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City of Austin - JOB DESCRIPTION

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Consumer Services Manager
FLSA: Standard/Exempt EEO Category: (20) Professionals
Class Code: 12018 Salary Grade: WH1
Approved: November 23, 2016 Last Revised: February 08, 2018

Purpose:
 

Under minimal direction, responsible for management and operations of a permitting workgroup which is responsible for issuing permits and activities related to development and inspections.
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. Manage and oversee the sale or request for services, inspection of service additions (drawings, maps and blueprints), proper installation of meters, or permit system fee schedule.
  2. May be responsible for managing the customer bill set up for new services to ensure accurate utility billing.
  3. Ensure compliance with the Land Development Code and Standard Specifications.  Resolve customer issues with development projects and inspections.
  4. Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes and work cooperatively and jointly to provide quality seamless customer service.
  5. Manages development of standard operating procedures which document processes and ensures adequate internal controls are included in those procedures.
  6. Investigate and provide technical and/or financial information to citizens and management.
  7. Monitor division budget expenditures.
  8. Review and approve account documentation for process of fee refunds.
  9. Develop and report performance measurements.
  10. Participate in the development and implementation of goals, objectives, policies and procedures; assist or lead projects and programs.
  11. Analyze employee and business needs and develops short and long range strategies, goals, and action plans to meet these needs.
  12. Develops, prepares, reviews, and presents technical information before the City Council, governmental and regulatory agencies, boards, and commissions, and other groups.
  13. Oversee all customer, management and city council information requests.
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 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 application
  • 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 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 Business, Economics, Accounting or a related field, plus five (5) years’ experience in a utility or governmental/commercial organization consumer/customer environment, of which two (2) years were in supervisory capacity.
  • Experience may substitute for education 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.