Austin Energy Customer Account Manager

  • City of Austin, TX
  • Austin, Texas
  • Nov 12, 2019
Full Time Accounting and Finance Administration and Management Environmental Services Natural Resources

Job Description

Posting Title Austin Energy Customer Account Manager
Job Requisition Number AE502038
Position Number 109617
Job Type Full-Time
Division Name Customer Account Management
Minimum Qualifications
Education and/or Equivalent Experience:
  • Graduation with a Bachelor's degree from an accredited college or university with major course work in a field related to the job plus four years related experience, two (2) in a supervisory capacity.
  • Experience may substitute for education up to four (4) years.

Licenses or Certifications:
  • None.

    Notes to Applicants
    Position Description:

    This position will lead and support cross-functional initiatives to improve the customer experience, earn the trust of Revenue Measurement & Control ( RMC ) stakeholders, and manage contract/vendor performance. The RMC Customer Account Manager will be accountable for organizational Performance Reporting, Business Intelligence, Data Analytics, Contract Management, Workforce Management, Process Improvement, Field Service Automation, Dispatch and Support. This position will report to the Director of RMC within Customer Account Management.

    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.

    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. Gaps in employment must include an explanation and dates of unemployment. 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.
    Assessments:
    • Your skill level in some of the competency areas for this job may be assessed through skills testing.
    • Candidates moving forward in the interview process will receive information and instructions for preparing a short presentation to be given as part of the interview process.
    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.
    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 in order 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.
    • This position is considered FLSA Exempt. Exempt employees are salaried and, except as provided, are not eligible for overtime compensation.


    Pay Range
    Commensurate

    Hours
    • Monday through Friday, 8:00am - 5:00pm.
    • The hours of operation for this work unit are 5:00am - 10:00pm.
    • This position is considered "essential" which may require you to work outside of normal business hours.

    Job Close Date 12/10/2019
    Type of Posting External
    Department Austin Energy
    Regular/Temporary Regular
    Grant Funded or Pooled Position Not Applicable
    Category Professional
    Location 1520 Rutherford Lane, Bldg. 1, Ste. 200, Austin, 78754
    Preferred Qualifications
    • Two (2) years of experience managing supervisors in the Meter-to-Cash function for an organization
    • Two (2) years of experience overseeing cross-functional projects, leading teams of managers across different work units
    • Experience managing field and support services in a utility environment
    • Experience leading Automation and Quality Assurance process improvements including data analytics
    • Experience leading teams in a Utility (electric, gas, water)
    • Experience managing multi-million dollar contracts including vendor performance management and quality assurance
    • Knowledge of and experience in applying project management principles and methodologies
    • Demonstrated experience developing and presenting technical information to non-technical audiences
    • Advanced business writing skills and ability to develop professional correspondence, presentations and reports
    • Skill and experience in applying data analytics, identifying trends, and implementing process improvements to enhance the customer experience
    • Intermediate proficiency with Microsoft Excel

    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.
  • Responsible for twenty-four hour seven day week management operations for Austin Energy customers to meet business operations and standards.
  • Develop performance measures, evaluate performance and recommend appropriate actions to correct performance deficiencies. Prioritize operations scheduling. Resolve work-related problems for subordinates.
  • Recommendation in the development, implementation, and evaluation of programs and activities related to the operation of the Austin Energy Customer Contact or Call Center.
  • Review, analyze and implement process improvement techniques to enhance Austin Energy's service to its customers.
  • Evaluate and provide recommendations regarding new technology and methods for possible utilization in Austin Energy's customer service function.
  • Manage division and/or section activities including development, monitoring and tracking departmental budget expenditures, develop, analyze and revise operating procedures. Prioritize projects and work activities. Coordinate division/section activities with other departments
  • Analyze customer survey and quality assurance data.
  • Provide recommendation in the development of policies, procedures, strategic goals and objectives.
  • Represent department at meetings with State agencies, government officials, vendors and other City departments or the general 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 Payment Processing, Cash Receipts, Credit and Collections, Billing or ARCP operations, techniques, and processes.
  • Knowledge of automated information and internal control systems.
  • Knowledge of utility billing practices, industry and business operations.
  • Knowledge of applicable processes, techniques and methods
  • Knowledge of accounting, bookkeeping, and budget procedures.
  • Knowledge of supervisory and management techniques.
  • 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


Criminal Background Investigation This position has been approved for 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.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* This position requires a Bachelor's Degree from an accredited college or university with major course work in a field related to the job plus four years related experience, two (2) in a supervisory capacity. Experience may substitute for education up to four (4) years. Do you meet these minimum qualifications?
  • Yes
  • No
* Please describe how you meet the minimum qualifications for this position.
(Open Ended Question)
* How many years of related supervisory experience do you have, including the full range of supervisory activities (selection, training, evaluation, counseling, and recommendation for dismissal)?
  • None
  • Less than one (1) year
  • Between one (1) and two (2) years
  • Two (2) or more years
* How many years of experience do you have managing supervisors in the Meter-to-Cash function for an organization?
  • None
  • Less than one (1) year
  • Between one (1) and two (2) years
  • Two (2) or more years
* Please describe in concise detail your experience as it relates to the question above. Be sure to include job title(s), your role and job duties.
(Open Ended Question)
* How many years of experience do you have overseeing cross-functional projects, leading teams of managers across different work units?
  • None
  • Less than one (1) year
  • Between one (1) and two (2) years
  • Two (2) or more years
* Please describe in concise detail your experience as it relates to the question above. Be sure to include job title(s), your role and job duties.
(Open Ended Question)
* Do you have experience managing field and support services in a utility environment?
  • Yes
  • No
* Describe your experience leading Automation and Quality Assurance process improvements including data analytics.
(Open Ended Question)
* Describe your experience leading teams in a Utility (electric, gas, water).
(Open Ended Question)
* Please describe your role in being accountable for vendor performance and quality assurance for multi-million dollar contracts.
(Open Ended Question)
* Describe your experience applying project management principles and methodologies. In which position(s) listed on your application did you gain this experience?
(Open Ended Question)
* Please describe your experience developing and presenting technical information to non-technical audiences.
(Open Ended Question)
* Please describe your experience in business writing and developing professional correspondence, presentations and reports.
(Open Ended Question)
* Please describe your experience applying data analytics, identifying trends, and implementing process improvements to enhance the customer experience. Include your experience with research, compilation, analysis, and reporting of complex data.
(Open Ended Question)
* Which of the following best describes your proficiency with Microsoft Excel?
  • No experience
  • Basic: create/edit simple spreadsheets, sort data, enter formulas
  • Intermediate: create/edit spreadsheets, create charts/graphs from spreadsheet data, hide and unhide rows/columns, use basic functions such as SUM, AVERAGE, and COUNT
  • Advanced: develop complex spreadsheets, create charts/graphs/tables, import data from external databases, use AutoFilter to analyze data, use complex functions/formulas for math & logic equations
* If identified as a top candidate, do you agree to a Criminal Background Investigation (CBI)?
  • Yes
  • No
* 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

Optional & Required Documents
Required Documents Optional Documents