What are the responsibilities and job description for the Austin Energy Customer Service Manager (CAP) position at City of Austin?
Minimum Qualifications
None.
Notes to Applicants
The position will serve to manage rapidly expanding Customer Assistance Programming at Austin Energy, including CAP discounts, Medically Vulnerable Registry, Plus 1 financial assistance, Arrearage Management Program, and the weatherization program. The position will also be responsible for managing outreach efforts throughout the year and during storm events. The position provides guidance to staff members in prioritizing workloads, working with vulnerable and sensitive populations, and in managing performance to meet Council and AE goals.
Employment Application
The City of Austin employment application is an official document; incomplete applications will not be considered.
This position is considered FLSA Exempt. Exempt employees are salaried and, except as provided, are not eligible for overtime compensation.
Travel
If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.
Pay Range
$45.22 - $58.78
Hours
Monday - Friday: 8:00 a.m. - 5:00 p.m. (hybrid) with evening/weekends hours as required.
Job Close Date 04/04/2025 Type of Posting External Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 4815 Mueller Blvd (AE Headquarters) Preferred Qualifications
Experience leading employees on customer care teams.
Experience coordinating and supporting projects and work streams that include multiple external stakeholders.
Experience supervising five or more direct reports.
Experience improving existing business processes and creating new business processes.
Experience working with vulnerable populations and underserved communities
Experience formulating team policies, operating procedures, and training.
Experience delivering reports and presentations on key performance metrics and program goals.
Experience analyzing data (financial, customer, demographic, and performance) to identify problems and opportunities.
Ability to travel to more than one work location.
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.
Ensures 24/7 management operations for AE customers to meet customer service and business operations and standards. Develops performance measures, evaluates performance, and recommends appropriate actions to correct performance deficiencies. Prioritizes operations scheduling. Provides recommendations for the development, implementation, and evaluation of programs and activities related the operation of the AE Customer Service areas. Reviews, analyzes, and implements process improvement techniques to enhance AE’s service to its customers. Evaluates and provides recommendations regarding new technology and methods for possible utilization in AE’s customer service functions. Manages and responds to customer escalations. Manages activities including the development, monitoring, and tracking of departmental budget expenditures. Prioritizes projects and work activities. Coordinates division/section activities with other departments. Analyzes customer survey, benchmarking, and quality assurance data. Provides recommendations in the development and revision of policies, procedures, strategic goals, and objectives. Represents department at meetings with State agencies, government officials, vendors, and other City departments or the public.
Responsibilities- Supervision 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.
City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.
The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS , AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.
Supplemental Questions
Required fields are indicated with an asterisk (*). * Describe your experience in a lead or supervisory capacity in a customer service role. Please indicate your years of experience as well as the position(s) listed on your application that support(s) your answer.
Required Documents Optional Documents
- Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a field related to the job, plus four (4) years of related experience, including two (2) years of experience which were in a supervisory capacity.
- Experience may substitute for education up to four (4) years.
None.
Notes to Applicants
The position will serve to manage rapidly expanding Customer Assistance Programming at Austin Energy, including CAP discounts, Medically Vulnerable Registry, Plus 1 financial assistance, Arrearage Management Program, and the weatherization program. The position will also be responsible for managing outreach efforts throughout the year and during storm events. The position provides guidance to staff members in prioritizing workloads, working with vulnerable and sensitive populations, and in managing performance to meet Council and AE goals.
- Personnel management (work assignments, evaluation and staff development)
- Program development (enhancements, expansions, new initiatives) and implementation, including budget management and quality assurance
- Collaboration with internal peers and external partners through routine and ad-hoc methods to provide seamless customer service and ensure policies and practices are in alignment with other AE workgroups
- Plan, coordinate and participate in outreach efforts and events for both general community awareness and emergency response.
Employment Application
The City of Austin employment application is an official document; incomplete applications will not be considered.
- Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
- The Employment Record should be complete with job titles, employment dates, job duties, functions, and responsibilities for each position held. Starting salary will be based on overall relevant experience from your application.
- Résumés will not be accepted and statements such as “see résumé” will not be accepted. You may use “N/A” for fields that are not applicable.
- Please note that Austin Energy may close the job posting at any time after 7 days from the date of the initial advertisement. Once the job posting has closed, applications cannot be changed.
- Verification of your education (which may include high school graduation or GED , undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution.
- If you are identified as a top candidate and are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.
- This position requires a criminal background investigation.
- Work hours may include after hours, holidays, and weekends.
- Shifts may change according to departmental needs.
- Employee may be required to work additional hours outside of regular work schedule.
This position is considered FLSA Exempt. Exempt employees are salaried and, except as provided, are not eligible for overtime compensation.
Travel
If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.
Pay Range
$45.22 - $58.78
Hours
Monday - Friday: 8:00 a.m. - 5:00 p.m. (hybrid) with evening/weekends hours as required.
Job Close Date 04/04/2025 Type of Posting External Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 4815 Mueller Blvd (AE Headquarters) Preferred Qualifications
Experience leading employees on customer care teams.
Experience coordinating and supporting projects and work streams that include multiple external stakeholders.
Experience supervising five or more direct reports.
Experience improving existing business processes and creating new business processes.
Experience working with vulnerable populations and underserved communities
Experience formulating team policies, operating procedures, and training.
Experience delivering reports and presentations on key performance metrics and program goals.
Experience analyzing data (financial, customer, demographic, and performance) to identify problems and opportunities.
Ability to travel to more than one work location.
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.
Ensures 24/7 management operations for AE customers to meet customer service and business operations and standards. Develops performance measures, evaluates performance, and recommends appropriate actions to correct performance deficiencies. Prioritizes operations scheduling. Provides recommendations for the development, implementation, and evaluation of programs and activities related the operation of the AE Customer Service areas. Reviews, analyzes, and implements process improvement techniques to enhance AE’s service to its customers. Evaluates and provides recommendations regarding new technology and methods for possible utilization in AE’s customer service functions. Manages and responds to customer escalations. Manages activities including the development, monitoring, and tracking of departmental budget expenditures. Prioritizes projects and work activities. Coordinates division/section activities with other departments. Analyzes customer survey, benchmarking, and quality assurance data. Provides recommendations in the development and revision of policies, procedures, strategic goals, and objectives. Represents department at meetings with State agencies, government officials, vendors, and other City departments or the public.
Responsibilities- Supervision 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 customer service operations, techniques, and processes.
- Knowledge of residential and commercial call center service provision.
- Knowledge of utility billing practices, utility industry, and business operations.
- Knowledge of automated information and internal control systems.
- Knowledge of applicable processes, techniques, and methods.
- Knowledge of supervisory and management techniques, and principles.
- Skill in handling multiple tasks and prioritizing.
- Skill in using computers and related software applications.
- Skill in data analysis and problem solving.
- Skill in planning and organizing.
- Skill in oral and written communication.
- Skill in identifying and assessing potential process improvements.
- Ability to establish and maintain professional relationships with internal and external customers.
- Ability to resolve complex problems or situations.
- Ability to compile division reports.
- Ability to understand and explain industry trends, processes, and procedures.
- Ability to manage multiple programs, projects, and tasks.
- Ability to work with frequent interruptions and changes in priorities.
- Ability to train others.
- Ability to quickly recognize and analyze irregular events.
City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.
The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS , AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.
Supplemental Questions
Required fields are indicated with an asterisk (*). * Describe your experience in a lead or supervisory capacity in a customer service role. Please indicate your years of experience as well as the position(s) listed on your application that support(s) your answer.
- The minimum qualifications for this position include: Graduation with a Bachelor's degree from an accredited college or university with major coursework in a field related to the job, plus four (4) years of related experience, including two (2) years of experience which were in a supervisory capacity. Experience may substitute for education up to four (4) years. Do you meet these minimum qualifications?
- Yes
- No
- Please describe your experience working with vulnerable, low-to-moderate income or underserved communities.
- Describe your experience coordinating and supporting projects that include multiple external stakeholders.
- Describe your experience analyzing data (financial, customer, demographic and performance) to identify problems and opportunities.
- This position is classified as an “essential” position. The candidate must be able to work during emergencies or bad weather if they are scheduled to work and, in some cases, when they are not scheduled. Shifts may change according to departmental needs. Are you able to meet these schedule requirements?
- Yes
- No
- I acknowledge and understand this position requires a Criminal Background Check.
- Yes
- No
Required Documents Optional Documents
Salary : $45 - $59
