Customer Service Supervisor (City of Austin Employees Only) Job at City of Austin
Position Information
Posting Title
Customer Service Supervisor (City of Austin Employees Only)
Job Requisition Number
AFD300443
Position Number
117271
Job Type
Full-Time
Division Name
Fire Inspection Cs
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 Customer Service Supervisor position is responsible for administratively managing, developing and creating process improvements for multiple specialized programs within the Prevention Division. Programs include High-Rise Inspections, Hazardous Materials Permitting, Hydrant Flow Testing, Plan Submittal Program and other programs as assigned. The position will assist external customers in obtaining and maintaining services offered at Prevention. In addition, the Customer Service Supervisor will oversee administrative staff that support the various sections, develop program plans and compile informational reports. This is a demanding and fast-paced position, which involves constant program improvements, multi-tasking and leadership skills.
Daily tasks include, but are not limited to:
- Provides assistance to internal and external customers.
- Develops, monitors, and implements a variety of programs, projects and activities.
- Tracks and evaluates program performance data.
- Supervises, coaches, and trains administrative staff.
- Answers telephone calls to assist or route callers to appropriate personnel.
- Processes Prevention Division fees.
- Resolves payment discrepancies and reviews transactions for accuracy.
- Participates in the cross-training program:
- Collaborates with other administrative personnel to create, identify, and report on areas within the program;
- Serves as a back up to other sections within the division;
- Assists with training of new staff; and
- Creates/Edits/Updates Standard Operating Procedures for the Prevention Division.
- Prioritizes conflicting needs; handles matters expeditiously, proactively, and follows-through on projects to successful completion, often with deadline pressures.
- Collaborates with AFD engineers and uniformed personnel to develop and implement Prevention Division programs.
- All other duties as assigned.
Please note the following when completing the City Of Austin application for this position.
- A detailed and complete employment application is required to help better evaluate the applicant’s qualifications and will be used to determine salary if the applicant is the top candidate that is selected for this position.
- A resume is required and will not be accepted in lieu of a complete online application.
Pay Range
$27.90 – $34.17
Hours
Monday – Fridays; 8:00 a.m. to 5:00 p.m.
Job Close Date
03/27/2023
Type of Posting
Reserved for City Employees
Department
Fire
Regular/Temporary
Regular
Grant Funded or Pooled Position
Not Applicable
Category
Professional
Location
6310 Wilhelmina Delco Dr., Austin, Texas 78752
Preferred Qualifications
- Ability to work efficient and effectively in a very fast-paced environment.
- Experience managing multiple organizational programs, writing reports and strategic planning process as well as advanced Microsoft Office skills.
- Experience leading or supervising staff.
- Ability to exercise sound judgment, tact and diplomacy in all dealings and maintain confidentiality as required.
- Ability to work and communicate effectively with all levels of employees and external customers while conveying a positive, service-oriented attitude.
- Ability to work both independently and in a team environment.
- Ability to multi-task and possess a high level of attention to detail.
- Ability to travel to more than one 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.
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