding call handling and performance audits.
  
• Experience mentoring, training, developing and coaching employees.
  
• Experience partnering with other City departments and staff to resolve complex escalations regarding metered utility accounts, i.e., electric, water or gas.
  
• Experience communicating (oral and written), coordinating and handling complex customer escalations.
  
• Experience working in Oracle’s CC&B system or other table-based customer information billing systems.
  
• Intermediate to advanced proficiency using Microsoft applications, including Excel and SharePoint.
  
• Experience developing, revising and implementing standard operating procedures, practices and policies.
  
• Experience and knowledge regarding city or state government regulations and tariffs.
  

Notes to Candidate:

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: Entry: $62,280 - Mid: $77,850

Location: 4815 Mueller Blvd, Austin, Texas, 78723

Job Close Date : December 1, 2025

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.
  

WORK HOURS:

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

Work hours may include after hours, holidays, and weekends.

Additional hours may be required to work outside of regular 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: 2025-12-01