AW Customer Service Manager

Minimum Qualifications

Education and/or Equivalent Experience:

• Graduation with a Bachelor’s degree from an accredited college or university in Business or a related field, plus four (4) years of related experience, including two (2) years of experience which were in a supervisory capacity.
• One (1) additional year of related experience may substitute for one (1) year of the required education up to a maximum of four (4) years substitution.

Licenses or Certifications:

None

Preferred Qualifications

Preferred Experience:

• Experience leading a fast-paced 24/7 customer service dispatch center
• Experience successfully creating a positive customer experience culture while maintaining operational and dispatch response times
• Experience working with customer service & dispatch center technology, such as customer relationship management, telephony, dispatch radio, utility billing, and scheduling & forecasting

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.

1. Assists in the development, implementation, and evaluation of programs and activities related to the operation of the Austin Water Customer Service Center for Dispatch Services.
2. Maintains appropriate staffing levels and scheduling to uphold twenty-four-hour customer service center operations for Austin Water customers.
3. Plans, deploys, manages, and ensures service requests, work orders, and asset management and information systems are in compliance with regulatory requirements.
4. Provides single point of contact for Austin Water customers.
5. Recommends and reviews activities of the “Best-in-Class” customer service centers.
6. Utilizes process improvement techniques to enhance Austin Water’s service to its customers.
7. Evaluates new technology and methods for possible inclusion in Austin Water’s customer service function.
8. Complies with training guidelines, processes, and procedures.
9. Analyzes customer survey and quality assurance data.
10. Assists in the development of strategic goals and objectives with AW Operations Manager for the Customer Service Center.

Pay Range

$41.50 – $53.94

Hours

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.

Location

3907 S Industrial Dr, Austin, TX 78744