Client Relationship Coordinator (Austin Water)

Job description

About This Position ABOUT AUSTIN WATER: For over 100 years, Austin Water has been committed to providing safe, reliable, high-quality, and affordable water services to our customers. Today, we serve over 1,000,000 people in the Austin metropolitan area, across more than 548 square miles. As one of the fastest-growing cities in the country, we’re not just keeping up—we’re leading the way with sustainable infrastructure, advanced treatment technology, and environmental innovation. Austin Water consistently ranks among the best in the country when it comes to water quality. We also treat, return, and recycle wastewater in ways that protect environmental resources. Austin Water exceeds federal and state requirements for clean water and environmental compliance at our water and wastewater treatment plants. 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. 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 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. Notes to Candidate: Position Overview: This position serves as a primary point of contact for Austin Water wholesale water and wastewater customers. Responsibilities include contract administration, monitoring contractual obligations, providing technical guidance, and supporting customer service and service delivery. The position will work closely with critical customers, including hospitals, dialysis facilities, nursing homes, and other medically vulnerable populations. The role will participate in quarterly outreach events and support emergency response activities, including but not limited to inclement weather, to help ensure continuity of essential water and wastewater services. Pay Range: $65,390.00 - $81,740.00 annually Position(s) will be filled at the following location: Permitting & Development Center (PDC); 6310 Wilhelmina Delco Dr, Austin, TX 78752 Days and Hours: Monday - Friday, 8:00 AM – 5:00 PM, with some flexibility. Benefits: 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. When completing the City of Austin employment application: 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. A résumé is required but will not substitute for a complete employment application. Incomplete applications will not be considered. A cover letter is also required . In the cover letter candidates should describe, in concise detail, their interest in this position and highlight any prior experience that is relevant to this position. If you are selected to interview: 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. 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 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 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. Essential Employee: 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. Secondary Employment: 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. 90-day Provision: This posting may be used to fill additional vacancies that occur within the department. All Austin Water worksite locations are tobacco-free. Use of tobacco products and/or e-cigarettes is not permitted on any AW worksite – including construction sites, parking lots, garages or in any personal vehicle located on the premises. Applicants are encouraged to apply immediately. Please note that the Department may close the job posting at any time after 7 days. 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. We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed, it will no longer be viewable in the system. . 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 – that anchor our delivery of 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. . 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.