Utility Services Supervisor

Job Description:

Utility Services Supervisor

Description

Minimum Qualifications
Education and/or Equivalent Experience:

• Graduation from an accredited high school or equivalent, plus six years (6) years providing customer service to commercial, residential, or industrial utility customers, two (2) years of which were in lead or supervisory capacity.

Licenses or Certifications:

Texas Class C Driver License.

Notes to Applicants
The Utility Services Supervisor supervises the Distribution Services and Metering Dispatch offices. Key responsibilities include:
Overseeing day-to-day operations of business units responsible for controlled outage scheduling, job readiness, residential after-hours appointments, crew assignments, and skills assessments for crew staff.
Work Management for both business units’ field activities which include scheduling of CT service work, inspection, maintenance, solar, shared solar, meter installation, and creation of meter load profiles in CC&B.
Resolving escalations with internal and external customers, managing electric releases from City inspections, and overseeing the scheduling and coordination of 30 field service crew members.
Reviewing and dispositioning of To-Do orders, coordinating with various Austin Energy divisions and external City departments.
Responsible for new and existing programs with meter exchanges, contractor disconnect and demolition projects.
Leading work group projects, assigning tasks, supervising the completion of work, and reporting findings to manager.
Preparing and delivering performance appraisals to direct reports.
Creating reports to show performance measure trends and staff progress for management review.
*Performing routine and ad hoc financial audits for direct reports.

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:

• 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 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.

Assessments:
Your skill level in some of the competency areas for this job may be assessed through skills testing.
Pay Range
Commensurate
Hours
Monday-Friday: 6:00 a.m. to 2:30 p.m.
This position is classified as essential.
Please refer to the Work Schedule in the notes to applications section below regarding essential personnel.
Job Close Date 04/28/2025 Type of Posting External Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 4411 B Meinardus Drive, Austin, TX 78744 Preferred Qualifications
Preferred Experience:

• Experience with related software applications such as Customer Care & Billing (CC&B), AMANDA , and Mobile Workforce Management ( MWM ).
• Experience handling customer escalations.
• Experience processing utility service orders.
• Experience using Microsoft applications, including Word, Excel, Outlook, and Teams.
• Experience developing, revising, and implementing standard operating procedures, practices, and policies.
• Experience extracting data from multiple database applications, creating detailed and comprehensive spreadsheets and documents.
• Experience communicating and presenting written and oral summaries to management and external customers.
• Experience leading a team to provide quality and timely Field Operations work, including using data analysis for scheduling, forecasting, and tracking field work.
• Experience using data and analytics to influence actionable data-based decisions to improve quality, employee, team and/or organizational performance.
• Well-organized time management skills including the ability to shift priorities when necessary with minimal impacts to day-to-day operations.

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, revises, and implements standard operating practices, policies, and procedures for the section/division. Assists customers in obtaining and maintaining efficient services, and to educate and inform consumers in the conservation of utilities. Determines goals, objectives, and resource requirements for activities within the division. Develops, implements, and manages inventory control programs to minimize loss of equipment, consumption, and revenue. Provides technical advice and assistance to employees, City management, contractors, and citizens. Coordinates division activities with other divisions and departments. Prepares financial summaries, performance measures, data, and reports for management review. Monitors the functions of researching and investigating utility billing records and various technical metering records to assess fees and charges from meter tampering, equipment failures, and billing errors. Plans, develops, implements and conducts on-going education and in-service training programs for employees and citizens.

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 fiscal planning and budget preparation.
• Knowledge of supervisory and managerial techniques and principles.
• 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 and 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.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* This position requires graduation from an accredited high school or equivalent, plus six years (6) years of experience providing customer service to commercial, residential, or industrial utility customers, two (2) years of which were in lead or supervisory capacity. Do you meet these minimum qualifications?

• Yes
• No

* Please describe in detail how you meet the minimum qualifications for this position.
(Open Ended Question)
* Please describe your experience leading or supervising staff responsible for providing customer service to commercial, residential, or industrial utility customers. In which position(s) listed on your application did you gain this experience?
(Open Ended Question)
* 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.

* 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

* This position requires a Texas Class C Drivers License. Do you have a Texas Class C Drivers License or if selected for this position, do you have the ability to acquire a Texas Class C Drivers License by your hire date?

• Yes
• No

* The City of Austin Driver Eligibility Standards require that External New Hires meet the City’s Driver Record Evaluation (DRE) requisite. To be considered for a driving position, applicants cannot have more than three moving violations or a total of six Driver Record Evaluation points within a period of thirty-six (36) months. Do you meet this requirement?

• Yes
• No

* Describe your experience with related software applications such as Customer Care & Billing (CC&B), AMANDA, and Mobile Workforce Management (MWM).
(Open Ended Question)
* Please describe your experience handling customer escalations.
(Open Ended Question)
* Describe your experience processing utility service orders.
(Open Ended Question)
* Describe your experience using Microsoft applications, including Word, Excel, Outlook, and Teams.
(Open Ended Question)
* Describe your experience developing, revising, and implementing standard operating procedures, practices, and policies.
(Open Ended Question)
* Describe your experience extracting data from multiple database applications, creating detailed and comprehensive spreadsheets and documents.
(Open Ended Question)
* Describe your experience communicating and presenting written and oral summaries to management or external customers.
(Open Ended Question)
* Describe your experience leading a team to provide quality and timely Field Operations work, including using data analysis for scheduling, forecasting, and tracking field work.
(Open Ended Question)
* Describe your experience using data and analytics to influence actionable data-based decisions to improve quality, employee, team and/or organizational performance.
(Open Ended Question)
* Describe your time management skills and experience shifting priorities when necessary with minimal impacts to day-to-day operations.
(Open Ended Question)


Optional & Required Documents

Required Documents Optional Documents