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City of Austin - JOB DESCRIPTION

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AW Customer Service Manager


FLSA: Standard/Exempt EEO Category: (20) Professionals
Class Code: 10309 Salary Grade: WH5
Approved: Last Revised: February 06, 2023


Purpose:
 

This position is responsible for management of the day-to-day operations of the Austin Water Customer Service Center.

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.
  1. Assists in the development, implementation, and evaluation of programs and activities related to the operation of the Austin Water Customer Service Center for Dispatch Services.
  2. Maintains appropriate staffing levels and scheduling to uphold twenty-four-hour customer service center operations for Austin Water customers.
  3. Plans, deploys, manages, and ensures service requests, work orders, and asset management and information systems are in compliance with regulatory requirements.
  4. Provides single point of contact for Austin Water customers.
  5. Recommends and reviews activities of the "Best-in-Class" customer service centers.
  6. Utilizes process improvement techniques to enhance Austin Water's service to its customers.
  7. Evaluates new technology and methods for possible inclusion in Austin Water's customer service function.
  8. Complies with training guidelines, processes, and procedures.
  9. Analyzes customer survey and quality assurance data.
  10. Assists in the development of strategic goals and objectives with AW Operations Manager for the Customer Service Center.
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 customer service operations, techniques, and processes.
  • Knowledge of the areas of industry and municipal utility Customer Care, including high volume call center operations.
  • Knowledge of utility billing practices.
  • Knowledge of utility industry and business operations.
  • Knowledge of Local, State, and Federal laws, regulations, and ordinances affecting the utility.
  • Skill in creating customer value and addressing evolving customer needs.
  • Skill in communicating orally and in writing.
  • Skill in managing a twenty-four-hour operation.
  • Skill in identifying and assessing potential process improvements.
  • Ability to establish and maintain professional relationships with internal and external customers.
  • Ability to understand and explain industry trends, processes, and procedures.
  • Ability to manage multiple programs, projects, and tasks.
  • Ability to use an equity lens and framework to create inclusive, diverse, and safe workplaces and community programs.
  • Ability to manage diversity, understand inclusion, and work with diverse communities and populations.
  • Ability to develop, implement and administer, goals, objectives, and procedures for providing effective and efficient services.
Minimum Qualifications:
 
  • Graduation with a Bachelor's degree from an accredited college or university in Business or a related field, plus four (4) years of related experience,
  • including two (2) years of experience which were in a supervisory capacity.
  • One (1) additional year of related experience may substitute for one (1) year of the required education up to a maximum of four (4) years substitution.
Licenses and Certifications Required:
 

None.


This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of duties and responsibilities shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty.