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Customer Service Supervisor (Austin 3-1-1)

Posting Title Customer Service Supervisor (Austin 3-1-1) Job Requisition Number AE501660 Position Number 110412 Job Type Full-Time Division Name Customer Care 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 or Certifications:

Notes to Applicants

This position will provide Customer Service Supervisor personnel on an ongoing and as-needed basis to staff the Citywide Information Contact Center (Austin 3-1-1) to serve Austin residents and customers, and to support the business needs of City of Austin. This positions will allow Austin 3-1-1 to meet staffing level requirements, increase and decrease due to seasonal call volume demands, city-wide emergencies and power outages, ensure staff development, effectively manage and coach front line employees, and support the growth and various needs of Austin 3-1-1.

The City of Austin employment application is an official document; incomplete applications will not be considered. Please be sure that your application is a reflection of your entire work history. Describe your specific experience for each position. Include all job duties, responsibilities, and employment dates. Any gaps in employment must have an explanation and dates of unemployment.
Resumes will not be used to qualify for the requisition. Statements such as “see resume” will not be accepted. You may use “N/A” for fields that are not applicable. Starting salary will be based on overall relevant experience from your employment application.
The responses to the supplemental questions should reference the employment history listed in the employment history section. Once the requisition has closed, the application cannot be changed to update work history, supplemental questions, or any other information.
We reserve the right to verify high school and college education for the top candidate(s).
If you have any questions regarding your City of Austin employment application, please use the official website of the City of Austin as reference.
Candidates selected for interview(s) may be required to complete an assessment approved by Municipal Civil Service process, Rule 4.
Written and/or field assessments, may be administered before, during and/or after the hiring process.
Employees, in Good Standing, who are candidates within the department/division that the position resides in and who meet the minimum and 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.
Military/Veterans must provide a copy of their DD214 verifying honorable discharge, at the time of initial interview to receive military/veteran interview preference.
This position is categorized as Essential Personnel. Essential personnel is required to come to work during emergencies or bad weather if they are scheduled to work and in some cases when they are not scheduled.
Shift may change according to departmental needs.
Work hours may include after hours, holidays, and weekends.
Additional hours may be required to work outside of normal schedule.
The top candidate will be subject to a minimum 10 year criminal history background check and security threat assessment.

Pay Range

$24.36 – $31.56


Must be able to work any combinations of shifts between 6:00 a.m. to 10:00 p.m. Sunday thru Saturday.


Job Close Date
06/28/2018 Type of Posting External Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 1520 Rutherford Ln Preferred Qualifications

1. Two years (2) experience actively managing staff performance and telework staff performance for a team in a fast-paced environment.

2. One (1) years experience working in as a Government/Government Contractor/Municipal 311 Contact Center (311, 911, 211 Call Centers or similar)

3. Experience fostering and supporting a positive Customer Service driven work environment

4. Four years (4) experience with call center software systems; including CRM, workforce
management, quality and telephony systems

5. Four years (4) experience with crisis management situations

6. Exemplary ability to communicate information of a complex nature to upper management (both written and verbal).

7. Intermediate to advanced proficiency in Microsoft Office.

8. Must be flexible to work any shift, including nights, weekends and holidays in addition to hours outside regular work schedule

9. Ability to communicate effectively verbal and written form (English and Spanish)

10. One (1) year experience with quality methodologies, ie. Six Sigma, ISO, TQM, or similar.

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

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 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.
Does this job require a criminal background investigation? This position requires a criminal background investigation EEO/ADA

City of Austin is committed to compliance with the American 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 TTY (512) 974-2445.

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