Client Relationship Analyst - CAP - DO NOT APPLY

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.
• Licenses and Certifications Required:
• May be required to obtain a Smith Driver Certification within six (6) months of employment.
• Notes to Candidate:
• Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more. Please click HERE for more information.
• Pay Range: Entry: $26.61 - Mid: $31.87 per hour
• Schedule: M-Th 8:00 - 5:00, F 7:00 - 4:00 - 60% COA telework policy
• Location: 4815 Mueller Blvd, Austin TX 78723
• Employment Application:
• The City of Austin employment application is an official document; incomplete applications will not be considered.
• The Employment Record should be complete with job titles, employment dates, job duties, functions, and responsibilities for each position held.
• Starting salary will be based on overall relevant experience from your application.
• Responses to the Supplemental Questions inquiring about experience should be reflected on application.
• Please be sure to detail on the application all current and previous employment that you wish to be consi

Benefits

Additional Information

About This Position 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, researches 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. Responsibilities - Supervisor and/or Leadership Exercised: Knowledge, Skills, and Abilities: Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed. 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.

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