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Utility Account Supervisor (Collections)

Company: City of Austin, TX
Location: Austin
Posted on: May 19, 2019

Job Description:

Posting Title Utility Account Supervisor (Collections) Job Requisition Number AE501901 Position Number 109346 Job Type Full-Time Division Name Customer Account Management Minimum Qualifications Education and/or Equivalent Experience: 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, 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. Notes to Applicants POSITION DESCRIPTION : The Utility Account Supervisor - Collections will provide daily supervision of Credit & Collections including: managing account receivables, working closely in with external 3rd party collection agencies, coaching and developing associates, resolving customer complaints and assigning and monitoring of daily tasks to associates. Partnering with internal stakeholders to ensure collection activities are maximized across divisions and departments. APPLICATION : The City of Austin employment application is an official document; incomplete applications will not be considered. Please be sure that your application is a reflection of your entire work history. A detailed and complete employment application is required to help us better evaluate your qualifications and will be used to determine salary if you are selected for this position. Describe your specific experience for each position. Include all job duties, responsibilities, and employment dates. Any gaps in employment must have an explanation and dates of unemployment. Please be sure that your application is a reflection of your entire work history. Resumes will not be accepted. Statements such as "see resume" will not be accepted. You may use "N/A" for fields that are not applicable. Starting salary will be based on overall relevant experience from your employment application. Supplemental information or changes to your application will not be accepted after the job posting closes. The responses to the supplemental questions must reference the employment history listed in the employment history section. Once the requisition has closed, the application cannot be changed to update work history, supplemental questions, or any other information. We reserve the right to verify high school and college education for the top candidate(s). If you have any questions regarding your City of Austin employment application, please use the official website of the City of Austin as reference. www.austintexas.gov ASSESSMENTS : Candidates selected for interview(s) may be required to complete an assessment(s). VETERAN INTERVIEW PREFERENCE : Military/Veterans must provide a copy of their DD214 verifying honorable discharge. CRIMINAL HISTORY BACKGROUND CHECK : The top candidate will be subject to a minimum 10 year criminal history background check. WORK HOURS : This position is categorized as Essential Personnel. Essential personnel are required to work during emergencies or bad weather if they are scheduled to work and in some cases when they are not scheduled. Shift may change according to departmental needs. Work hours may include after hours, holidays, and weekends. Additional hours may be required to work outside of regular schedule. FAIR LABOR STANDARDS ACT : This position is considered FLSA Exempt. Exempt employees are salaried and, except as provided, are not eligible for overtime compensation. RELATED WORK EXPERIENCE : For this posting, Customer Service Experience is defined as interactions with both internal and external customers/consumers in platforms such as face to face and voice. Customer Service related experience means utility customer service, accounting/finance, banking, branch, payment channels, remittance processing, credit and collections. For this posting, Utility experience includes electric, water, gas, cable, telephone, or any municipality utility billing Pay Range $27.61 - $35.83 Hours Monday - Friday, 9am - 6pm. Shift may change according to departmental needs. Work hours may include after hours, holidays, and weekends. Additional hours may be required to work outside of regular schedule. Job Close Date 05/27/2019 Type of Posting External Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 721 Barton Springs Rd., Austin, Texas 78704 Preferred Qualifications Minimum one year experience in vendor management Minimum one year experience in CC&B Minimum one year experience in coaching and developing a team High proficiency in MS Excel Minimum one year experience in handling escalations Minimum one year experience developing, revising and implementing standard operating procedures, practices and policies 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- 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 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. Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA City of Austin is committed to compliance with the American 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 TTY (512) 974-2445. Supplemental Questions Required fields are indicated with an asterisk (*). * This position requires 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, 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. Do you meet these minimum requirements? Yes No * How many years of experience do you have handling customer escalations? Less than 1 1-2 years 2-3 years 3+ years * How many years of experience do you have developing and implementing policy, procedure and standard operating procedures? Less than one year between 1 and 2 years between 2 and 3 years more than 3 years * How many years of experience do you have working in Oracle's CC&B? Less than one year between 1 and 2 years between 2 and 3 years more than 3 years * How many years of experience do you have in vendor management? Less than one year between 1 and 2 years between 2 and 3 years more than 3 years * What is the average size of a team you have led and/or supervised? Less than 5 5-10 10-20 20+ * How many years of experience do you have coaching and developing a team? Less than one year between 1 and 2 years between 2 and 3 years more than 3 years * This position is categorized as an Essential Personnel position. Essential Personnel are required to come to work during emergencies and/or bad weather if they are scheduled to work and in some cases when they are not scheduled. Can you work this schedule as required? Yes No * If selected as a top candidate, do you agree to a criminal background investigation? Yes No Optional & Required Documents Required Documents Optional Documents

Keywords: City of Austin, TX, Austin , Utility Account Supervisor (Collections), Other , Austin, Texas

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