Client Relationship Coordinator (Austin Water)

Job Description

Under minimal direction, this position plans, manages, and coordinates key account and mid-market client relationship activities for Austin Energy (AE) and provides technical advice and guidance to other key personnel.

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.
• Manages assigned utility projects from initiation to completion. Assigns projects, sets schedules, and monitors task completion for timeliness, accuracy, and effectiveness.
• Identifies, investigates, and analyzes key issues; and develops comprehensive options to resolve them.
• Initiates, authorizes, and processes billing adjustments and account corrections in accordance with established procedures.
• Audits utility accounts, researches usage, determines average consumption, verifies and calculates rates, and investigates high costs or other anomalies for possible causes and resolution.
• Extracts data from multiple database applications; creates detailed and comprehensive reports to present facts, utility usage, and cost; prepares written and oral summaries; monitors and communicates performance results.
• 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 as well as the operations of the City and/or its departments.

Responsibilities - Supervisor and/or Leadership Exercised:

• May provide leadership, work assignments, evaluation, training, and guidance to others.

Knowledge, Skills, and Abilities:

• 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.

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 five (5) years of related experience.
• Experience may substitute for education up to a maximum of four (4) years.

Licenses and Certifications Required:

• None.

Preferred Qualifications:

• Experience providing customer service and support to wholesale water and/or wastewater customers, critical facilities, or similarly regulated industries.
• Experience working with high-profile customers, including hospitals, dialysis facilities, nursing homes, Boards, and Commissions.
• Strong written and verbal communication skills, including preparing correspondence, reports, presentations, and customer communications.
• Experience reviewing, tracking, and administering contracts and contractual obligations.
• Experience supporting customer outreach, emergency response, or continuity of essential services.
• Proficiency with Microsoft Word, PowerPoint, and other productivity tools.
• Experience using Geographic Information Systems (GIS).
• Ability to travel to multiple work locations and customer sites.