City of Austin · 11 hours ago
Client Relationship Analyst - Customer Solutions
Austin Energy Headquarters
Full-time
Onsite
Mid Level
$26.86/hr - $32.43/hr
3+ years expThe City of Austin is committed to shaping a dynamic and innovative community. The Client Relationship Analyst - Customer Solutions role focuses on providing expert support in billing, usage analysis, and issue resolution to ensure high-quality utility services for customers.
Association
Responsibilities
Communicates, mediates, and negotiates with customers to resolve complex customer service issues
Initiates the resolution of customer service issues. Recommends, anticipates, resolves, and facilitates improvements to service delivery deficiencies
Coordinates and trains personnel in effective communication/customer service/service delivery topics
Provides information to citizens, individually and in groups, regarding organization, service array, operations, laws, policies and procedures
Communicates with department, city public information and public education staff to promote core information/issue themes on community-wide level
Assists in policy/procedure development and implementation processes
Produces memos, letters, reports, other written material, or audio/visual material
Qualification
Required
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 four (4) years
Knowledge of City practice, policy, procedure, statutes, and ordinances
Skill in oral and written communication
Skill in using computers and related software applications
Skill in handling multiple tasks and prioritizing
Skill in handling conflict and uncertain situations
Skill in data analysis and problem solving
Ability to work with frequent interruptions and changes in priorities
Ability to train others
Ability to quickly recognize and analyze irregular events
Ability to establish and maintain effective communication and working relationships with City employees and the public
Preferred
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
Benefits
Low-cost medical
Dental
Vision
Paid leave time
A highly competitive retirement plan
Career development opportunities
Company
City of Austin
An award-winning employer, the City of Austin has a Council-Manager form of government and employs 13.8K employees.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Brian Gardner
Chief Information Security Officer
Noelle Corcoran
Marketing Supervisor
Recent News
Government Technology US
2025-05-26
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