Client Relationship Analyst

Position Information Posting Title Client Relationship Analyst Job Requisition Number AE503546 Position Number 109260 Job Type Full-Time Division Name Customer Account Management 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.

Licenses or Certifications: May be required to obtain a Smith Driver Certification within 6 months of employment.Notes to Applicants Under general supervision, this position will be responsible for researching customer questions, complaints, and billing inquiries.Duties will include Payment posting, daily deposit preparation and reconciliation, resolving high level customer conflicts/escalations while ensuring customer satisfaction. Processing customer requests to start, stop and transfer service. Conduct CC&B enhancement testing. Assist the Customer Service Supervisor with business process review and improvements and the collection of raw data. This position will act as a point of contact at a Utility Customer Service Center ( UCSC ) location on a rotational basis. Travel to multiple UCSC locations may be required.Assist with planning of and execution of customer events at UCSC . Work Location:The person in this position will be required to work at the following Utility Customer Service Center locations ( UCSC ):8716 Research Blvd., Austin, 787582800 Webberville Rd., Austin, 787021901 W. William Cannon, Austin, 78745Working 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 (http://www.austintexas.gov/department/active-employee-benefits) 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. Gaps in employment must include an explanation and dates of unemployment. 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. Essential personnel are required to report 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 in order to maintain the safe delivery of electric service for the City of Austin.

Work hours may include after hours, holidays, and weekends.

Shift may change according to departmental needs.

Pay Range

$26.26 – $31.45Hours Monday – Friday:- 7:45 a.m. to 4:45 p.m.Job Close Date 02/07/2024 Type of Posting External Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 8716 Research Blvd. Austin, 78758 Preferred Qualifications

Experience working in a Customer Service environment and knowledge of excellent customer service skills.

Experience in cash handling including reconciliation.

Experience with a table-based billing system such as Oracle’s Customer Care and Billing.

Experience handling customer escalations.

Bilingual in English and Spanish.

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:

NoneKnowledge, 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 from an accredited four-year college or university with major course work in a field related to the job plus three years of related experience. Experience may substitute for education up to four (4) years. Do you meet these requirements?

Yes

No

Describe, in detail, your experience working in a customer service environment and your knowledge of excellent customer service skills. Provide years of experience, specific job titles, and places of employment as listed on your employment application.

(Open Ended Question)

Describe, in detail, your experience with Cash Handling including reconciliation. Provide years of experience, specific job titles, and places of employment as listed on your employment application.

(Open Ended Question)

Describe your experience working with table-based billing systems such as Oracle's Customer Care and Billing.

(Open Ended Question)

Please describe in concise detail your experience handling customer escalations. Be sure to include job title(s), your role, and job duties.

(Open Ended Question)

Are you bilingual in English and Spanish?

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

Contact City of Austin Employment Services

Office: 512-974-3210

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