Client Relationship Analyst - Customer Solutions

Client Relationship Analyst

Under general direction, this position plans, manages, and coordinates key account and mid-market client relationship activities for Austin Energy (AE).

• 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.

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.

• 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.

May be required to obtain a Smith Driver Certification within six (6) months of employment.

• 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 extracting data from multiple database applications, creating detailed and comprehensive spreadsheets and documents to present facts, utility usage and costs, and preparing written and oral summaries, monitors and communicates results.
• Experience partnering with other departments and staff to ensure customer utility issues are addressed and resolved.
• Bilingual English/Spanish, preferred.
• Intermediate or better with Microsoft Excel.

This position will be responsible for ensuring customers receive accurate, efficient, and high-quality utility services by providing expert support in billing, usage analysis, and issue resolution. It combines technical knowledge, data analysis, and customer service skills to manage utility accounts, resolve anomalies, and support operational improvements through collaboration and education. It involves analyzing utility data, resolving billing issues, and collaborating with internal and external departments to address customer concerns and executive-level escalations.

It resolves high level customer conflicts/escalations while ensuring customer satisfaction.

At the City of Austin, we are more than just an employer—we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles – Empathy, Ethics,…