Utility Account Supervisor

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• Make a Difference: Join a team driving meaningful change in one of the fastest-growing cities in the nation.

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• 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.

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• 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.

Job Description:

Utility Account Supervisor

Purpose:

Under general direction supervises the operations and activities of personnel in the administration of City of Austin utility account management services including billing collections and payment processing.

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.

• Supervises utility account management activities to ensure timely and correct data related to bill production.

• Assists in resolving 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 collections payment and payment arrangement functions.

• Reviews and approves account documentation.

• Ensures accuracy of City of Austin Utilities systems of record.

• Provides technical advice and assistance to employees City management contractors and citizens.

• Coordinates division activities with other divisions and departments.

• Prepares financial summaries operational performance measures data and reports for management review.

• Plans develops implements and conducts ongoing education and in-service training programs.

• Provides employees with guidance in handling difficult or complex problems and resolves escalated complaints or issues.

Responsibilities - Supervisor 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 practices policies 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.

Minimum Qualifications:

• Graduation with a bachelors degree from an accredited college or university with major coursework in a related field plus five (5) years of experience providing customer service including two (2) years of experience which were in a lead or supervisory capacity.

• Related experience may substitute for education up to a maximum of four (4) years.

Licenses and Certifications Required:

None.

Preferred Qualifications:

• Experience working in high volume contact center. (See notes to applicant for definition).

• Experience as a lead or supervisor in a high-volume call center. (See notes to applicant for definition).

• Experience with call quality monitoring and coaching of a team.

• Experience with performance management of a team.

• Experience with residential or commercial utility processes. (See notes to applicant for definition).

• Experience with Oracles CC&B or other automated billing system.

• Ability to work/support a 12-9 pm shift with rotational weekends.

• Bilingual in English and Spanish. (Preferred)

Notes to Candidate:

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 clickHEREfor more information.

Pay Range: Entry: $65390.00

- Mid: $81740.00

Schedule: 12:00PM - 9:00PM with rotational weekends

Location: 4815 Mueller Blvd Austin Texas 78723

Job Close Date: November 13 2025

Employment Application:

• The City of Austin employment application is an official document;incomplete applications will not be considered.

• 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.

• Responses to the Supplemental Questions inquiring about experience should be reflected on application.

• Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.

• 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.

Good Standing Employees

Employees in Good Standing who are candidates within thedepartment/division that the position resides in and who meet the minimum and all of the 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.

Travel:If you are selected for this position and meet the Driver Safety Standards in the City of AustinDriver Safety Programyou 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.

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 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.

Please be aware that the Job Posting Close Date reflects the final day to apply but the posting will close at 11:59 PM the day before the date listed. All application steps including attachments and submission must be fully completed before that time.

We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed it will no longer be viewable in the system.

For this position:

• A high volume call center is greater than 1M interactions (phone chat and email)

• Utility Service is defined as electricor water utilities

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 addition the City will not discriminate in employment decisions on the basis of an individuals 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 or Texas Relay by dialing 7-1-1.