Temporary - Client Relationship Analyst

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 and Certifications Required:

• May be required to obtain a Smith Driver Certification within 6 months of employment.

Notes to Applicants
Under general direction, plans, manages, and coordinates client relationship activities for low to moderate income customers of COA Utilities. Engages customers through phone calls, home visits and community events. Provides account management involving third-party payment assistance, pay plans and payment arrangements, arrearage management and referral to cost effective energy and water saving resources. Facilitates educational courses regarding bill comprehension and energy efficiency. Manages, coordinates, implements, and monitors testing of billing system enhancements. Monitors and evaluates programs effectiveness and implements improvement strategies. Assists in developing, managing and submitting proposed expenditure forecast information. Coordinates and collaborates with community agencies. Research of inquiries from the public and other departments.

Benefits:
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.
• Résumés will not be accepted and statements such as “see résumé” 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.

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:

• 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
$26.26 - $31.45
Hours
Monday through Friday
9:00 a.m. to 6:00 p.m.
Some evenings and weekends as required
Job Close Date 11/29/2024 Type of Posting External Department Austin Energy Regular/Temporary Temporary Grant Funded or Pooled Position Not Applicable Category Professional Location 4815 Mueller Blvd, Austin TX 78723; Hybrid Preferred Qualifications
Preferred Experience:

• Social Work Experience
• Bilingual in Spanish
• Public Speaking
• Case Management Principles and/or customer home visits
• Customer Service Experience
• Project Management

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 - Supervisor 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
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 a 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 experience in a field related to the job. Experience may substitute for education up to a maximum of four (4) years. Do you meet these minimum qualifications?

• Yes
• No

* Please describe your experience working with vulnerable, low-to-moderate income or underserved communities.
(Open Ended Question)
* This position does require conducting home visits with customers on a variety of issues with a majority of these visits being conducted alone. Will you be able to meet this expectation?

• Yes
• No

* Please describe your experience conducting home visits with customers to assist them with support services.
(Open Ended Question)
* Please describe your case management experience, specifically related to any work with individuals and/or families who have experienced or are experiencing a crisis/traumatic situation or a poverty related issue.
(Open Ended Question)
* Describe your customer service experience.
(Open Ended Question)
* Describe your experience with project management.
(Open Ended Question)
* Please describe your experience with public speaking to promote programs and services to the public.
(Open Ended Question)
* 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.

* Please describe your Social Work experience.
(Open Ended Question)
* Select the response that best describes your bilingual fluency level in English/Spanish.

• I speak English
• I speak and write English fluently
• I speak English and Spanish
• I speak, read and write English and Spanish fluently

Optional & Required Documents

Required Documents Optional Documents

• 

• City of Austin

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