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City of Austin - JOB DESCRIPTION

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Utility Account Supervisor
FLSA: Standard/Exempt EEO Category: (20) Professionals
Class Code: 10094 Salary Grade: GA4
Approved: Last Revised: March 21, 2019

Purpose:
 

Under general direction, supervises the operations and activities of personnel in the administration of City of Austin utility account management services including billing, collections, and payment processing. 
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. Supervises utility account management activities to ensure timely and correct data related to bill production.
  2. Assists in resolving customer conflicts and provides options to ensure customer satisfaction.
  3. Develops, revises, and implements standard operating practices, policies, and procedures for the section/division. Determines goals/objectives/resource requirements for activities within the division.
  4. Oversees billing, collections, payment, and payment arrangement functions.
  5. Reviews and approves account documentation. Ensures accuracy of City of Austin Utilities systems of record.
  6. Provides technical advice and assistance to employees, City management, contractors, and citizens.
  7. Coordinates division activities with other divisions and departments.
  8. Prepares financial summaries, operational performance measures, data, and reports for management review.
  9. Plans, develops, implements, and conducts ongoing education and in-service training programs.
  10. Provides employees with guidance in handling difficult or complex problems and resolves escalated complaints or issues.
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 structures, utility usage, and conservation methods.
  • Knowledge of utility conservation methods and procedures applicable to commercial, industrial, or residential uses.
  • Knowledge of supervisory and managerial techniques and principles.
  • Knowledge of City practices, policies, and procedures.
  • Skill in oral and written communication.
  • Skill in using computers and related software.
  • Skill in data analysis and problem solving.
  • Skill in planning and organizing.
  • Skill in handling multiple tasks and prioritizing.
  • Ability to calculate services and rate classification for commercial, industrial, or residential applications.
  • Ability to work with frequent interruptions and changes in priorities.
  • Ability to establish and maintain good working relationships with 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 of experience providing customer service, including two (2) years of experience which were in a lead or supervisory capacity.
  • Related experience may substitute for education up to a maximum of four (4) 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.