Purpose:

Under general direction, supervises a staff administering programs to assist customers in obtaining and maintaining services

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.

Manage and oversee the sale of services, inspect services additions (drawings, maps and blueprints), proper installation of meters, and permit system fee schedule.
Manage the customer bill setup for new services, and oversee revenue collection.
Ensure group adheres to internal controls, solid customer service, asset safeguards and performance measurements and reports
Consult with contractors, engineers, and City staff to resolve issues related to service development
Coordinate with other divisions, City departments and/or contractors for commercial utility inspections.
Monitor division budget expenditures.
Develop policies and procedures (SOPs), and conduct training for employees
Oversee the citizen complaint process.
Review and approve account documentation in order to process refunds.

Responsibilities - Supervisor and/or Leadership Exercised:

Responsible for the full range of supervisory activities including selection, training, evaluation, 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 rate structure, usage, and conservation methods in commercial, industrial and residential applications.
Knowledge of procedures of building structures and plumbing systems in commercial, industrial or residential applications.
Knowledge of alternative water sources and application
Knowledge of city practice, policy and procedures.
Knowledge of supervisory and managerial techniques and principles
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
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 apply code requirements
Ability to read and interpret complex ordinances
Ability to estimate cost projections for commercial, industrial or residential water and wastewater service applications
Ability to work with frequent interruptions and changes in priorities.
Ability to train others
Ability to analyze and resolve irregular events
Ability to establish and maintain good working relationships with other City employees and the public.

Minimum Qualifications:

Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a related field, plus five (5) years experience in a utility or government/commercial organization consumer/customer service environment, of which two (2) years were in lead or supervisory capacity.

Experience may substitute for education up to a maximum of four (4) years.

Licenses and Certifications Required:

None

Consumer Service Supervisor

FLSA:	Standard/Exempt	EEO Category:	(20) Professionals
Class Code:	12010	Salary Grade:	GA8
Approved:	October 24, 1997	Last Revised:	September 11, 2017

Purpose:
	Under general direction, supervises a staff administering programs to assist customers in obtaining and maintaining services
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. Manage and oversee the sale of services, inspect services additions (drawings, maps and blueprints), proper installation of meters, and permit system fee schedule. Manage the customer bill setup for new services, and oversee revenue collection. Ensure group adheres to internal controls, solid customer service, asset safeguards and performance measurements and reports Consult with contractors, engineers, and City staff to resolve issues related to service development Coordinate with other divisions, City departments and/or contractors for commercial utility inspections. Monitor division budget expenditures. Develop policies and procedures (SOPs), and conduct training for employees Oversee the citizen complaint process. Review and approve account documentation in order to process refunds.
Responsibilities - Supervisor and/or Leadership Exercised:
	Responsible for the full range of supervisory activities including selection, training, evaluation, 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 rate structure, usage, and conservation methods in commercial, industrial and residential applications. Knowledge of procedures of building structures and plumbing systems in commercial, industrial or residential applications. Knowledge of alternative water sources and application Knowledge of city practice, policy and procedures. Knowledge of supervisory and managerial techniques and principles 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 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 apply code requirements Ability to read and interpret complex ordinances Ability to estimate cost projections for commercial, industrial or residential water and wastewater service applications Ability to work with frequent interruptions and changes in priorities. Ability to train others Ability to analyze and resolve irregular events Ability to establish and maintain good working relationships with other City employees and the public.
Minimum Qualifications:
	Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a related field, plus five (5) years experience in a utility or government/commercial organization consumer/customer service environment, of which two (2) years were in lead or supervisory capacity. Experience may substitute for education up to a maximum of four (4) years.
Licenses and Certifications Required:
	None

City of Austin - JOB DESCRIPTION

Consumer Service Supervisor