Supervisor, Customer Service - Austin 311

Customer Service Supervisor

The Customer Service Supervisor in the Austin 3-1-1 Call Center plays a critical role in supporting seamless operation of the 24x7 city-wide contact center which serves numerous City of Austin (COA) departments and over 47 divisions. The AE Customer Service Supervisor is responsible for a range of activities from Call Center Operations, process and procedure communication, after action review with root cause analysis, supporting crisis calls and incident command, and end to end hiring and on-boarding, employee development and recognition, ensuring requester satisfaction with 311 customer service, continuous improvement of programs and processes managed by Austin 3-1-1, and addressing resident escalations.

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.

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 ongoing education and in-service training programs.

Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.

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.

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.

None.

Experience fostering and supporting a positive customer experience driven work environment.

Experience managing large-scale high-volume contact centers (ex. 211, 311, 411, 911) within the municipal or government environment including oversight of 24/7 operations serving the city residents and utility customers.

Experience supervising, training and leading hybrid or remote teams in an inbound call center environment exceeding 1,000,000 annual customer interactions across multiple channels (phone, chat, e-mail) with both full time employees and contractors.

Experience managing call center and technologies processes and performance tools such as Workforce Management, Service Level Management, Telephony platforms, and Customer Relationship Management systems (ex. Motorola PremierOne CSR).

Experience managing and responding to crisis management, business continuity and emergency incident command situations, ensuring interrupted essential services and incident command tools (VEOCI).

Experience communicating complex operational or technical information, including performance metrics and analytical findings through clear reports and presentations to upper management.

Experience utilizing root cause analysis and continuous improvement methodologies such as Lean 6 Sigma and ISO to enhance customer experience and operational efficiency, as well as working with personal projects across business units.

Ability to prioritize and manage multiple initiatives and timelines, balancing workload against operational risk, cost impact and customer service objectives.

Intermediate to advanced proficiency in Microsoft Office.

Ability to communicate effectively in verbal and written form, in both English and Spanish.

$62,280 - $77,850 annually

Must be able to work any combination of shifts starting between 6:00 am to 11:00pm Sunday-Saturday; Shifts are eight or ten hours.

• 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.
• Austin 3-1-1 is 24*7, weekends, holidays, and evenings will be required.
• Shifts may change according to departmental needs.
• Employee may be required to work additional hours outside of regular work schedule.

JOIN THE CITY OF AUSTIN TEAM

At the City of Austin, we are more than just an employerwe are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles Empathy, Ethics, Excellence, Engagement, and Equity that anchor our delivery of services that significantly impact the lives of Austinites. 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.
• Value and Innovation : Work in an environment where employees are 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 that 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.

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 View phone number on click.appcast.io or Texas Relay by dialing 7-1-1.