Austintexas

Client Relationship Analyst - Customer Solutions

Austin Energy

Sponsorship not specified$29k-$36kDetected 1 day ago

Data AnalysisAccountingAuditingCustomer SupportResearchLeadershipCommunicationCollaborationProblem Solving

About the role

Duties, Functions and Responsibilities: Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following.
It involves analyzing utility data, resolving billing issues, and collaborating with internal and external departments to address customer concerns and executive-level escalations.

Maintains, safeguards, and provides original documents of record.
Partners with other City departments and staff to ensure customer utility issues are addressed and resolved.
Ability to establish and maintain effective communication and working relationships with City employees and the public.
Essential employees ensure the continuance of key operations to maintain the safe delivery of electric service for the City of Austin.

Licenses and Certifications Required:
May be required to obtain a Smith Driver Certification within six (6) months of employment.
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.
Employee may be required to work additional hours outside of regular work schedule.
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.
Please be aware that the Job Posting Close Date reflects the final day to apply, but the posting will close at 11:59 PM the day before the date listed. All application steps, including attachments and submission, must be fully completed before that time.
All application steps, including attachments and submission, must be fully completed before that time.

Experience handling and resolving complex escalated customer service concerns and complaints in a customer care and/or call center environment
Experience with CC&B system or other table-based billing system
Experience with dispute resolution in a customer care and/or call center environment
Experience determining root causes, trends, and anomalies.
Experience auditing metered 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 departments and staff to ensure customer utility issues are addressed and resolved.
Bilingual English/Spanish, preferred.

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.
It resolves high level customer conflicts/escalations while ensuring customer satisfaction.
Advance your skills and expertise with professional development and leadership opportunities.

Competitive Benefits: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.

Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
Retirement Security: Plan for the future with the City of Austin Employees' Retirement System.
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.
Focus on Wellness: Stay healthy through wellness programs, on-site fitness centers, and mental health support.

Provides direct, one-on-one, expertise and services, ensuring commercial, industrial and residential customers obtain and maintain efficient use of utility services.
By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.
Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.

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.
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.
EEO Statement for City of Austin:

This listing is sourced directly from Austintexas's careers page and normalized into a canonical job model.