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City of Austin - JOB DESCRIPTION

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Vice President, Customer Care Services
FLSA: Executives/2 EEO Category: (10) Official/Adm
Class Code: 19160 Salary Grade: E00
Approved: February 20, 2009 Last Revised: June 07, 2019

Purpose:
 

Under nominal direction of the General Manager or Deputy General Manager, this position is responsible for directing Customer Care Services within Austin Energy, which provides services to City of Austin 3-1-1 utility customers.
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. Provide leadership and direction to staff on customer care operations, including the 3-1-1 City Wide Information Center, the AE Utility Contact Center and Customer Solutions management.
  2. Direct, design and develop the strategies to maximize the customer experience by providing customers with useful information and guidance regarding AE’s products and services, including customer assistance programs, and resolving escalations.  
  3. Promote Austin Energy’s customer care programs by providing prompt and accurate information to customers while enhancing customer understanding about the electric utility business.  
  4. Create a proactive and long-term strategic approach to utilize technology to leverage and influence customer behavior by providing self-service and offering a wide range of communication channels to enhance the customer experience.
  5. Build customer service workflow efficiencies and improve staff capabilities by standardizing process documentation to measure and track key performance indicators while complying with established ISO standards.   
  6. Direct and manage effective training programs by continuing to build upon AE’s existing training platform
  7. Oversee effective contract management and audit practices by developing staff, implementing measures and metrics to enhance cost effectiveness and the overall operational efficiencies for customer care.
  8. Develop short and long term spending plans and monitors O&M and CIP budgets. Prepare and present annual technical and financial reports.
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 the electric utility processes, practices, issues and policies.
Knowledge of local, state and federal law and city ordinances.
Knowledge of customer care operations.
Knowledge of executive leadership principles to include development of subordinate staff.
Knowledge of budget methods, contract management and audit practices. 
Knowledge of research and data utilization in decision-making processes.
Skill in effectively using various communication channels to convey information at all levels within the organization and to key stakeholders. 
Skill in managing relationship between the financial and customer account programs.
Skill in handling conflict and uncertain situations.
Skill in structuring a complex organization to meet changing challenges.
Skill in managing and optimizing multiple product lines to achieve identified corporate goals.
Skill in managing interpersonal skills at multiple levels. 
Ability to work with frequent interruptions and changes in priorities. 
Ability to integrate technology to improve overall revenue cycle activities.
Ability to analyze and resolve irregular events. 
 
Minimum Qualifications:
 

Graduation with a Bachelor’s degree from an accredited college or university with major course work in Business, Finance, Economics, Public Administration, Public Policy or in a field related to the job plus five (5) years of utility or related industry experience of which five (5) were in a senior manager or executive level position.

Master's degree may substitute for two (2) years of the required 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.