Client Relationship Analyst - Utility Customer Service Center (Walk-in Ctr)

Job Description:

Client Relationship Analyst - Utility Customer Service Center (Walk-in Ctr)

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. Our guiding principles-Empathy, Ethics, Excellence, Engagement, and Equity - anchor our approach in delivering services that significantly impact the lives of Austin residents. 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.
  
• Diverse and Inclusive Workplace: Work in an environment where every voice is 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 designed to 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.

Job Description:

Purpose:

Under general direction, this position plans, manages, and coordinates key account and mid-market client relationship activities for Austin Energy (AE).

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.

• Provides direct, one-on-one, expertise and services, ensuring commercial, industrial and residential customers obtain and maintain efficient use of utility services.
  
• Develops and evaluates plans for a variety of projects, programs, and activities. Conducts information training and education programs.
  
• Identifies, investigates, and analyzes key issues; assists in the development of comprehensive options to resolve them.
  
• Initiates and processes billing adjustments and account corrections in accordance with established procedures.
  
• Assists in the auditing of utility accounts, research usage, determines average consumption, verifies and calculates rates, investigates high costs or other anomalies for possible causes and resolution.
  
• Extracts data from multiple database applications, assists with creating detailed and comprehensive reports to present facts, utility usage and cost, monitors and communicates performance results.
  
• Maintains, safeguards, and provides original documents of record.
  
• Partners with other City departments and staff to ensure customer utility issues are addressed and resolved.
  
• Participates in continuing education as it relates to customer service delivery, obtaining and maintaining Smith Driver Certification, and the operations of the city, and/or its departments.
  

Responsibilities - Supervisor and/or Leadership Exercised:

None.

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 the applicable principles, laws, rules, regulations and practices of utility service operations.
  
• Knowledge of accounting and billing procedures
  
• Knowledge of effective research and analysis methods.
  
• Knowledge of preferred business practices
  
• Knowledge of case management principles.
  
• Skill in oral and written communication.
  
• Skill in using computers and related software applications.
  
• Skill in data analysis and problem solving.
  
• Skill in handling multiple tasks and prioritizing.
  
• Ability to work with frequent interruptions and changes in priorities.
  
• Ability to establish and maintain effective communication and working relationships with City employees and the public.
  

Minimum Qualifications:

• Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a field related to the job, plus three (3) years related experience.
  
• Experience may substitute for education up to a maximum of four (4) years.
  

Licenses and Certifications Required:

• May be required to obtain a Smith Driver Certification within six (6) months of employment.
  

Preferred Qualifications:
1. Experience working in a Customer Service environment and knowledge of excellent customer service skills.
2. Experience in cash handling including reconciliation.
3. Experience with a table-based billing system such as Oracle's Customer Care and Billing. 4. Experience handling customer escalations.

5. Experience working for a utility (Electric, Water, Gas, Cellular)

Notes to Candidate:

For this posting:

Customer service experience is defined as interactions with external and internal customers/consumers in face-to-face and voice platforms to assist with products or services.

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.

Under general supervision, this position will be responsible for researching customer questions, complaints, and billing inquiries.

Duties will include Payment posting, daily deposit preparation and reconciliation, resolving high level customer conflicts/escalations while ensuring customer satisfaction. Processing customer requests to start, stop and transfer service. Conduct CC&B enhancement testing. Assist the Customer Service Supervisor with business process review and improvements and the collection of raw data. This position will act as a point of contact at a Utility Customer Service Center (UCSC) location on a rotational basis. Travel to multiple UCSC locations may be required. Assist with planning of and execution of customer events at UCSC.

The person in this position will be required to work at the following Utility Customer Service Center locations (UCSC):

• 8716 Research Blvd. Suite 115, Austin, 78758
  
• 2800 Webberville Rd., Austin, 78702
  
• 1901 W. William Cannon, Suite 100, Austin, 78745
  

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 to maintain the safe delivery of electric service 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.
  

Pay Range:

$26.61 - $31.87

Please be aware that the Job Posting Close Date reflects the final day to apply, but the posting will close at 11:59 PM the day before the date listed. All application steps, including attachments and submission, must be fully completed before that time.

We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed, it will no longer be viewable in the system.

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: 2025-09-19