Austin Energy Customer Account Manager - Remittance Processing (For AE Employees Only)

Minimum Qualifications

• 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 (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.

Licenses and Certifications Required:
None.
Notes to Applicants
This Manager-level position will oversee revenue application functions for City of Austin Utilities, including payment processing and implementation and management of multiple payment channels. The position is responsible for providing operational oversight, strategic leadership, development and leadership of people, and program implementations tied to improved customer experience and timely/accurate payment postings for $2 billion in annual billed revenue.

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. 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.

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:

• 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.

Fair Labor Standards Act:

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.

Essential:

This has been designated as an Essential Employee position. In the event of a City-designated emergency, Essential Employees provide services that impact the public health, safety, utility services, and welfare of members of the Austin community and other employees and ensure the continuity of essential operations. In such an emergency, Essential Employees may be called back in, may be required to modify their schedule, may be assigned to a City-designated work site, or may be retained on site to assist with operations and recovery.
Pay Range
Commensurate

Hours
Monday - Friday
5:30 a.m. - 2:30 p.m.
Job Close Date 08/19/2024 Type of Posting Departmental Only Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 2500 Montopolis Dr, Austin TX Preferred Qualifications
Demonstrated skill and experience with financial management including remittance processing, account reconciliation, and financial controls

Demonstrated leadership experience including establishing strategic direction for a work team, resource planning, change management, and managing tactical execution

Experience managing multi-million dollar contracts including vendor performance management and quality assurance

Experience managing multiple payment channels or omni-channel payment processing

Experience with utility billing systems or other customer billing systems

Experience overseeing high-visibility, cross-functional projects

Demonstrated skill and experience with data analytics including research, compilation, analysis, and reporting of complex data

Demonstrated skill and experience with presenting technical information to non-technical audiences

Advanced business writing skills and ability to develop professional correspondence, presentations and reports

Intermediate proficiency with Microsoft Excel

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 Account functions to meet financial 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 to the operation of the AE Customer Account 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 and account management functions. Provides necessary information to support customer service resolution of customer account 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, and 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 Payment Processing, Cash Handling, Credit and Collections, Billing or Customer Account Management operations, techniques, and processes.
• Knowledge of automated information and internal control systems.
• Knowledge of utility billing practices, utility industry and business operations.
• Knowledge of applicable processes, techniques, and methods.
• Knowledge of accounting, bookkeeping, and budget procedures.
• 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.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA
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 (*).
* 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

* This position is categorized as "Essential Personnel". Essential Personnel are considered critical positions and may be required to work during emergencies outside of or in addition to the normal schedule. If offered the position, are you willing to work scheduled and unscheduled hours as mandated by the needs of the business?

• Yes
• No

* Describe your experience with financial management including remittance processing, account reconciliation, and financial controls.
(Open Ended Question)
* Are you a current Austin Energy employee?

• Yes
• No

* This position requires a criminal background check. By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.

• I acknowledge and understand this position requires a Criminal Background Check.

* Describe your experience performing the full range of supervisory responsibilities in a related field including selection, training, evaluation, counseling, and recommendation for dismissal.
(Open Ended Question)
* Describe your leadership experience including establishing strategic direction for a work team, resource planning, change management, and managing tactical execution.
(Open Ended Question)
* Describe your experience managing multi-million dollar contracts including vendor performance management and quality assurance, and working cross-functionally with various stakeholders.
(Open Ended Question)
* Describe your experience managing multiple payment channels or omni-channel payment processing.
(Open Ended Question)
* Describe your experience with utility billing systems or other customer billing systems.
(Open Ended Question)
* Describe your experience overseeing high-visibility, cross-functional projects.
(Open Ended Question)
* Describe your experience with data analytics including research, compilation, analysis, and reporting of complex data.
(Open Ended Question)
* Describe your experience with 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)
* Which of the following best describes your proficiency with Microsoft Excel?

• No experience with Microsoft Excel
• Limited or no MS Excel experience, but proficiency with another spreadsheet application such as Lotus 1-2-3 or Apple Nubers
• 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

* Do you have the ability to travel to multiple sites as part of the regular job duties?

• Yes
• No

Optional & Required Documents

Required Documents Optional Documents

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