Client Relationship Analyst - Commercial
About The Position
Act in a lead capacity while assisting our Commercial customers with meter installations and removals. This role will also manage commercial utility accounts with billing and service transactions with the expectation of performing high level research. Under general direction, this position plans, manages, and coordinates key account and mid-market client relationship activities for Austin Energy (AE). 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. Under general supervision, this position will be responsible for researching customer questions, complaints, and billing inquiries.
Requirements
- 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.
- 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.
- 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.
Nice To Haves
- Experience on the Commercial team providing customer service to commercial customers at the Austin Energy Utility Contact Center, including assistance with escalated concerns.
- Experience on the Commercial team analyzing complex scenarios such as meter installations and administrative reviews and communicating these issues to commercial customers.
- Experience working with CC&B, including processing complex transactions and researching account and billing histories on multiple related accounts.
- Experience working in a fast-paced, inbound call center environment.
- May be required to obtain a Smith Driver Certification within six (6) months of employment.
Responsibilities
- 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.
- Researching customer questions, complaints, and billing inquiries.
Benefits
- low-cost medical, dental, vision
- paid leave time
- highly competitive retirement plan
- career development opportunities
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
