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About the Role

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

Responsibilities

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.

Requirements

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 requires a criminal background investigation.

Skills

Utility service operations
Accounting and billing procedures
Research and analysis methods
Business practices
Case management principles
Oral and written communication
Computer and related software applications
Data analysis
Problem solving
Handling multiple tasks and prioritizing
Working with frequent interruptions and changes in priorities
Establishing and maintaining effective communication and working relationships
Customer service
Billing
Usage analysis
Issue resolution
CC&B system or other table-based billing system
Dispute resolution
Root cause analysis
Trend analysis
Anomaly investigation
Auditing metered utility accounts
Researching usage
Determining average consumption
Verifying rates
Problem solving
Investigating anomalies
Initiating, authorizing, and/or processing billing adjustments and account corrections
Extracting data from multiple database applications
Creating detailed and comprehensive spreadsheets and documents
Preparing written and oral summaries
Monitoring and communicating results
Partnering with other departments and staff
Microsoft Excel

Location

4815 Mueller Blvd

Work Type

Essential Personnel
Full-time

Experience Level

3 years related experience
Experience may substitute for education up to a maximum of four (4) years

Education Level

Bachelor’s degree from an accredited college or university with major coursework in a field related to the job

Salary/Compensations

$28.76 - $35.59

Benefits

Generous leave
Work-life balance programs
Extensive benefits
City of Austin Employees' Retirement System
Public transit access
Bike-friendly infrastructure
Wellness programs
On-site fitness centers
Mental health support
Professional development opportunities
Leadership opportunities

About the Company

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, Excellence, Engagement, and Equity – that anchor our delivery of services that significantly impact the lives of Austinites.
Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.
Make a Difference: Join a team driving meaningful change in one of the fastest-growing cities in the nation.
Value and Innovation: Work in an environment where employees are valued, and innovation thrives.
Competitive Benefits: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
Retirement Security: Plan for the future with the City of Austin Employees' Retirement System.
Sustainable Transportation Options: Commute easily with access to public transit and bike-friendly infrastructure.
Focus on Wellness: Stay healthy through wellness programs, on-site fitness centers, and mental health support.
Career Growth: Advance your skills and expertise with professional development and leadership opportunities.
Modern Workspaces: Work in innovative and sustainable environments that foster collaboration and inspiration.
By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.

Equal Opportunity

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.
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.