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City of Austin - JOB DESCRIPTION

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Client Relationship Analyst
FLSA: Standard/Non-Exempt EEO Category: (60) Admin/Supp
Class Code: 11585 Salary Grade: ZS7
Approved: September 14, 2008 Last Revised: September 11, 2017

Purpose:
 

Under general direction, plans, manages, and coordinates key account and mid-market client relationship activities for Austin Energy. 
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.

1. Provides direct, one-on-one, expertise and services, ensuring commercial, industrial and residential customers obtain and maintain efficient use of utility services.
2. Develops and evaluates plans for a variety of projects, programs, and activities.  Conducts information training and education programs.
3. Identifies, investigates, and analyzes key issues; assists in the development of comprehensive options to resolve them.
4. Initiates and processes billing adjustments and account corrections in accordance with established procedures. 
5. 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.
6. 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.
7. Maintains, safeguards, and provides original documents of record.
8. Partners with other city departments and staff to ensure customer utility issues are addressed and resolved. 
9. 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.
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 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.

This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of duties and responsibilities shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty.