Client Relationship Analyst - Customer Solutions

City of Austin • Austin, TX

6d • $27 - $32

About The Position

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. 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.

Requirements

• 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.
• 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.

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• generous leave
• work-life balance programs
• extensive benefits
• City of Austin Employees' Retirement System
• public transit and bike-friendly infrastructure
• wellness programs
• on-site fitness centers
• mental health support
• professional development
• leadership opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level