Austin Water Customer Account Relationship Manager

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Job Description:

Austin Water Customer Account Relationship Manager

Purpose:

Under limited direction performs generalized customer care functions for Austin Water related to utility account configuration and billing.

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.

• Develops implements and manages customer care programs for Austin Water including proactive customer communications special billing utility billing customer communications and escalated customer account reviews.

• Manages development of standard operating procedures which document processes and ensures adequate internal controls are included in those procedures.

• Demonstrates continuous effort to improve operations decrease turnaround times streamline work processes and work cooperatively and jointly to provide quality seamless customer service.

• Participates in the development and implementation of goals objectives policies and procedures; assists or leads projects and programs.

• Evaluates program effectiveness and efficiency to meet departmental business goals.

• Recommends solutions to critical business issues and presents alternatives.

• Analyzes employee and business needs and develops short and long-range strategies goals and action plans to meet these needs.

• Develops prepares reviews and presents technical information before the executive team relevant boards and commissions and other groups.

• Coordinates cross-functional projects and personnel to assess departmental requirements.

• Oversees relevant customer management and city council information requests.

Minimum Qualifications:

• Graduation with a bachelors degree from an accredited college or university with major course work in a field related to the job plus five (5) years experience in a field related to the job including two (2) years which were in a supervisory capacity. Experience may substitute for education up to a maximum of four (4) years.

Preferred Qualifications:

• Experience with AMI/smart-meter implementation or utilization preferably as a project lead or heavily involved in AMI operations

• Experience using billing or customer usage data to evaluate and improve business processes

• Experience managing/supervising a staff of 10 including staff development assigning work evaluating performance developing strategies to manage team workload to ensure quality and timely results

• Experience educating external customers about utility/company business processes or programs including developing website content representing the utility/company with groups of customers or the media or developing process documentation

• Experience with customer account portal usage preferably as project lead or heavy involvement in developing/managing customer account portal including system enhancements

Notes to Candidate:

Position Overview:

This role manages the Austin Water Customer Service group within the Customer Service division. The position oversees daily operations that include proactive customer interactions in the MyATXWater portal billing and account escalation research resolution and customer engagement. Additionally the position manages special customer billing including evaporative loss program wastewater credits monthly wholesale customer billing program wastewater averaging program account alignments customer administrative hearings and utility bill adjustments.

Pay Range:

$80490.00 - $102200.00

Position(s) will be filled at the following location:

Waller Creek Center 625 E. 10th Street Austin Tx 78701

Days and Hours:

8:00 AM 5:00 PM Monday Friday. This position will be eligible for up to 2 days of telework per week.

Benefits:

Working with Austin Water provides a number of health and welfare benefits such as medical paid leave time a great retirement plan training opportunities and more click HERE for more information.

When completing the City of Austin employment application:

• A detailed complete employment application is required. It helps us to better evaluate your qualifications and will be used to determine salary if you are selected for this position.

• Provide each job title and accurate employment dates for all jobs included on the application.

• Your work history should include the duties you performed any supervisory or lead responsibilities and any equipment and computer software used.

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

• A résumé is required but will not substitute for a complete employment application. Incomplete applications will not be considered.

• A cover letter is also required. In the cover letter candidates should describe in concise detail their interest in this position and highlight any prior experience that is relevant to this position.

• Resumes will not be accepted.

If you are selected to interview:

• You will receive information and instructions for preparing a short presentation to be given at the time of the interview.

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 in the military or a veteran you will need to provide a copy of your DD-214 prior to confirming a start date.

• A criminal background investigation is required

Travel:

If you are selected for this position and meet theDriver Safety Standardsin 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.

Critical Employee:

• This position has been designated as critical for the City of Austin. Critical positions are necessary and vital and support activities that impact City or department operations. Work can be done while at a designated work site or while working at an alternate work location. Critical employees may be reassigned to another area to provide essential services to support any extraordinary situations or emergency conditions.

Secondary Employment:

• All Austin Water employees are prohibited from accepting or engaging in any secondary employment that might conflict or interfere with an employees duty and responsibility to the Department.

• Austin Water will review all secondary employment.

• Employees are required to submit a Secondary Employment Application for review and approval upon being hired with Austin Water as well as current Austin Water employees considering secondary employment.

90-day Provision:

This posting may be used to fill additional vacancies that occur within the department

Applicants are encouraged to apply immediately. Please note that the Department may close the job posting at any time after 7 days.

All Austin Water worksite locations are tobacco-free.Use of tobacco products and/or e-cigarettes is not permitted on any Austin Water worksite including construction sites parking lot garage or in any personal vehicle located on the premises.

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.