| Purpose: |
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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: |
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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.
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| Responsibilities - Supervisor and/or Leadership Exercised: |
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May provide leadership, work assignments, evaluation, training, and guidance to others.
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| Knowledge, Skills, and Abilities: |
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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.
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| Minimum Qualifications: |
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- 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.
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| Licenses and Certifications Required: |
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None.
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