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.

Notes to Candidate:

Temporary position - not accepting applications.

Temporary employees are hired to complete specific short-term or seasonal assignments in accordance with the Temporary Employee Procedure. Temporary employment may not exceed six (6) months without an approved extension. Temporary employees are not assigned a probationary period upon hire with the City.

A temporary employee who is hired into a regular budgeted position must serve a six (6) month probationary period. If the employee has had continuous City employment, they will receive service credit from the date of their initial employment or reemployment once they are hired into the regular position. (City of Austin Personnel Policies, May 1, 2025)

Temporary Employee Transition and Benefits Eligibility

• Eligible for holiday pay if they were scheduled to work on a day that falls on an observed holiday.
• Eligible for sick leave benefits after working one pay period. Sick leave hours are accrued based on the temporary employee's workweek and carries over from year to year up to the maximum accrual amount. If rehired within six months following separation from the City, any prior unused sick time will be reinstated for use.
• Eligible to participate in Medical, Dental, Wellness Employee Assistance, Commuter, and Deferred Compensation programs on the first day of the month following 90 days of employment (Seasonal, intern and temporary employees working less than 30 hours a week are not eligible for employee benefits).

Fair Labor Standards Act:

This position is considered FLSA non-exempt. Non-exempt employees will be compensated for any additional hours worked when such compensation is required by law.

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.