Austin Water - Customer Service Supervisor

Job Description:

Austin Water - Customer Service Supervisor

Description

JOIN THE CITY OF AUSTIN TEAM

At the City of Austin, we are more than just an employer-we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles - Empathy, Ethics, Excellence, Engagement, and Equity - anchors in delivering services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.

What Makes the City of Austin Special?

• Make a Difference : Join a team driving meaningful change in one of the fastest-growing cities in the nation.
  
• Value and Innovation : Work in an environment where employees are valued and innovation thrives.
  
• 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.
  
• Sustainable Transportation Options : Commute easily with access to public transit and bike-friendly infrastructure.
  
• Focus on Wellness : Stay healthy through wellness programs, on-site fitness centers, and mental health support.
  
• 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.

ABOUT AUSTIN WATER:
For over 100 years, Austin Water has been committed to providing safe, reliable, high-quality, and affordable water services to our customers. Today, we serve over 1,000,000 people in the Austin metropolitan area, across more than 548 square miles. As one of the fastest-growing cities in the country, we’re not just keeping up-we’re leading the way with sustainable infrastructure, advanced treatment technology, and environmental innovation.

Austin Water consistently ranks among the best in the country when it comes to water quality. We also treat, return, and recycle wastewater in ways that protect environmental resources. Austin Water exceeds federal and state requirements for clean water and environmental compliance at our water and wastewater treatment plants.

Job Description:

Purpose:

Under general direction, supervises the operations and activities of personnel in the administration of city services, to assist customers in obtaining and maintaining services, and to educate and inform consumers.

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 - 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 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.
  

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, 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 and Certifications Required:

• None
  

Preferred Qualifications:

• Experience in a utility or similarly regulated entity and/or experience dispatching service crews using 2-Way Radio Base Station, or other type of radio communications.
  
• Knowledgeable in the operation and support of a high volume inbound 24/7 call center and experience managing complex employee schedules including approval of employee leave and ensuring adequate coverage to meet business needs.
  
• Demonstrated experience working effectively with other departments or units within an organization to meet business objectives, experience communicating a clear vision and strategic direction for employees and providing training to meet performance goals.
  
• Experience in a lead or supervisory role developing and implementing team performance measures, tracking metrics, and identifying performance gaps to improve quality of service, database experience and the ability to collect data in a variety of formats, data entry, and produce reports.
  
• Strong organizational skills and demonstrated experience in planning, organizing, and working with frequent interruptions and changes in priorities.
  

Notes to Candidate:

Position Overview:

The Customer Service Supervisor position is responsible for supervising the staff operating a 24/7 dispatch call center, (Customer Service Contact Center), including handling phone, radio calls and email requests from internal and external customers with emergency and non-emergency issues pertaining to water and wastewater assets maintained by the City of Austin. In addition, this position is responsible for overseeing the logging of customer calls, funneling service requests to the right operations work group, quality control and documentation of work performed by all CSR's, having knowledge of City of Austin procedures as well as Austin Water procedures. This position is also responsible for call center data, employee training and coaching, running reports and maintaining standards.

Teleworking and Alternative Work Schedules are available, after initial training period.

Pay Range:

$62,280 - $77,850 annually

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

• Glen Bell Service Center: 3907 S. Industrial Blvd.
  

Days and Hours:

• 9:30 AM-6:00 PM, Monday - Friday
  
• This is an Essential Position, requiring on-call availability and mandatory service in certain situations. All shifts may be required to work overtime, on-call, weekends, nights, holidays, and during bad weather events. Work hours may be subject to change at management's discretion based on business needs.
  

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 .
  

If you are selected to interview:

• Your skills and competencies for this job will be assessed prior to being invited to interview. A 70% or above on all the assessments is required to be considered for the next step.
  

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 and proof of your professional licenses or certifications.
  
• 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.
  

Driving Requirement:

• This position requires a valid Texas Class C Driver License or the ability to acquire one by your hire date. External New Hires must meet the City of Austin’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.
  

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 Employee:

This position has been designated as essential for the City of Austin. Essential positions maintain emergency services or provide public health, safety, utility services, and welfare of the community. In the event of a designated emergency, these positions will be called back or retained to assist with operations and recovery.

Secondary Employment:

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

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.

Closing Date/Time: 2025-12-30