Customer Service Supervisor - Utility Customer Service Center

Job Description:

Customer Service Supervisor - Utility Customer Service Center

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.

Daily supervision of Utility Customer Service Center staff including: reconciling daily vendor, bank, and CC&B financial transactions, ensure that the UCSC Deposit Control is balanced daily, research and resolve any discrepancies, provide coaching and corrective action to direct reports, work closely with Austin Energy Finance, Utility Contact Center, Credit & Collections, and Treasury to ensure payments are posted and reconciled accurately, assist in the completion of daily payment processing and customer service requests as needed, development of direct reports, resolving customer escalations while working with the Escalations Department to ensure customer satisfaction. Development, revision and implementation of standard operating procedures, policies, and practices. Serve as a leader on workgroup projects, assign tasks, supervise the completion of work, and report findings to your manager. Preparation and delivery of performance appraisals to direct reports. Creation of reports to show performance measure trends and direct report progress for management review. Perform routine and adhoc direct report financial audits.

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 working in a Customer Service environment and knowledge of excellent customer service skills.
  
• Experience working with cash handling procedures including the processing of in-person payments, account reconciliation, and reconciling a cash till in a fast-paced environment.
  
• Experience working with a table-based billing system such as Oracle's Customer Care and Billing.
  
• Experience working in and supervising a retail, banking, financial services, or utility branch office.
  
• Experience handling customer escalations.
  
• Experience developing, revising, and implementing standard operating procedures, practices and policies.
  
• Experience processing utility service starts, stops, and transfers.
  
• Bilingual in English and Spanish
  
• Experience using Microsoft applications, including Excel,
  
• Outlook, and Word.
  
• Experience coaching and developing a team of direct reports.
  

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: $65,390 - $81,740 per year

Work Location:
The person in this position will be required to work at the following Utility Customer Service Center locations (UCSC):

8716 Research Blvd., Austin, 78758
2800 Webberville Rd., Austin, 78702
1901 W. William Cannon, Austin, 78745


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.

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.

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: 2026-02-28