Customer Service Supervisor

Job Description:

Customer Service Supervisor

Description

JOIN THE CITY OF AUSTIN TEAM

At the City of Austin, we are more than just an employer-we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. Our guiding principles-Empathy, Ethics, Excellence, Engagement, and Equity - anchor our approach in delivering services that significantly impact the lives of Austin residents. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.

What Makes the City of Austin Special?

• Make a Difference: Join a team driving meaningful change in one of the fastest-growing cities in the nation.
  
• Diverse and Inclusive Workplace: Work in an environment where every voice is valued, and Innovation thrives.
  
• Competitive Benefits: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
  
• Retirement Security: Plan for the future with the City of Austin Employees' Retirement System.
  
• Sustainable Transportation Options: Commute easily with access to public transit and bike-friendly infrastructure.
  
• Focus on Wellness: Stay healthy through wellness programs, on-site fitness centers, and mental health support.
  
• Career Growth: Advance your skills and expertise with professional development and leadership opportunities.
  
• Modern Workspaces: Work in innovative and sustainable environments designed to foster collaboration and inspiration.
  

By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.

This position reports to the Residential Utility Contact Center (UCC) and supervises the day to day operations for Customer Service Representatives and Customer Service Rep Sr's with strong oral and written communication/customer service skills. The UCC is the primary point of contact for the City of Austin's residential customers for move requests, billing inquiries, payment arrangements, customer disputes for services, fees, and rates. We are also the primary point of contact for electric outage and emergency response for all citizens in the service territory.

Job Description:

Customer Service Supervisor

Purpose:

Under general direction, supervises the operations and activities of personnel in the administration of city services, to assist customers in obtaining and maintaining services, and to educate and inform consumers.

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.

• Resolves customer conflicts and provides options to ensure customer satisfaction.
  
• Develops, revises, and implements standard operating practices, policies, and procedures for the section/division. Determines goals/objectives/resource requirements for activities within the division.
  
• Oversees billing collection and payment arrangement functions.
  
• Reviews and approves account documentation.
  
• Provides technical advice and assistance to employees, city management, contractors, and citizens.
  
• Coordinates division activities with other divisions and departments.
  
• Ensures all Citizen Assistance Forms are assigned to respective sections and processed within set deadlines.
  
• Prepares financial summaries, performance measures, data, and reports for management review.
  
• Plans, develops, implements and conducts on-going education and in-service training programs.
  

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 practice, policy 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, two (2) years of which were in a lead or supervisory capacity.
Experience may substitute for education up to a maximum of four (4) years.

Licenses and Certifications Required:

None

Preferred Qualification:

• Experience working in high volume contact center. (See notes to applicant for definition).
  
• Experience as a lead or supervisor in a high-volume call center. (See notes to applicant for definition).
  
• Experience with call quality monitoring and coaching of a team.
  
• Experience with performance management of a team.
  
• Experience with residential or commercial utility processes. (See notes to applicant for definition).
  
• Experience with Oracle's CC&B or other automated billing system.
  
• Ability to work/support a 12-9 pm shift with rotational weekends.
  
• Bilingual in English and Spanish. (Preferred)
  

Notes to Candidate:

Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more. Please click HERE for more information.

Pay Range: Entry: $29.23- Mid: $36.54 per hour

Schedule: 12:00PM - 9:00PM, with rotational weekends

Location: 4815 Mueller Blvd, Austin, Texas, 78723

Job Close Date : Sept 14 , 2025

Employment Application:

• The City of Austin employment application is an official document; incomplete applications will not be considered.
  
• 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.
  
• Responses to the Supplemental Questions inquiring about experience should be reflected on application.
  
• Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
  
• 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.
  

If you are selected as a top candidate:

• 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.
  

Good Standing Employees

Employees, in Good Standing, who are candidates within the department/division that the position resides in and who meet the minimum and all of the preferred qualifications (if any) of the position will be included in the initial interview. Department/division employee must remain in Good Standing through the Top Candidate Selection phase at which time the Good Standing status will be re-verified.

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.

Work Schedule:

• This position is categorized as Essential Personnel with the City of Austin. Essential staff are required to work during emergencies or bad weather if they are scheduled to work and, in some cases, when they are not scheduled. Essential employees ensure the continuance of key operations to maintain the safe delivery of electric service for the City of Austin.
  
• 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.
  

Please be aware that the Job Posting Close Date reflects the final day to apply, but the posting will close at 11:59 PM the day before the date listed. All application steps, including attachments and submission, must be fully completed before that time.

We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed, it will no longer be viewable in the system.

For this position:

• A high volume call center is greater than 1M interactions (phone, chat and email)
  
• Utility Service is defined as electric or water utilities
  

EEO Statement for City of Austin:

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.

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.

Closing Date/Time: 2025-09-17