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City of Austin - JOB DESCRIPTION

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Senior Vice President, Customer Care
FLSA: Executives/2 EEO Category: (10) Official/Adm
Class Code: 19038 Salary Grade: E00
Approved: December 01, 2005 Last Revised: August 19, 2021

Purpose:
 

Responsible for the management of multiple support services divisions within Austin Energy that include: a customer contact center, customer billing, meter reading, and credit and collections.
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.Plan, organize, direct, audit and control citywide customer care regarding utility billing and department's marketing activities.
2.Direct the development and revision of customer service and marketing operating procedures
3.Develop and evaluate plans and criteria for a variety of customer service and marketing projects, programs, and plans.
4.Develop and monitor the assigned O & M and CIP budgets.
5.Analyze employee and business needs and develop short and long range strategies, goals, and action plans to meet those needs.
6.Communicate customer care and marketing information to management and others as needed.
7.Investigate and respond to complaints from citizens, management, and staff.
8.Prepare and review reports as part of the process of monitoring and communicating performance results
9.Recommend major purchases and expenditures.
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 Federal, State, and Local laws, ordinances, policies
Knowledge of supervisory and managerial techniques and principles.
Knowledge of budgeting methods and systems.
Knowledge of utility industry and business operations.
Skill in oral and written communications.
Skill in handling conflict and uncertain situations.
Skill in using software applications to perform data analysis and problem solving.
Ability to work with frequent interruptions and changes in priorities.
Ability to resolve complex problems or situations requiring the exercise of good judgement.
Ability to train, coach and mentor staff.
Ability to analyze and resolve irregular events.
Minimum Qualifications:
 

Bachelors degree in Business or Public Administration, Engineering, Management or a related field, plus five (5) years of related experience, two (2) years of which were in a managerial or executive capacity.

Masters degree may substitute for experience up to a maximum of two (2) years.
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.