Position Information

Posting Title
Utility Account Supervisor

Job Requisition Number
AE503042

Position Number
111926

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

This position will provide daily supervision for the Bill Production team and oversees the resolution and completion of billing system generated workflow items (to-do's and spreadsheets),and ensuring that each customer bill is accurate and timely. The daily task includes coaching and developing employees. 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 internal City of Austin stakeholders to ensure pre-billing activities are correctly processed promptly and are maximized across divisions and departments. 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 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.

Assessments:

• Skills assessment may be used to determine selection for interview process after initial applicant review. Applicants will need to score above 75% on each assessment to move forward into the interview process.

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.

Fair Labor Standards Act:

This position is considered FLSA Exempt. Exempt employees are salaried and, except as provided, are not eligible for overtime compensation.

Work Schedule:

• This position is categorized as Essential Personnel with the City of Austin. Essential staff are required 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 for the City of Austin.
• Work hours may include after hours, holidays, and weekends.
• Shifts may change according to departmental needs.
• Employee may be required to work additional hours outside of regular work schedule.

Pay Range

$30.14 - $37.68

Hours

Monday - Friday; 7:00 a.m. - 4:00 p.m.

Job Close Date
02/22/2023

Type of Posting
External

Department
Austin Energy

Regular/Temporary
Regular

Grant Funded or Pooled Position
Not Applicable

Category
Professional

Location
Hybrid

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 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.

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:

• 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 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.