Client Relationship Coordinator (Austin Water)

City of Austin•Austin, TX

2d•Onsite

About The Position

ABOUT AUSTIN WATER: For over 100 years, Austin Water has been committed to providing safe, reliable, high-quality, and affordable water services to our customers. Today, we serve over 1,000,000 people in the Austin metropolitan area, across more than 548 square miles. As one of the fastest-growing cities in the country, we’re not just keeping up—we’re leading the way with sustainable infrastructure, advanced treatment technology, and environmental innovation. Austin Water consistently ranks among the best in the country when it comes to water quality. We also treat, return, and recycle wastewater in ways that protect environmental resources. Austin Water exceeds federal and state requirements for clean water and environmental compliance at our water and wastewater treatment plants. Job Description: Purpose: Under minimal direction, this position plans, manages, and coordinates key account and mid-market client relationship activities for Austin Energy (AE) and provides technical advice and guidance to other key personnel. 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. Manages assigned utility projects from initiation to completion. Assigns projects, sets schedules, and monitors task completion for timeliness, accuracy, and effectiveness. Identifies, investigates, and analyzes key issues; and develops comprehensive options to resolve them. Initiates, authorizes, and processes billing adjustments and account corrections in accordance with established procedures. Audits utility accounts, researches usage, determines average consumption, verifies and calculates rates, and investigates high costs or other anomalies for possible causes and resolution. Extracts data from multiple database applications; creates detailed and comprehensive reports to present facts, utility usage, and cost; prepares written and oral summaries; monitors and communicates performance results. 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 as well as the operations of the City and/or its departments. Responsibilities - Supervisor and/or Leadership Exercised: May provide leadership, work assignments, evaluation, training, and guidance to others.

Requirements

Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a field related to the job, plus five (5) years of 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 providing customer service and support to wholesale water and/or wastewater customers, critical facilities, or similarly regulated industries.
Experience working with high-profile customers, including hospitals, dialysis facilities, nursing homes, Boards, and Commissions.
Strong written and verbal communication skills, including preparing correspondence, reports, presentations, and customer communications.
Experience reviewing, tracking, and administering contracts and contractual obligations.
Experience supporting customer outreach, emergency response, or continuity of essential services.
Proficiency with Microsoft Word, PowerPoint, and other productivity tools.
Experience using Geographic Information Systems (GIS).
Ability to travel to multiple work locations and customer sites.

Responsibilities

Provides direct, one-on-one, expertise and services, ensuring commercial, industrial, and residential customers obtain and maintain efficient use of utility services.
Manages assigned utility projects from initiation to completion.
Assigns projects, sets schedules, and monitors task completion for timeliness, accuracy, and effectiveness.
Identifies, investigates, and analyzes key issues; and develops comprehensive options to resolve them.
Initiates, authorizes, and processes billing adjustments and account corrections in accordance with established procedures.
Audits utility accounts, researches usage, determines average consumption, verifies and calculates rates, and investigates high costs or other anomalies for possible causes and resolution.
Extracts data from multiple database applications; creates detailed and comprehensive reports to present facts, utility usage, and cost; prepares written and oral summaries; monitors and communicates performance results.
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 as well as the operations of the City and/or its departments.
May provide leadership, work assignments, evaluation, training, and guidance to others.