Client Relationship Analyst - Customer Assistance Prog

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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, research 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:

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.

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.

Preferred Experience:

• Social Work Experience

• Bilingual in English/Spanish

• Public Speaking

• Case Management Principles and/or customer home visits

• Customer Service Experience

• Project Management

• Ability to travel to multiple work locations

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

Job Close Date: September 14, 2025

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 considered as part of your qualifications.

• Résumés will not be accepted and statements such as “see résumé” 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.

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.

Good Standing Employees

Employees, in Good Standing, who are candidates within the department/division that the position resides in and who meet the minimum and all of the preferred qualifications (if any) of the position will be included in the initial interview. Department/division employee must remain in Good Standing through the Top Candidate Selection phase at which time the Good Standing status will be re-verified.

Work Schedule:

• 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.

Travel: If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

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.

We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed, it will no longer be viewable in the system.

 

EEO Statement for City of Austin:

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.

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.