Customer Service Supervisor (For City of Austin Employees Only)

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:
None
Notes to Applicants

The Development Services Department ( DSD ) assists homeowners, business owners, and contractors when they build, demolish, remodel or perform any type of construction to ensure compliance with applicable city and building codes.

DSD is seeking a Customer Service Supervisor for the 3-1-1 & Code Connect workgroup in the Support Services division.

Working with the City of Austin provides a number of health and welfare benefits. Please click HERE for more information.

Employment Application:
The City of Austin Employment Application is an official document; incomplete applications will not be considered. A detailed, complete employment application is required.

• Please be sure to detail on the application all relevant employment to be considered as part of your qualifications.
• This detailed application will be evaluated for the qualifications and will be used to establish base pay if you are selected for this position. Be sure to provide job titles, number of employees supervised and employment dates for all jobs you wish to be considered. Describe your specific experience for each position including all job duties and responsibilities.

Post Interview Verification:
If you are selected as the top candidate for a position, DSD -HR will contact the current and former employer, as well as the professional references listed in the application. Please ensure the contact information on the application is accurate. Top candidates will also be required to provide proof of education from an accredited organization, copies of any professional licenses or certificates listed on the application and a copy of your DD-214 if claiming veteran’s preference.
Assessment(s): Candidates selected for interview may undergo a skill/competency based assessment(s).

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.

Critical Employee: Critical employees are considered necessary and vital and support activities that impact City or department operations. This work can be done while at a designated work site or while working at an alternate work location. Critical employees who are able to work at an alternative work location are required to do so. Schedules may be modified, and employees may be reassigned to another area during extraordinary situations or emergency conditions to provide essential services.

THE DEPARTMENT MAY CLOSE THIS JOB POSTING AT ANY TIME AFTER 7 DAYS .
Pay Range
$29.23 - $36.54 per hour
Hours
Monday - Friday; 7:30 a.m. - 4:30 p.m.
Limited telework opportunities may exist.
Job Close Date 10/31/2024 Type of Posting Reserved for City Employees Department Development Services Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 6310 Wilhelmina Delco Drive, Austin, TX 78752 - PDC Preferred Qualifications Experience leading a customer service team and providing recommendations regarding new technology and methods for possible utilization in all customer service functions. Knowledgeable of all aspects of customer service channels including, Live agent chat, group email account monitoring, customer service requests, and call-center operations. Conducting analysis and the ability to implement process improvement techniques to enhance services to its customers. Maintaining and monitoring service channel databases and serving as the first line response to customer escalations. Experience analyzing customer survey, benchmarking, and quality assurance data. Knowledgeable with Motorola Premier One Customer Service Request system, AMANDA , Enterprise Service Bus software, AVAYA Call Management System, and Microsoft Office suite including Visio, Word, PowerPoint, Access, Excel, PowerBI, Power Automate, and Power Apps. 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.


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- 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.

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.

Information For City Employees: If you are an employee within the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* This position requires 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. Do you meet these requirements?

• Yes
• No

* Are you a current City of Austin employee?

• Yes
• No

* This position requires a criminal background investigation (CBI). 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 Investigation.

* Please describe your customer service supervisory experience, including the number of employees you supervised.
(Open Ended Question)
* Please briefly describe your knowledge and experience of all aspects of customer service channels including, Live agent chat, group email account monitoring, customer service requests, and call center operations.
(Open Ended Question)
* Please describe your experience with process analysis or process improvement.
(Open Ended Question)
* How many years of experience do you have handling customer escalations?

• less than 1 year
• 1-2 years
• 2- 5 years
• 5+ years

* Do you have experience in Systems Administration with Motorola CRM Software?

• Yes
• No

* Please describe your level of experience using the following Microsoft Office Suite: Excel, Word, PowerPoint, Visio, Outlook and Access.
(Open Ended Question)
* Do you have experience with AMANDA or another Case Management system?

• Yes
• No

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

• Yes
• No

Optional & Required Documents

Required Documents Cover Letter Resume Optional Documents

• 

• City of Austin

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