Position Information Posting Title Client Relationship Analyst Job Requisition Number AE503887 Position Number 109325 Job Type Full-Time Division Name Customer Care 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 (https://www.austincityjobs.org/hr/postings/%E2%80%9Chttp://www.austintexas.gov/department/active-employee-benefits%E2%80%9D) 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 Contact City of Austin Employment Services Office: 512-978-JOBS (5627) Privacy Notice (https://www.austintexas.gov/page/privacy-policy)