| Purpose: |
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Under minimal direction with considerable latitude for the use of initiative and independent judgement, this position oversees the management of customer service day-to-day operations for the assigned Austin Energy (AE) Customer Service area. |
| Duties, Functions and Responsibilities: |
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Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
- Ensures 24/7 management operations for AE customers to meet customer service and business operations and standards.
- Develops performance measures, evaluates performance, and recommends appropriate actions to correct performance deficiencies. Prioritizes operations scheduling.
- Provides recommendations for the development, implementation, and evaluation of programs and activities related the operation of the AE Customer Service areas.
- Reviews, analyzes, and implements process improvement techniques to enhance AE’s service to its customers.
- Evaluates and provides recommendations regarding new technology and methods for possible utilization in AE’s customer service functions.
- Manages and responds to customer escalations.
- Manages activities including the development, monitoring, and tracking of departmental budget expenditures. Prioritizes projects and work activities. Coordinates division/section activities with other departments.
- Analyzes customer survey, benchmarking, and quality assurance data.
- Provides recommendations in the development and revision of policies, procedures, strategic goals, and objectives.
- Represents department at meetings with State agencies, government officials, vendors, and other City departments or the public.
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| Responsibilities - Supervisor and/or Leadership Exercised: |
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Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.
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| Knowledge, Skills, and Abilities: |
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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 customer service operations, techniques, and processes.
- Knowledge of residential and commercial call center service provision.
- Knowledge of utility billing practices, utility industry, and business operations.
- Knowledge of automated information and internal control systems.
- Knowledge of applicable processes, techniques, and methods.
- Knowledge of supervisory and management techniques, and principles.
- Skill in handling multiple tasks and prioritizing.
- Skill in using computers and related software applications.
- Skill in data analysis and problem solving.
- Skill in planning and organizing.
- Skill in oral and written communication.
- Skill in identifying and assessing potential process improvements.
- Ability to establish and maintain professional relationships with internal and external customers.
- Ability to resolve complex problems or situations.
- Ability to compile division reports.
- Ability to understand and explain industry trends, processes, and procedures.
- Ability to manage multiple programs, projects, and tasks.
- Ability to work with frequent interruptions and changes in priorities.
- Ability to train others.
- Ability to quickly recognize and analyze irregular events.
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| Minimum Qualifications: |
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- Graduation with a Bachelor's degree from an accredited college or university with major coursework in a field related to the job, plus four (4) years of related experience, including two (2) years of experience which were in a supervisory capacity.
- Experience may substitute for education up to four (4) years.
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| Licenses and Certifications Required: |
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None.
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