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About the Role

Under general direction, this position plans, manages, and coordinates key account and mid-market client relationship activities for Austin Energy (AE), providing direct, one-on-one expertise and services to ensure commercial, industrial, and residential customers obtain and maintain efficient use of utility services.

Responsibilities

• 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.
• 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.

Skills

• 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.

Location

• Austin

Work Type

• Temporary
• Full-time

Experience Level

• 3 years related experience

Education Level

• Bachelor's degree

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.
• 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.