Client Relationship Analyst - Utility Customer Service Center (Walk-in Ctr)

City of Austin

1d•$27 - $32•Onsite

About The Position

Under general supervision, this position will be responsible for researching customer questions, complaints, and billing inquiries. Duties will include Payment posting, daily deposit preparation and reconciliation, resolving high level customer conflicts/escalations while ensuring customer satisfaction. Processing customer requests to start, stop and transfer service. Conduct CC&B enhancement testing. Assist the Customer Service Supervisor with business process review and improvements and the collection of raw data. This position will act as a point of contact at a Utility Customer Service Center (UCSC) location on a rotational basis. Travel to multiple UCSC locations may be required. Assist with planning of and execution of customer events at UCSC. 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, 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.

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.

Nice To Haves

Experience working in a Customer Service environment and knowledge of excellent customer service skills.
Experience in cash handling including reconciliation.
Experience with a table-based billing system such as Oracle's Customer Care and Billing.
Experience handling customer escalations.
May be required to obtain a Smith Driver Certification within six (6) months of employment.

Responsibilities

Research customer questions, complaints, and billing inquiries.
Payment posting, daily deposit preparation and reconciliation.
Resolving high level customer conflicts/escalations while ensuring customer satisfaction.
Processing customer requests to start, stop and transfer service.
Conduct CC&B enhancement testing.
Assist the Customer Service Supervisor with business process review and improvements and the collection of raw data.
Act as a point of contact at a Utility Customer Service Center (UCSC) location on a rotational basis.
Travel to multiple UCSC locations may be required.
Assist with planning of and execution of customer events at UCSC.
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.