Coordinator, Client Relationship - Commercial AE Customer Care Employees Only

Job Description:

Coordinator, Client Relationship - Commercial AE Customer Care Employees Only

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 will manage all customer service needs for various key accounts with Austin Energy. The primary role is to provide direct, 1:1 relationship management with our predefined Key Account commercial customers. This role includes inbound, outbound and in-person outreach. Key Accounts are defined as those customers who bill greater than $1M in energy usage annually, or who are specifically situated with key political or societal considerations. This person will act semi-independently, using his or her best judgment and following defined processes to deliver billing and service needs to key account customers in a defined sector of industry.

Job Description:

Client Relationship Coordinator

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.
  

Responsibilities - Supervisor 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.
  

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 on the Commercial team at Austin Energy working directly with business owners and key decision to research and resolve complex scenarios for large commercial customers
  
• Intermediate skill level with Microsoft Excel
  
• Demonstrated ability to handle customer escalations independently.
  
• Experience working in a high-volume, fast-paced, task-driven environment while maintaining attention to detail and accuracy
  
• Demonstrated ability to handle multiple projects at once
  
• Skill in relationship management with both internal and external customers
  

Notes to Candidate:

Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more. Please click HERE for more information.

Pay Range: $62,280 - $77,850

Schedule: 8:00AM - 5:00PM - 60% COA telework policy

Location: 4815 Mueller Blvd, Austin, Texas, 78723

Employment Application:

• The City of Austin employment application is an official document; incomplete applications will not be considered.
  
• 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.
  
• Responses to the Supplemental Questions inquiring about experience should be reflected on application.
  
• Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
  
• 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.
  

Good Standing Employees

Employees, in Good Standing, who are candidates within the department/division that the position resides in and who meet the minimum and all of the preferred qualifications (if any) of the position will be included in the initial interview. Department/division employee must remain in Good Standing through the Top Candidate Selection phase at which time the Good Standing status will be re-verified.

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: 2026-02-26