Business Account Manager (Commercial)

Minimum Qualifications

• Graduation with a Bachelor’s degree from an accredited college or university with major course work in a field related to Business, Marketing, Engineering, or Liberal Arts, plus (4) four years of experience in account management, sales, customer service, energy efficiency or renewable energy, corporate sustainability, project management, electrical design or facilities management, or another directly related area.

• Relevant experience may substitute for education, year for year, up to (4) four years.

Licenses and Certifications Required:
None.

Physical Requirements:

• Must be able to bend, lift, walk, carry, or use a force equal to lifting up to ten (10) pounds frequently and greater than ten (10) pounds of force occasionally.
• Must be able to view a computer screen and possess the manual dexterity required to operate a personal computer on a frequent basis.
• Must be able to climb ladders and traverse construction job sites with up to one mile of walking over raw terrain.
• Must be able to endure frequent outdoor activity, sitting, standing, walking, squatting, bending.
• Must be able to endure occasional exposure to extreme heat, cold, inclement weather, noise, mechanical hazards, fume/odor/dust hazards, electrical hazards, kneeling, and crawling.
• Must be able to travel out of town for meetings or conferences, as necessary.

Notes to Applicants
The Business Account Manager will be responsible for serving a dedicated assigned group of commercial accounts. Their primary role is to provide direct, 1:1 relationship management with our predefined Mid-Market commercial customers. This role includes inbound, outbound and in-person outreach.

The Business Account Manager holds responsibility in expanding service to our Mid-Market commercial customers and representing Commercial Customer Care organization within the community. They will provide assistance to a growing cohort of identified customers and serve as their trusted advisor for all things related to their Austin Energy relationship as well as outage preparation, program recommendation, business continuity and field service support.

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.
• 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.

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.

Fair Labor Standards Act:

This position is considered FLSA Exempt. Exempt employees are salaried and, except as provided, are not eligible for overtime compensation.

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.

Essential:

This has been designated as an Essential Employee position. In the event of a City-designated emergency, Essential Employees provide services that impact the public health, safety, utility services, and welfare of members of the Austin community and other employees and ensure the continuity of essential operations. In such an emergency, Essential Employees may be called back in, may be required to modify their schedule, may be assigned to a City-designated work site, or may be retained on site to assist with operations and recovery.
Pay Range
$31.81 - $39.76

Hours
Monday - Friday; 8:00 a.m. - 5:00 p.m.

• 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.

Job Close Date 08/12/2024 Type of Posting External Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Technical Location 4815 Mueller Blvd (AE Headquarters) Preferred Qualifications

• Relationship Management experience within banking, telecom, or gas/electric/water utility environment.
• Skill in problem identification, resolution and mitigation efforts.
• Advanced business writing skills and ability to develop professional correspondence, presentations and reports
• Ability to travel to more than one work location

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.

Acts as the trusted energy advisor, single point of contact, and customer liaison for assigned customers, delivering excellent customer service. Builds and maintains excellent business relationships with multiple levels of contacts within assigned companies ranging from technical to the executive level. Informs customers of AE’s products and services, maintaining a thorough understanding of service configurations, rate structures, policies, reliability, energy conservation, demand response, green building, renewable energy, and distributed energy resources. Develops and implements communication plans and outreach strategies to meet customers’ needs and AE program and strategic goals. Serves as resource and facilitator with commercial customers, resolving customer service, or other issues as they arise. This includes scheduled and unscheduled outages. Participates in cross-functional teams to resolve customers’ issues. Makes recommendations to management for issue resolution. Leads internal cross-functional efforts and effectively communicates with assigned developers and commercial customers regarding AE’s new construction processes, timelines, and design criteria, as well as Green Building programs. Maintains customer account history in customer relationship management software. Follows all safety protocols and actively supports the safety of both customers and employees in the workplace and in the field.

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 Microsoft Office and customer relationship management software.
• Knowledge of utility industry functions such as rates, reliability, and energy conservation.
• Skill in leadership and project management to lead employees or groups who are not direct reports.
• Skill in organization and time management.
• Skill in oral and written communication and presentation.
• Ability to explain and advise on technical products and services to businesses.
• Ability to identify potential participants and actively and successfully promote and enroll customers in programs, services or other utility offerings, and manage a designated territory or customer segment.
• Ability to accurately calculate a commercial customer’s complex energy bill using meter or billing data and recommend appropriate rate options.
• Ability to effectively communicate associated complex technical concepts to non-industry individuals.
• Ability to work various shifts, on-call, and call back hours, typically in support of outages or energy emergencies.

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.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* The minimum qualifications for this position include: Graduation with a Bachelor’s degree from an accredited college or university with major course work in a field related to Business, Marketing, Engineering, or Liberal Arts, plus (4) four years of experience in account management, sales, customer service, energy efficiency or renewable energy, corporate sustainability, project management, electrical design or facilities management, or another directly related area. Relevant experience may substitute for education, year for year, up to (4) four years. Do you meet these minimum qualifications?

• Yes
• No

* Please describe how you meet the minimum qualifications referenced above. Detail how you meet the educational requirements (if applicable), account for the years of related experience (if applicable), and explain any substitutions of experience for education, or vice-versa (if applicable).
(Open Ended Question)
* Describe your experience with inbound, outbound and/or in-person customer outreach with commercial customers. In which position(s) on your application did you gain this experience?
(Open Ended Question)
* Briefly describe your relationship/account management - level experience, managing multiple competing priorities within a busy account management organization or call center environment.
(Open Ended Question)
* Please describe your experience handling complex, cross-functional customer escalations. In which position(s) listed on your application did you gain this experience?
(Open Ended Question)
* Do you have the ability to travel to multiple sites as part of the regular job duties?

• Yes
• No

* This position is classified as an “essential” position. The candidate must be able to work during emergencies or bad weather if they are scheduled to work and, in some cases, when they are not scheduled. Shifts may change according to departmental needs. Are you able to meet these schedule requirements?

• Yes
• No

* This position requires a criminal background check. By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.

• I acknowledge and understand this position requires a Criminal Background Check.

Optional & Required Documents

Required Documents Optional Documents

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