Austin Energy

Posting Title Client Relationship Analyst (Austin Energy Employees Only) Job Requisition Number AE504061 Position Number 109356 Job Type Full-Time Division Name Customer Care Minimum Qualifications

• 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 or Certifications:

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

Notes to Applicants

Position Description:

This position will be assigned to the Commercial Utility Contact Center team. The position responsibilities will primarily be answering inbound calls from small and medium sized commercial customers and providing service, billing, and account support over the phone.

In addition to education and experience requirements, attention to detail and presentation will be a consideration during the process. Incomplete or inconsistent submissions may not be accepted (e.g., incomplete or conflicting information). This posting defines the minimum education as a 4-year Bachelor of Science or Arts from an accredited college or university. This posting defines the minimum experience as 3 years of customer service experience. Experience may substitute for education up to a maximum of four (4) years. This position defines “Customer Service” as professional experience in face-to-face and/or phone interactions with customers where the nature of those interactions are issue resolution or other service.

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.

Employment Application:

• The City of Austin employment application is an official document; incomplete applications will not be considered.
• Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
• 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.
• Resumes will not be accepted and statements such as “see resume;” will not be accepted. You may use “N/A” for fields that are not applicable.
• Please note that Austin Energy may close the job posting at any time after 7 days from the date of the initial advertisement. Once the job posting has closed, applications cannot be changed

Assessments:

• Your skill level in some of the competency areas for this job may be assessed through skills testing.

If you are selected as a top candidate:

• Verification of your education (which may include high school graduation or
• GED, undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution.
• If you are identified as a top candidate and are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.
• This position requires a criminal background investigation.

Work Schedule:

• This position is categorized as Essential Personnel with the City of Austin. Essential staff are required to work during emergencies or bad weather if they are scheduled to work and, in some cases, when they are not scheduled. Essential employees ensure the continuance of key operations for the City of Austin.
• Work hours may include after hours, holidays, and weekends.
• Shifts may change according to departmental needs.
• Employee may be required to work additional hours outside of regular work schedule.

Pay Range

$26.21 – $31.87

Hours

Monday – Friday 8am-6pm

Job Close Date 05/20/2025 Type of Posting External Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 4815 Mueller Blvd (AE Headquarters) Preferred Qualifications

• Experience on the Commercial team providing customer service to commercial customers at the Austin Energy Utility Contact Center, including assistance with escalated concerns
• Experience on the Commercial team analyzing complex scenarios such as meter installations and administrative reviews and communicating these issues to commercial customers
• Experience working with CC&B, including processing complex transactions and researching account and billing histories on multiple related accounts
• Experience working in a fast-paced, inbound call center environment
• Ability to adhere to a regular and predictable schedule.

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.

1.Provides direct, one-on-one, expertise and services, ensuring commercial, industrial and residential customers obtain and maintain efficient use of utility services.

2.Develops and evaluates plans for a variety of projects, programs, and activities. Conducts information training and education programs.

3.Identifies, investigates, and analyzes key issues; assists in the development of comprehensive options to resolve them.

4.Initiates and processes billing adjustments and account corrections in accordance with established procedures.

5.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.

6.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.

7.Maintains, safeguards, and provides original documents of record.

8.Partners with other city departments and staff to ensure customer utility issues are addressed and resolved.

9.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- Supervision and/or Leadership Exercised:

None

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.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA

City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

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