Utility Account Supervisor
Austin Energy
Location: Austin, TX US73301
Position Type:
Rqd Education:
Rqd Experience: 5+ years
Date Posted: February 5, 2023
Reference Code: AE503034
Position Information
Posting Title
Utility Account Supervisor
Job Requisition Number
AE503034
Position Number
109236
Job Type
Full-Time
Division Name
Customer Account Management
Minimum Qualifications
Education and/or Equivalent Experience:
Licenses and Certifications Required:
Notes to Applicants
The Utility Account Supervisor for Bill Support will provide daily supervision of post-billing and premise-related processes and procedures. The daily task includes coaching and developing employees; ensuring customer account adjustments and premise management processes are timely and accurately processed to ensure bills are generated as intended based upon the customer class. This position will ensure employees adhere to departmental policies, procedures, and processes; ensure customer conflicts and escalations are resolved and communicated to the identified parties. Collaboration with the internal City of Austin stakeholders to ensure post-billing activities are correctly processed promptly and are maximized across divisions and departments. Coordinate and serve on various projects as it relates to meter-to-cash functionality. This position will develop, revise and implement standard operating procedures, policies, and practices. Create and prepare performance measures, goals, tracking tools, and reports for management review.
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 (add weblink below) http://www.austintexas.gov/department/active-employee-benefits
Work Schedule:
This position is categorized as Essential Personnel. Essential personnel are required to report to work during emergencies or bad weather if they are scheduled to work and in some cases when they are not scheduled. Essential employees ensure the continuance of key operations in order to maintain the safe delivery of electric service for the City of Austin.
This position is a hybrid, which includes remote and in-office time.
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.
Resumes will not be accepted and statements such as "see resume" 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 will be assessed through skills testing.
If you are selected as a top candidate:
CRIMINAL HISTORY BACKGROUND CHECK :
The top candidate will be subject to a minimum 10-year criminal history background check.
FAIR LABOR STANDARDS ACT :
This position is considered FLSA Exempt. Exempt employees are salaried and, except as provided, are not eligible for overtime compensation.
Pay Range
$30.14 - $37.68
Hours
Monday thru Friday, 7:00 a.m. to 4:00 p.m.
Typically 8 to 10-hour workdays
The shift may vary according to departmental needs.
Work hours may include after-hours, holidays, and weekends. Additional hours may be required to work outside of the regular schedule.
Job Close Date
02/17/2023
Type of Posting
External
Department
Austin Energy
Regular/Temporary
Regular
Grant Funded or Pooled Position
Not Applicable
Category
Professional
Location
4815 Mueller Blvd, Austin, TX 78723
Preferred Qualifications
Preferred Experience:
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- Supervision and/or Leadership Exercised:
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.
Criminal Background Investigation
This position has been approved for a Criminal Background Investigation.
EEO/ADA
City of Austin is committed to compliance with the American 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 TTY (512) 974-2445.
Posting Title
Utility Account Supervisor
Job Requisition Number
AE503034
Position Number
109236
Job Type
Full-Time
Division Name
Customer Account Management
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, 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.
Notes to Applicants
The Utility Account Supervisor for Bill Support will provide daily supervision of post-billing and premise-related processes and procedures. The daily task includes coaching and developing employees; ensuring customer account adjustments and premise management processes are timely and accurately processed to ensure bills are generated as intended based upon the customer class. This position will ensure employees adhere to departmental policies, procedures, and processes; ensure customer conflicts and escalations are resolved and communicated to the identified parties. Collaboration with the internal City of Austin stakeholders to ensure post-billing activities are correctly processed promptly and are maximized across divisions and departments. Coordinate and serve on various projects as it relates to meter-to-cash functionality. This position will develop, revise and implement standard operating procedures, policies, and practices. Create and prepare performance measures, goals, tracking tools, and reports for management review.
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 (add weblink below) http://www.austintexas.gov/department/active-employee-benefits
Work Schedule:
This position is categorized as Essential Personnel. Essential personnel are required to report to work during emergencies or bad weather if they are scheduled to work and in some cases when they are not scheduled. Essential employees ensure the continuance of key operations in order to maintain the safe delivery of electric service for the City of Austin.
This position is a hybrid, which includes remote and in-office time.
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.
Resumes will not be accepted and statements such as "see resume" 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 will 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. You must also provide proof of your professional licenses or certifications.
- The responses to the supplemental questions should reference the employment history listed in the employment history section. Once the requisition has closed, the application cannot be changed to update work history, supplemental questions, or any other information.
- 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.
- If you have any questions regarding your City of Austin employment application, please use the official website of the City of Austin as a reference. www.austintexas.gov
CRIMINAL HISTORY BACKGROUND CHECK :
The top candidate will be subject to a minimum 10-year criminal history background check.
FAIR LABOR STANDARDS ACT :
This position is considered FLSA Exempt. Exempt employees are salaried and, except as provided, are not eligible for overtime compensation.
Pay Range
$30.14 - $37.68
Hours
Monday thru Friday, 7:00 a.m. to 4:00 p.m.
Typically 8 to 10-hour workdays
The shift may vary according to departmental needs.
Work hours may include after-hours, holidays, and weekends. Additional hours may be required to work outside of the regular schedule.
Job Close Date
02/17/2023
Type of Posting
External
Department
Austin Energy
Regular/Temporary
Regular
Grant Funded or Pooled Position
Not Applicable
Category
Professional
Location
4815 Mueller Blvd, Austin, TX 78723
Preferred Qualifications
Preferred Experience:
- Experience leading, supervising, or managing employees in 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
- Experience mentoring, training, developing, and coaching employees
- Experience communicating, coordinating, and handling complex customer escalations (both oral and written)
- Experience working in Oracle's CC&B or table-based customer information billing systems
- Intermediate to advanced proficiency using Microsoft applications, including Excel, Word, Access, PowerPoint, Outlook, Visio and SharePoint
- Experience developing, revising, and implementing standard operating procedures, practices, and policies
- Experience and knowledge regarding city or state government regulations and tariffs
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.
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 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.
Criminal Background Investigation
This position has been approved for a Criminal Background Investigation.
EEO/ADA
City of Austin is committed to compliance with the American 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 TTY (512) 974-2445.
About this Employer
Austin Energy is one of the largest publicly owned electric utilities in the nation, providing low-cost reliable power to more than 500,000 customers and more than 1 million residents. Our mission is to deliver clean, affordable, reliable energy and excellent customer service.
We are industry leaders in conservation and renewable energy, developing some of the most comprehensive energy efficiency programs in the nation. We purchase renewable energy from wind, solar and biomass facilities to minimize our impact on the environment, and are recognized as a top-ranked Texas utility for green power sales.
As a publicly owned utility, we do more than provide power to our customers. We participate in dozens of community outreach events each year, contribute to Austin’s economic growth and continue to make strides in our commitment to environmental excellence.
