Job Description

About This Position

Client Relationship Analyst

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, researches 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:

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:

• 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:

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.

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.

bove 70% on each assessment to move forward into the interview process.

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.
• This position requires a criminal background investigation.

Pay Range:

$28.76 - $35.59

Work Location:

4815 Mueller Blvd

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.

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.

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 – that anchor our delivery of 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.

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.