Client Relationship Coordinator (MPP and Commercial) - Austin Energy Employees Only

Job Description:

Client Relationship Coordinator (MPP and Commercial) - Austin Energy Employees Only

Description

Minimum Qualifications
Education and/or Equivalent Experience:

• 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.

Notes to Applicants
This position will be assigned to the Multi-Property Partnership team in the Commercial Utility Contact Center team. The primary responsibilities will be coordinating the work of two or more Client Relationship Analysts in the MPP group and managing inbound emails from our MPP apartment complex customers in order to provide service, billing, and account support.

Employment Application:

The City of Austin employment application is an official document; incomplete applications will not be considered.

• Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
• The Employment Record should be complete with job titles, employment dates, job duties, functions, and responsibilities for each position held. Starting salary will be based on overall relevant experience from your application.
• Résumés will not be accepted and statements such as “see résumé” will not be accepted. You may use “N/A” for fields that are not applicable.
• Please note that Austin Energy may close the job posting at any time after 7 days from the date of the initial advertisement. Once the job posting has closed, applications cannot be changed.

If you are selected as a top candidate:

• Verification of your education (which may include high school graduation or GED , undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution.
• If you are identified as a top candidate and are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.
• This position requires a criminal background investigation.

Work Schedule:

• Work hours may include after hours, holidays, and weekends.
• Shifts may change according to departmental needs.
• Employee may be required to work additional hours outside of regular work schedule.

Essential:

This has been designated as an Essential Employee position. In the event of a City-designated emergency, Essential Employees provide services that impact the public health, safety, utility services, and welfare of members of the Austin community and other employees and ensure the continuity of essential operations. In such an emergency, Essential Employees may be called back in, may be required to modify their schedule, may be assigned to a City-designated work site, or may be retained on site to assist with operations and recovery.
Pay Range
$29.23 - $36.54

Hours
Monday - Friday
7:00 a.m.- 6:00 p.m.
May work hours outside established schedule.

Job Close Date 01/27/2025 Type of Posting Division Only Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 4815 Mueller Blvd, Austin, Texas 78723 Preferred Qualifications
Preferred Experience:

• Experience enrolling MPP properties
• Experience troubleshooting and analyzing issues related to commercial and MPP accounts
• Experience analyzing, interpreting, and explaining billing and consumption data in CC&B to property managers and owners for multifamily properties and MPP accounts.
• Intermediate skill level in MS Excel
• Experience working in a high-volume, fast-paced, task-driven environment while maintaining attention to detail and accuracy.

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- Supervision and/or Leadership Exercised:

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

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.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA
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.

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.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* This position requires 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. Do you meet these minimum qualifications?

• Yes
• No

* Are you a current Austin Energy Customer Account Management or Customer Care Division employee?

• Yes
• No

* Describe your experience enrolling Multifamily properties in the MPP program. In which position(s) on your application did you gain this experience?
(Open Ended Question)
* Describe your experience troubleshooting and analyzing issues related to multifamily property accounts. In which position(s) on your application did you gain this experience?
(Open Ended Question)
* Describe your experience analyzing, interpreting, and explaining billing and usage data from CC&B to property managers and owners for multifamily property accounts. In which position(s) on your application did you gain this experience?
(Open Ended Question)
* Describe your experience interpreting consumption data in CC&B for multifamily properties and accounts. In which position(s) on your application did you gain this experience?
(Open Ended Question)
* Indicate your highest skill level in Microsoft Excel.

• Beginner: skill level includes data entry, basic formatting (page setup, column width, etc.), creating spreadsheets, etc.
• Intermediate: skill level includes basic calculations, use of functions, complex formatting (cell manipulation, etc.), charts/graphs (static), etc.
• Advanced: skill level includes pivot tables, V Lookups, formula creation, use of functions for formula creation, etc.
• Expert: skill level includes macros creation, complex formula creation/manipulation, charts/graphs (dynamic), create database queries, etc.
• None of the above

* How many years of experience do you have working in a high-volume, fast-paced, administrative environment with short deadlines, while maintaining attention to detail and accuracy?

• None
• Less than 1 year
• 1 - 2 years
• 3 - 4 years
• More than 5 years

* This position is classified as an “essential” position. The candidate must be able to work during emergencies or bad weather if they are scheduled to work and, in some cases, when they are not scheduled. Shifts may change according to departmental needs. Are you able to meet these schedule requirements?

• Yes
• No

* This position requires a criminal background check. By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.

• I acknowledge and understand this position requires a Criminal Background Check.

Optional & Required Documents

Required Documents Optional Documents