Client Relationship Analyst
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Position Description:
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.
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.
Education and/or Equivalent Experience:
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.
Preferred Experience:
- Social Work experience.
- Bilingual in Spanish.
- Public Speaking experience.
- Case Management Principles and/or customer home visits experience.
- Customer Service Experience.
- Project Management experience.
- Ability to travel to more than one work location.
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.
Job Type: Full-time
Department: Austin Energy
Division Name: Customer Care
Pay Range: $22.95 - $29.26
Hours: Monday through Friday, 9a to 6p with some weekend hours through out the year
Category: Professional
Location: 4815 Mueller Blvd, Austin, TX 78723
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. To learn more about City of Austin benefits, please visit the following link: https://www.austintexas.gov/department/active-employee-benefits
City of Austin is committed to compliance with the American 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 TTY (512) 974-2445.