Coordinator, Client Relationship - Commercial AE Customer Care Employees Only

City of Austin•Austin, TX

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 manage all customer service needs for various key accounts with Austin Energy. The primary role is to provide direct, 1:1 relationship management with our predefined Key Account commercial customers. This role includes inbound, outbound and in-person outreach. Key Accounts are defined as those customers who bill greater than $1M in energy usage annually, or who are specifically situated with key political or societal considerations. This person will act semi-independently, using his or her best judgment and following defined processes to deliver billing and service needs to key account customers in a defined sector of industry. 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.

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 five (5) years of related experience.
Experience may substitute for education up to a maximum of four (4) years.

Nice To Haves

Experience on the Commercial team at Austin Energy working directly with business owners and key decision to research and resolve complex scenarios for large commercial customers
Intermediate skill level with Microsoft Excel
Demonstrated ability to handle customer escalations independently.
Experience working in a high-volume, fast-paced, task-driven environment while maintaining attention to detail and accuracy
Demonstrated ability to handle multiple projects at once
Skill in relationship management with both internal and external customers

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.