Client Relationship Coordinator (Austin Water)

About This Position

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.

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

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  Provides direct, one-on-one, expertise and services, ensuring commercial, industrial, and residential customers obtain and maintain efficient use of utility services.

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  Manages assigned utility projects from initiation to completion. Assigns projects, sets schedules, and monitors task completion for timeliness, accuracy, and effectiveness.

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  Identifies, investigates, and analyzes key issues; and develops comprehensive options to resolve them.

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  Initiates, authorizes, and processes billing adjustments and account corrections in accordance with established procedures.

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  Audits utility accounts, researches usage, determines average consumption, verifies and calculates rates, and investigates high costs or other anomalies for possible causes and resolution.

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  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.

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  Partners with other City departments and staff to ensure customer utility issues are addressed and resolved.

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

Working with Austin Water provides a number of health and welfare benefits, such as medical, paid leave time, a great retirement plan, training opportunities and more – click HERE for more information.

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.

• 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.

• Experience providing customer service and support to wholesale water and/or wastewater customers, critical facilities, or similarly regulated industries.

• Experience working with high-profile customers, including hospitals, dialysis facilities, nursing homes, Boards, and Commissions.

• Strong written and verbal communication skills, including preparing correspondence, reports, presentations, and customer communications.

• Experience reviewing, tracking, and administering contracts and contractual obligations.

• Experience supporting customer outreach, emergency response, or continuity of essential services.

• Proficiency with Microsoft Word, PowerPoint, and other productivity tools.

• Experience using Geographic Information Systems (GIS).

• Ability to travel to multiple work locations and customer sites.

• None.

• A detailed, complete employment application is required. It helps us to better evaluate your qualifications and will be used to determine salary if you are selected for this position.

• Provide each job title and accurate employment dates for all jobs included on the application.

• Your work history should include the duties you performed, any supervisory or lead responsibilities, and any equipment and computer software used.

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

• Your skills and competencies for this job will be assessed prior to being invited to interview. A 70% or above on all the assessments is required to be considered for the next step.

• You will receive information and instructions for preparing a short presentation to be given at the time of the interview.

• 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 in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.

• A criminal background investigation is required

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.

• 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.

• All Austin Water employees are prohibited from accepting or engaging in any secondary employment that might conflict or interfere with an employee’s duty and responsibility to the Department.

• Austin Water will review all secondary employment.

• Employees are required to submit a Secondary Employment Application for review and approval upon being hired with Austin Water, as well as current Austin Water employees considering secondary employment.

This posting may be used to fill additional vacancies that occur within the department.

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• 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.

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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.