Client Relationship Analyst - Customer Solutions

Job Description:

Client Relationship Analyst - Customer Solutions

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.

This position will be responsible for ensuring customers receive accurate, efficient, and high-quality utility services by providing expert support in billing, usage analysis, and issue resolution. It combines technical knowledge, data analysis, and customer service skills to manage utility accounts, resolve anomalies, and support operational improvements through collaboration and education. It involves analyzing utility data, resolving billing issues, and collaborating with internal and external departments to address customer concerns and executive-level escalations. It resolves high level customer conflicts/escalations while ensuring customer satisfaction.

Job Description:

Customer Solutions Coordinator

Purpose:

Under general supervision, this position collaborates closely with supervisory and lead staff to assure sustained focus on providing quality service to customers.

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.

• Communicates, mediates, and negotiates with customers to resolve complex customer service issues.
  
• Initiates the resolution of customer service issues. Recommends, anticipates, resolves, and facilitates improvements to service delivery deficiencies.
  
• Coordinates and trains personnel in effective communication/customer service/service delivery topics.
  
• Provides information to citizens, individually and in groups, regarding organization, service array, operations, laws, policies and procedures.
  
• Communicates with department, city public information and public education staff to promote core information/issue themes on community-wide level.
  
• Assists in policy/procedure development and implementation processes.
  
• Produces memos, letters, reports, other written material, or audio/visual material.
  

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 City practice, policy, procedure, statutes, and ordinances.
  
• Skill in oral and written communication.
  
• Skill in using computers and related software applications.
  
• Skill in handling multiple tasks and prioritizing.
  
• Skill in handling conflict and uncertain situations.
  
• Skill in data analysis and problem solving.
  
• Ability to work with frequent interruptions and changes in priorities.
  
• Ability to train others.
  
• Ability to quickly recognize and analyze irregular events.
  
• 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 four (4) years.
  

Licenses and Certifications Required:

None.

Preferred Qualifications:

• Experience handling and resolving complex escalated customer service concerns and complaints in a customer care and/or call center environment
  
• Experience with CC&B system or other table-based billing system.
  
• Experience with dispute resolution in a customer care and/or call center environment
  
• Experience determining root causes, trends, and anomalies.
  
• Experience auditing metered utility accounts, researching usage, determining average consumption, verifying rates, problem solving, and investigating anomalies for possible causes and resolutions.
  
• Experience initiating, authorizing, and/or processing billing adjustments and account corrections in accordance with established procedures.
  
• Experience extracting data from multiple database applications, creating detailed and comprehensive spreadsheets and documents to present facts, utility usage and costs, and preparing written and oral summaries, monitors and communicates results.
  
• Experience partnering with other departments and staff to ensure customer utility issues are addressed and resolved.
  
• Bilingual English/Spanish, preferred.
  
• Intermediate or better with Microsoft Excel.
  

Notes to Candidate:

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.

Pay Range: $26.86 - $32.43 per hour

Location: 4815 Mueller Blvd, Austin, Texas, 78723

Employment Application:

• The City of Austin employment application is an official document; incomplete applications will not be considered.
  
• 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.
  
• Responses to the Supplemental Questions inquiring about experience should be reflected on application.
  
• Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
  
• 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.
  

Good Standing Employees

Employees, in Good Standing, who are candidates within the department/division that the position resides in and who meet the minimum and all of the preferred qualifications (if any) of the position will be included in the initial interview. Department/division employee must remain in Good Standing through the Top Candidate Selection phase at which time the Good Standing status will be re-verified.

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: 2026-02-23