Client Relationship Coordinator - Customer Solutions

Job Description:

Client Relationship Coordinator - Customer Solutions

Description

JOIN THE CITY OF AUSTIN TEAM

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 - anchors in delivering 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.

What Makes the City of Austin Special?

• 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.
  
• Competitive Benefits : Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
  
• Retirement Security : Plan for the future with the City of Austin Employees' Retirement System.
  
• Sustainable Transportation Options : Commute easily with access to public transit and bike-friendly infrastructure.
  
• Focus on Wellness : Stay healthy through wellness programs, on-site fitness centers, and mental health support.
  
• Career Growth : Advance your skills and expertise with professional development and leadership opportunities.
  
• Modern Workspaces : Work in innovative and sustainable environments that foster collaboration and inspiration.
  

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.

This position is in the Customer Solutions workgroup for escalations. The Client Relationship Coordinator (CRC) initiates, authorizes, and processes billing adjustments and account corrections in accordance with established procedures. This position investigates and analyzes key issues and develops comprehensive options to resolve them. The CRC partners with other City departments and staff to ensure customer utility issues are addressed and resolved. The CRC audits utility accounts, researches usage, determines average consumption and investigates high costs or other anomalies for possible causes and resolution. The CRC may also provide leadership, work assignments, evaluation assessments, training and guidance to others.

Job Description:

Purpose: 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.
  

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 with metered utility (electric, water, gas) call center
  
• Experience with CC&B or similar billing system
  
• Experience coaching and developing a team of direct reports
  
• Experience handling complex tier 2 escalations relative to metered utility (electric, water, gas) accounts
  
• Experience scheduling, preparing, coordinating and/or representing utility (electric, water, gas) administrative hearings
  
• Experience troubleshooting/ problem solving relative to metered utility (electric, water, gas) accounts
  
• Experience auditing utility accounts, researching usage, determining average consumption, verifying rates, problem solving, and investigating anomalies for possible causes and resolutions
  
• Experience initiating, authorizing, and/ or processing billing adjustments and account corrections in accordance with established procedures
  
• Experience partnering with other City departments and staff to ensure customer utility issues are addressed and resolved
  
• Bilingual, English/ Spanish, preferred
  
• Intermediate or advance Microsoft Excel
  

Notes to Candidate:

APPLICATION

• The City of Austin employment application is an official document; incomplete applications will not be considered.
  
• Please be sure that your application is a reflection of your entire work history. A detailed and complete employment application is required to help us better evaluate your qualifications and will be used to determine salary if you are selected for this position.
  
• Describe your specific experience for each position. Include all job duties, responsibilities, and employment dates.
  
• Resumes will not be accepted. Statements such as “see resume” will not be accepted. You may use “N/A” for fields that are not applicable.
  
• Starting salary will be based on overall relevant experience from your employment application.
  
• Supplemental information or changes to your application will not be accepted after the job posting closes.
  
• The responses to the supplemental questions should reference the employment history listed in the employment history section.
  
• Once the requisition has closed, the application cannot be changed to update work history, supplemental questions, or any other information.
  
• We reserve the right to verify high school and college education for the top candidate(s).
  

If you have any questions regarding your City of Austin employment application, please use the official website of the City of Austin as reference. www.austintexas.gov

Pay Range: Entry: $62,280 - Mid: $77,850 USD annually

Schedule: 60% COA telework policy

Location: 4815 Mueller Blvd

Job Close Date : December 2, 2025

TRAVEL:

If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program , you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

WORK HOURS:

This position is categorized as Essential Personnel. Essential personnel are required to work during emergencies or bad weather if they are scheduled to work and in some cases when they are not scheduled. All Essential employees ensure the continuance of key operations in order to maintain the delivery of electric service safely for the City of Austin.

Shift may change according to departmental needs.

Work hours may include after hours, holidays, and weekends.

Additional hours may be required to work outside of regular schedule.

Important Note to Applicants:
Please be aware that the Job Posting Close Date reflects the final day to apply , but the posting will close at 11:59 PM the day before the date listed . All application steps, including attachments and submission, must be fully completed before that time.

EEO Statement for City of Austin:

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.

Closing Date/Time: 2025-12-01