Client Relationship Coordinator - Customer Solutions

City of Austin

2d • Hybrid

About The Position

This position is in the Customer Solutions workgroup for escalations. The Client Relationship Coordinator (CRC) initiates, authorizes, and processes billing adjustments and account corrections in accordance with established procedures. This position investigates and analyzes key issues and develops comprehensive options to resolve them. The CRC partners with other City departments and staff to ensure customer utility issues are addressed and resolved. The CRC audits utility accounts, researches usage, determines average consumption and investigates high costs or other anomalies for possible causes and resolution. The CRC may also provide leadership, work assignments, evaluation assessments, training and guidance to others. 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.

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.

Nice To Haves

• Experience with metered utility (electric, water, gas) call center
• Experience with CC&B or similar billing system
• Experience coaching and developing a team of direct reports
• Experience handling complex tier 2 escalations relative to metered utility (electric, water, gas) accounts
• Experience scheduling, preparing, coordinating and/or representing utility (electric, water, gas) administrative hearings
• Experience troubleshooting/ problem solving relative to metered utility (electric, water, gas) accounts
• Experience auditing 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 partnering with other City departments and staff to ensure customer utility issues are addressed and resolved
• Bilingual, English/ Spanish, preferred
• Intermediate or advance Microsoft Excel

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.

Benefits

• Generous leave
• Work-life balance programs
• Extensive benefits
• City of Austin Employees' Retirement System
• 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