| Purpose: |
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Under limited direction, performs generalized customer care functions for Austin Water related to utility account configuration and billing. |
| 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.
- Develops, implements, and manages customer care programs for Austin Water including proactive customer communications, special billing, utility billing, customer communications, and escalated customer account reviews.
- Manages development of standard operating procedures which document processes and ensures adequate internal controls are included in those procedures.
- Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
- Participates in the development and implementation of goals, objectives, policies, and procedures; assists or leads projects and programs.
- Evaluates program effectiveness and efficiency to meet departmental business goals.
- Recommends solutions to critical business issues and presents alternatives.
- Analyzes employee and business needs, and develops short and long-range strategies, goals, and action plans to meet these needs.
- Develops, prepares, reviews, and presents technical information before the executive team, relevant boards, and commissions, and other groups.
- Coordinates cross-functional projects and personnel to assess departmental requirements.
- Oversees relevant customer, management, and city council information requests.
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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 rate structure, usage, and conservation methods in commercial, industrial, and residential applications.
- Knowledge of business strategies, objectives, departmental goals, and initiatives.
- Knowledge of fiscal planning, and budget preparation.
- Knowledge of supervisory and managerial techniques and principles.
- Skill in determining needs and gathering, analyzing, and presenting data to provide accurate information for management’s use.
- Skill in oral and written communication.
- Skill in handling conflict and uncertain situations.
- 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.
- Ability to calculate involving services and rate classification for commercial, industrial, or residential applications.
- Ability to read and interpret complex ordinances.
- Ability to work with frequent interruptions and changes in priorities.
- Ability to train others.
- Ability to quickly recognize and analyze irregular events.
- Ability to establish and maintain effective communication and working relationships with city employees and the public.
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| Minimum Qualifications: |
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- Graduation with a bachelor’s degree from an accredited college or university with major course work in a field related to the job, plus five (5) years’ experience in a field related to the job, including two (2) years which were in a supervisory capacity.
- Experience may substitute for education up to a maximum of four (4) years.
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| Licenses and Certifications Required: |
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None.
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