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City of Austin · 1 day ago

Austin Water - Customer Service Supervisor

Glen Bell Service Center

Full-time

Hybrid

Senior Level

$62K/yr - $78K/yr

5+ years exp

The City of Austin is a vibrant community dedicated to shaping one of the nation's most dynamic cities. The Customer Service Supervisor position is responsible for supervising the staff operating a 24/7 dispatch call center, resolving customer conflicts, and overseeing the logging of customer calls and service requests.

Association

Responsibilities

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

Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal

Qualification

Customer serviceSupervisory skillsData analysisUtility knowledgePlanningOrganizingCommunication skillsMulti-taskingProblem solvingInterpersonal skills

Required

Graduation with a Bachelors 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

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

Preferred

Experience in a utility or similarly regulated entity and/or experience dispatching service crews using 2-Way Radio Base Station, or other type of radio communications

Knowledgeable in the operation and support of a high volume inbound 24/7 call center and experience managing complex employee schedules including approval of employee leave and ensuring adequate coverage to meet business needs

Demonstrated experience working effectively with other departments or units within an organization to meet business objectives, experience communicating a clear vision and strategic direction for employees and providing training to meet performance goals

Experience in a lead or supervisory role developing and implementing team performance measures, tracking metrics, and identifying performance gaps to improve quality of service, database experience and the ability to collect data in a variety of formats, data entry, and produce reports

Strong organizational skills and demonstrated experience in planning, organizing, and working with frequent interruptions and changes in priorities