Client Relationship Analyst - Customer Assistance Prog

City of Austin•Austin, TX

7d•$27 - $32

About The Position

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 – 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. 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. Under general direction, plans, manages, and coordinates client relationship activities for low to moderate income customers of COA Utilities. Engages customers through phone calls, home visits and community events. Provides account management involving third-party payment assistance, pay plans and payment arrangements, arrearage management and referral to cost effective energy and water saving resources. Facilitates educational courses regarding bill comprehension and energy efficiency. Manages, coordinates, implements, and monitors testing of billing system enhancements. Monitors and evaluates programs effectiveness and implements improvement strategies. Assists in developing, managing and submitting proposed expenditure forecast information. Coordinates and collaborates with community agencies. Research of inquiries from the public and other departments. Job Description: 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, 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

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.
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.
May be required to obtain a Smith Driver Certification within six (6) months of employment.

Nice To Haves

Social Work Experience
Bilingual in English/Spanish
Public Speaking
Case Management Principles and/or customer home visits
Customer Service Experience
Project Management
Ability to travel to multiple work locations

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.