Client Relationship Analyst

City of Austin, TX
Austin, Texas United States  View Map
Posted: Nov 05, 2024
  • Full Time
  • Administrative Analysis and Research
  • Job Description

    Minimum Qualifications
    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.


    Licenses or Certifications:

    May be required to obtain a Smith Driver Certification within 6 months of employment.
    Notes to Applicants
    The Client Relationship Analyst ( CRA ) position handles and resolves complex escalated customer service concerns and complaints received from various channels within the City. Work includes in-depth investigation and analysis of metered utility accounts, researching usage, verifying rates, problem solving, and investigating anomalies for possible causes and resolutions. This position will also create detailed and comprehensive spreadsheets and documents to present facts to internal and external customers, including utility usage and costs; and prepare written and oral summaries. This position is also required to initiate, authorize, and/or process billing adjustments and account corrections in accordance with established procedures.

    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
    $26.61 - $31.87

    Hours
    Monday - Friday; 9:00 a.m. - 6:00 p.m. (hybrid)
    Job Close Date 11/20/2024 Type of Posting External Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location AE Headquarters Preferred Qualifications
    Preferred Experience:
    • 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
    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.

    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
    The 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 (*).
    * This position requires graduation with a Bachelor's degree from an accredited college or university with major course work in a field related to the job, plus three (3) years of related experience. Experience may substitute for education up to four (4) years. Do you meet these requirements?
    • Yes
    • No
    * Describe your experience working with a table based billing system such as CC&B, CIS or other table based customer system. Include details such as job title/duties, work examples, dates, and employers.
    (Open Ended Question)
    * Please describe your experience handling and resolving complex escalated customer service concerns and complaints in a customer care and/or call center environment.
    (Open Ended Question)
    * Describe your experience auditing metered utility accounts.
    (Open Ended Question)
    * Describe your experience extracting data from multiple database applications, creating detailed and comprehensive spreadsheets and documents.
    (Open Ended Question)
    * Explain your experience initiating, authorizing, and/or processing billing adjustments in accordance with established procedures within the CC&B billing system.
    (Open Ended Question)
    * Select the statement that best describes your English/Spanish bilingual skills.
    • Speak, read, and write in both languages fluently.
    • Speak English and Spanish fluently.
    • Speak some Spanish.
    • Fluent in English only.
    * 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
  • ABOUT THE COMPANY

    • City of Austin
    • City of Austin

    The City of Austin

    This vibrant and dynamic city tops many lists for business, entertainment, and quality of life. One of the country’s most popular, high-profile “green” and culturally rich cities, Austin was recently selected the number one Best Place to Live in the U.S. (U.S. News & World Report). In 2016, Forbes named Austin the city most likely to prosper over the next decade on their America’s Cities of the Future list, and the City of Austin ranked in the top ten on the Forbes list of America’s Best Employers for 2017. 

    Austin continues to lead with its vision of being the Most Livable City in the Country, emerging as a player on the international scene with such events as SXSW, Austin City Limits, Formula 1, and being home to companies such as Apple, Samsung, Dell, and Ascension Seton Healthcare. From the home of state government and the University of Texas to the Live Music Capital of the World and its growth as a film center, Austin has gained worldwide attention as a hub for education, business, health, and sustainability. 

    The City offers a wide range of events, from music concerts, food festivals, and sports competitions to museum displays, exhibits, and family fun. Austin is also home to a wonderful ballet, world-class museums, one-of-a-kind shopping, and beautiful outdoor spaces. You can just as easily spend your morning paddling the lake as you can strolling through a celebrated history museum. 

    Located at the edge of the Texas Hill Country—rolling terrain of limestone bluffs, springs, rivers, and lakes—Austin’s temperate climate is ideal for year-round jogging, cycling, hiking on the City’s many trails, or swimming at Barton Springs or one of the area’s many other swimming holes. 

    There are a number of excellent golf courses in the area as well as recreational opportunities for rowing, kayaking, canoeing, camping, rock climbing, disc golf, mountain biking, fishing, and more. Austin truly has something to offer for everyone.

    City Government

    The City of Austin is a progressive, full-service municipal organization operating under the Council-Manager form of government. Austin has a 10-1 council system with an at-large Mayor and Council Members that represent ten districts. The Mayor and Council Members may serve in their respective seats for four years with a maximum of two consecutive terms. 

    The City Council appoints the City Manager who is the chief administrative and executive officer of the City. The City Manager is responsible for guiding and directing day-to-day operations, as well as providing strategic research, recommendations, and management leadership to the City Council on the city budget, programs, policies, and services. The City Manager implements the organization’s administrative responsibilities with a strong team of Assistant City Managers and department executives. Supported by a staff of more than 14,000 and a budget of $4.1 billion, the City Manager and staff deliver a broad range of services to the citizens of Austin. 

    The City Council and City Manager of Austin are committed to the mission of delivering the highest quality, cost-effective services. Austin is a beacon of sustainability, social equity, and economic opportunity; where diversity and creativity are celebrated; where community needs and values are recognized; where leadership comes from its community members, and where the necessities of life are affordable and accessible to all.

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Apply Now Please mention you found this employment opportunity on the CareersInGovernment.com Job Board.
Please mention you found this employment opportunity on the CareersInGovernment.com Job Board.