Purpose: |
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This position is responsible for management of the day-to-day operations of the Austin Water Customer Service Center. |
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.
- 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.
- Maintains appropriate staffing levels and scheduling to uphold twenty-four-hour customer service center operations for Austin Water customers.
- Plans, deploys, manages, and ensures service requests, work orders, and asset management and information systems are in compliance with regulatory requirements.
- Provides single point of contact for Austin Water customers.
- Recommends and reviews activities of the "Best-in-Class" customer service centers.
- Utilizes process improvement techniques to enhance Austin Water's service to its customers.
- Evaluates new technology and methods for possible inclusion in Austin Water's customer service function.
- Complies with training guidelines, processes, and procedures.
- Analyzes customer survey and quality assurance data.
- Assists in the development of strategic goals and objectives with AW Operations Manager for the Customer Service Center.
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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 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.
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Minimum Qualifications: |
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- 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.
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Licenses and Certifications Required: |
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None.
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